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Online Banking

Common questions about the HSBC online banking service

Online Banking Registration

How do I start my registration?

You have 2 easy choices: 

  1. Use your computer/device browser to visit www.hsbc.com.au, click the Register Now link at the top right of the page and follow the prompt. Or
  2. Download the HSBC Mobile Banking App via the App Store or Google Play, tap 'Log on' on the home screen, then tap 'Not Registered' and follow the prompts to set up your username and password.

What do I need to complete my registration?

You only need one of the following set of details: 

  1. For credit card / personal loan customer, you need your 16 digits card / personal loan account number, together with your identification number and mobile number. 
  2. For deposit / mortgage customers, you need your 12 digits account number, together with your identification number and mobile number. 
  3. Or using Personal Banking Number with Access Code. Your Personal Banking Number is mailed to you in a letter, where Access Code can be setup using our Phone Banking.

Can I download the HSBC app and register that way?

Yes, you can download the app from App Store or Google Play. Once downloaded, open the app and tap Logon. On the Logon screen, tap on "Not registered" link to proceed with registration using the app.

I started my registration process and did not receive my registration (One Time Password) code on my phone yet?

Call us on 1300 306 543 and a HSBC consultant would be able to assist you in receiving your code so you can continue your registrations process.

My mobile number that was listed for registration is wrong - it needs to be updated

Call us and a HSBC consultant would be able to assist you in changing your phone number 1300 306 543.

It is not accepting my Identification Number ( I am putting in my passport number)

Please ensure you enter your identification number you used at the time of opening your account. In most cases, this will be your Driver's licence or passport number.

An alternate means to register for Online Banking using PBN (Personal Banking Number) and Access Code. You would receive a letter from us, describing steps to register Online and one of the ways to register is using PBN number (mentioned in that letter) and by calling us to get an access code which will allow you to register.

Please don't hesitate to call us on 1300 306 543 and a HSBC consultant would be able to assist you in your registration process.

I chose 'Digital Secure Key' while registration and now the app is asking me to enter a 'Validation code' Where can I find it?

Call us on 1300 306 543 and a HSBC consultant would be able to assist you in receiving your code so you can continue your registrations process.

Move Money

I am unable to add and pay a new payee on the HSBC mobile app

You will have to add and save a new payee using your browser by logging onto online banking through www.hsbc.com.au and navigating to My Banking > My Payee under Move Money. In the My Payee screen, select New Payee.

Don't forget to tick 'Save to My Payee' for accounts and BPAY payees will automatically be saved.

You must add and save new payee before you can make a payment through the app. You can only make payments to saved payees from the mobile app.

How can I add a new payee?

To add a new payee you need to log on to Online banking via browser, click on the account you want to pay the bill from, then click 'move money', then choose 'new payee' under 'Transfer Options' and choose a 'payee type'.

What is Quick Transfer?

This is the fastest way to move money between your own accounts. You can use this feature to transfers between HSBC Australia accounts in the same currency.

How do I cancel payment?

You can cancel a future payment at any time before it is processed.

To cancel a future payment:

  • Click on the HSBC logo to return to the 'My accounts' screen.
  • Click the 'Move Money' button from your Transaction summary screen on the right.
  • Select 'Manage Future Transfers' from the left panel within 'Move money' and follow the on-screen instructions.

If a payment has already taken place, then it cannot be cancelled. It will show on your recent transactions list.

How do I edit a payment?

You can edit payment at any time before it is processed.

To amend future or recurring payments:

  • Click on the HSBC logo to return to the 'My accounts' screen.
  • Click the 'Move Money' button from your Transaction summary screen on the right.
  • Select 'Move Money' and then 'Manage Future Payments'.
  • Find the payment that you wish to amend from the list of payments, then select 'Edit' and follow the on-screen instructions.

If a payment has already taken place, then it cannot be edited. It will show on your recent transactions list.

How do I set up a future payment?

Once you are in Online Banking go to 'Move Money' then to make a future payment, first select the account that you wish to send the money from, and then select the appropriate 'To account' from the options provided.

Once the 'To account' has been selected enter the payment amount. Then for future payments, please select 'Later'. You will be asked to confirm when you want the payment to occur.

Then select Continue to verify the payment details.

How do I set up a recurring payment?

Once you are in Online Banking go to 'Move Money' to make a recurring payment, first select the account that you wish to send the money from, and then select the appropriate 'To account' from the options provided.

Once the 'To account' has been selected enter the payment amount. Then for recurring payments, please select 'Recurring'. You will be asked to confirm when you want the payment to take place as well as the number of payments.

Then select Continue to verify the payment details.

Can I make a transfer to all my HSBC accounts?

Transfers cannot be made to or from certain HSBC accounts.

All accounts that can be transferred from will appear in the 'From account' list during a Pay or Transfer transaction.

If you select to transfer to 'My accounts', all accounts that can be transferred to will appear in the 'To account' list.

The Quick Transfer feature is also available to make transfers from/to your applicable HSBC domestic accounts in the same currency.

How far back can I view my transactions?

To view your transactions, select the account you wish to view from 'My accounts'.

You will be presented initially with a view of your most recent 5 transactions. To view older transactions (up to 90 days), select 'View more' or use the 'Search' tool.

To view or download older statements, select the 'Manage' button and then 'View / Download statements'. You would be able to download statements as far as 7 years old.

I don't recognise a transaction on my account?

If you've checked everything and you still don't believe the transaction or purchase is yours, now is the time to contact us and we will investigate the matter for you. We may lose our right to exercise a chargeback right on your behalf under the card scheme if you do not contact us within 30 days of the statement date of when the transaction was charged.  We will investigate disputed transactions under the ePayments Code where they are reported to us outside of the card scheme timeframes.  The ePayments Code regulates electronic payments, including ATM, EFTPOS and credit card transactions, online payments, internet and mobile banking and BPay. 

For more information, visit our Disputed Transactions page.

How do I check my balance?

To check it, select the account that you wish to view from 'My accounts'. Your balance and available balance will appear above a list of your most recent transactions.

How can I change my statement delivery preferences?

To change your statement delivery preferences, hover over 'My banking' from the white navigation bar at the top of the page. From there, select 'Statement/Notification > Manage Preferences' and follow the on-screen instructions to change your preferences.

Take care to ensure that you change the preferences on the appropriate account.

How can I request a paper copy of a statement?

To request a paper copy of a statement, give us a call on 1300 308 008

Remember - you can always download a PDF of a historical statement online. Just select the account, then click the 'Manage' button, and 'View/Download Statements'.

How can I view and update my Online Banking transfers and payment limits?

In Online Banking, select 'My Banking' at the top of any page, and click 'Change Online Transfer Limits' under 'Move Money'.

Your default and maximum daily limits will be shown on screen. You can decrease your limits online at any time. To increase your current limits, you need to complete a form and send back to us.

What are the limits for transferring money?

When you first register for Internet Banking the following limits apply. Please note: Personal users can reduce limits online at any time by clicking on the 'Services' link in Internet Banking and choosing 'Change Limits'.

Personal Accounts Transfer Limits
Limit Type Limit Details
Transfer Facility
Daily Default Limit
Transfers between your HSBC accounts (linked under your Internet Banking profile)
$500,000
Transfers to third party accounts (non-designated) in Australia and overseas
$50,000
Transfers to pre-designated third party accounts in Australia or overseas
Service available on request only*
BPAY®
$25,000

*To activate a facility or request a limit increase (subject to the Bank's discretion and daily maximum limits applicable), please download a request form by clicking on the 'Services' link in Internet Banking and choosing 'Change Limits'.

Business Accounts:

Businesses can request limits for the Company and designated Business Administrator/s at the time of registration for Internet Banking, up to the following:

Business Accounts Transfer Limits
Limit Type Limit Details

Transfer Facility

Daily Default Limit

Transfers between HSBC accounts (linked under your Internet Banking profile)

$500,000

Transfers to third party accounts in Australia and overseas

$50,000*

Transfers to pre-designated third party accounts in Australia or overseas

Service available on request only*

BPAY®

$25,000

autoPay

$50,000

Commercial Banking Customers - Higher daily limits may be available upon request. Please consult your Relationship Manager for more information.

*To activate a facility or request a limit increase (subject to the Bank's discretion and daily maximum limits applicable), please download a request form by clicking on the 'Access and Security' link in Internet Banking and choosing 'View / Change / Delete user' option.

When will bill payments be processed?

Payments using BPAY® must be made before 6pm AEST on a business day^ for the biller to receive and process the payment on the same day.

Payments made after 6pm AEST or on a NSW public holiday or the weekend will be received and processed by the biller on the following business day.

If you schedule a payment in advance, and the date you select is a NSW public holiday or a Saturday or Sunday then the biller will not receive the payment until the following business day.

If you do not have sufficient funds in your account on the business day before your payment is scheduled, then your BPAY® transaction will be rejected.

^Business days are Monday to Friday and excludes NSW public holidays and weekends.

Please note: The payment may take up to 48 hours to be recorded by the biller. Some BPAY® billers may not accept the date of payment instruction sent by HSBC as the payment date. Please check with the biller to confirm.

What are the cut-off times for making a transfer/ payment?

The following cut-off times apply. Instructions received after the indicated cut-off times will be processed on the next business day.

The below cut-off times apply to Online & Moblie Banking for Personal Customers only. For transfer and payment cut-off times for HSBCNet and HSBCConnect, please refer to your Relationship Manager.

Transfer and payment cut-off times

Type of Transfer

Received by

Between HSBC Bank Australia Limited accounts held in the same name (Australian Dollars)

No cutoff

Between HSBC Bank Australia Limited accounts held in the same name (Other Currency)

Refer to the Table below

AUD Telegraphic Transfers sent within Australia

4:00pm

*Australian Dollars sent overseas

4:00pm

*Other Currency sent overseas

Refer to the Table below

AUD Transfers to other local banks

7:00pm

*Please note: The receiving bank may apply their own cutoff times

Foreign currency payment cut-off times

Currency

AEDT

AEST

FJD

10:00am

10:00am

JPY

11:30am

10:30am

INR

12 Noon

11:00am

THB

12 Noon

11:00am

PHP

12 Noon

11:00am

NZD

12 Noon

12 Noon

ZAR

2:30pm

2:30pm

AED

2:30pm

2:30pm

DKK

3:00pm

3:00pm

MXN

3:00pm

3:00pm

SAR

3:00pm

3:00pm

CNY

3:00pm

2:00pm

HKD

3:00pm

2:00pm

NOK

3:00pm

2:00pm

SEK

3:00pm

2:00pm

SGD

3:00pm

2:00pm

CAD

3:30pm

3:30pm

CHF

3:30pm

3:30pm

Euro

3:30pm

3:30pm

GBP

3:30pm

3:30pm

USD

3:30pm

3:30pm

Please note: Instructions received after these times will be sent the following business day.

What is the HSBC SWIFT Code and when is it needed?

HSBC Australia customers can refer to the SWIFT Code of HKBAAU2S.

The SWIFT Code is a unique identifier of every bank worldwide via the Society for Worldwide Interbank Financial Telecommunication system.

For incoming overseas payments to your Australian HSBC account, the above SWIFT Code is required.

How far in advance can I schedule bill payments?

You can schedule bill payments using BPAY® for up to 18 months in advance.

How far in advance can I schedule transfers?

You can schedule transfers for up to 18 months in advance.

Pay Bills

How can I pay my bills?

Once you are in Online Banking go to ‘Move Money and select 'New Payee' then Payee Type tab as 'BPAY®'.

How far back con I view my bill transactions?

To view your transactions, select 'Move Money' and then select 'Bill Payment history' from the left panel.

You will be presented initially with a view of your most recent 5 transactions. To view older transactions (up to 180 days for BPAY®s accessible via Bill Pyament History), select 'View more' for first 20 transactions or use the 'Search' tool to see more number of days.

To view or download older statements, select the 'Manage' button and then 'View / Download statements'. You would be able to download statements as far as 7 years old.

I am unable to add and pay a new payee on the HSBC mobile app?

You will have to add and save a new payee using your browser by logging onto online banking through www.hsbc.com.au and navigating to:

  • My Banking > My Payee under Move Money. In the My Payee screen, select New Payee.
  • Don't forget to tick “Save to My Payee” for accounts and BPAY® payees will automatically be saved.
  • You must add and save new payee before you can make a payment through the app. You can only make payments to saved payees from the mobile app.

How can I add new payee?

To add a new payee you need to log on to Online banking via browser, click on the account you want to pay the bill from, then click 'move money', then choose 'new payee' under 'Transfer Options' and choose a 'payee type'.

How can I save a bill payee?

You can save the bill payee by performing either one of the following:

  1. Via pay a new bill - Logon to Online banking via browser, click on the account you want to pay the bill from, then click 'move money', on the page choose 'new payee' under 'Transfer Options' and choose a 'payee type'.
  2. On Online Banking, select 'My Banking' at the top of any page, and click 'My payees' under 'Bill payment with BPAY®'. On the page, click on 'Add Payee', and select 'BPAY®' as the Payee Type.

Why Online Banking prompts me to enter 'Transaction Security Code' when I pay certain biller?

Certain BPAY® billers posed higher risk than others, Transaction Security Code is designed to protect you as our valuable customer to ensure the payment is transferred to these billers with correct details as intended. Just follow the on screen instruction on how to generate the "Transaction Security Code" using your Security Key.

Global View & Global Transfer

What is Global View / Global Transfer?

Global View allows customer to see all their HSBC accounts from other countries in a single logon.

Global Transfer allows customer to transfer funds between their own HSBC accounts in other countries.

Global View and Global Transfer is available to Premier customers in Australia Online Banking.

Why is Global View no longer available?

To make things simpler for you, all globally-linked HSBC accounts now appear on your 'My accounts' page. Your local accounts will appear first, and then any other HSBC accounts in other linked countries or territories will appear further down the list.

To transfer to your global accounts, select the account that you wish to transfer from, then 'Move money'. Follow the on-screen instructions to complete the transfer.

Can I use the HSBC Mobile Banking app to view my HSBC accounts that are in other countries?

Global View is available in the HSBC Mobile Banking app. This will allow you to view all your Global View linked account details in one view. It’s only for premier customers.

Global View/Global Transfer linking only can be done on browser by going to My Banking > Global View > Add/Remove Country.

You can see your Global accounts in the top bar Local / Global within the HSBC Mobile Banking app.

How do I add new country and do global transfers?

On Online Banking, select 'My Banking' at the top of any page, and click 'Add/Remove a country or territory' under 'Global View'.

Where is Global Transfer?

All fund transfers including Global Transfers are now under 'Move Money'. In Move Money, simply select from and to accounts to initiate the Global Transfer.

Mobile Banking

I also have other HSBC accounts in other countries, can I use Mobile Banking for them?

When you open the app, in the top right corner you will see the country and language that you have selected. When you click on this you can then select other HSBC countries. Please note that you will need to be registered for Online Banking for those countries before you can log on.

Can I use this app abroad?

The HSBC Mobile Banking App can be used in many countries. When using the app abroad please be aware that you will be responsible for complying with laws in the countries you travel to. Your network provider's charges may be higher than usual when abroad and HSBC is not responsible for these charges. We recommend that you check your roaming coverage and charges prior to travel.

The Digital Secure Key will still work without any network coverage.

Can I download statements from my app?

No, previous statements will not be available from your app. If you wish to download previous statements, you can do this by logging on to Online Banking.

Who can I make payments to on the HSBC Mobile Banking app?

You can make transfers between your HSBC accounts and pay existing beneficiaries.

How can I change my mobile phone number through online banking?

Log on to Online Banking using the browser, at the top of the screen near your name there is small arrow, click on it and then click on "My Details".

How can I use the HSBC Mobile Banking app to view my HSBC accounts that are in other countries?

Global View is available in the HSBC Mobile Banking app. This will allow you to view all your Global View linked account details in one view. It’s only for premier customers.

Global View/Global Transfer linking only can be done on browser by going to My Banking > Global View > Add/Remove Country.

You can see your Global accounts in the top bar Local / Global within the HSBC Mobile Banking app.

What devices does the HSBC Mobile Banking app work with?

Mobile Banking is available for supported iPhone, iPad and Android devices.

Specifically, the following software are supported:

  • iOS 10.0 and above
  • Android 4.2 and above

Will the HSBC Mobile Banking app work on my tablet?

Yes HSBC Mobile Banking app can be used on Apple iPad, as well as on Android tablets.

If I have cancelled my Online banking service, can I still access the HSBC Mobile Banking app?

No, if your HSBC Online banking service is cancelled, your credentials (including username, password and security code) will no longer be valid for the HSBC Mobile Banking app. Once you have re-registered for HSBC Online banking, your new credentials will be valid for the HSBC Mobile Banking app again. To register for HSBC Online banking, click here, or visit our Contact HSBC page to find out how to reach us.

Why can't log on to Online banking with the security code I have generated in the HSBC Mobile Banking app?

You may have entered your Digital Security Device password incorrectly which means the app has generated an invalid security code. Please check this and re-enter if necessary. If you are still unable to log on, it may be because your security code has expired; please generate a new security code.

What security measures can I take to protect my information when using the HSBC Mobile Banking app?

Keeping your banking information safe and secure is of vital importance to HSBC. Find out more on how to protect yourself online by visiting our Security Centre.

Digital Secure Key

What is Digital Secure Key?

Digital Secure Key is a feature within our Mobile Banking app which is used to generate a unique, single use security code each time you log on to Online Banking, it provides extra protection for your accounts and transactions. It also makes logging on to our Mobile Banking app quick and easy.

To setup a Digital Secure Key, it is fairly simple. Please either refer to www.hsbc.com.au/security or the FAQ within this section.

Please note: If you currently have a Physical Secure Key (previously called Online Security Device), you can choose to switch to a Digital Secure Key in the Online Banking or HSBC Mobile App. Once switched, your Physical Secure Key will no longer work.

Can I have a Digital Secure Key and physical Secure Key at the same time?

No, you can only have either a Digital Secure Key or a physical Secure Key at any one time.

What are the benefits of a Digital Secure Key over a physical Secure Key?

If you have a compatible smartphone, a Digital Secure Key means you always have it with you and you don't have to worry about remembering to bring your physical Secure Key with you everywhere. This helps to ensure you have full access to all functionality in HSBC Online banking, wherever you are. You can use your Digital Secure Key within the HSBC Mobile Banking app or to generate a code when you log on to HSBC Online banking through your desktop/laptop computer.

Can I have a Digital Secure Key on more than one device?

No, a Digital Secure Key can only be registered to one device. If you'd like to change the mobile device which your Digital Secure Key is linked to, just call us on 1300 306 543.

When do I need to use a Digital Secure Key?

You will need to use your Digital Secure Key if you want to perform certain transactions in our new Online Banking.

For example:

  • You will need your Digital Secure Key to generate a Security Code to log on with full access via a browser / mobile app in a device other than the device you have your Digital Secure Key activated on.
  • You will need your Digital Secure Key to generate a Transaction Data Signing code to setup a new Payee in Move Money.

Can I use my tablet as a Digital Secure Key?

No, you can't set up a Digital Secure Key on any tablet yet.

Can two people use the same phone to a Digital Secure Key?

No. You can only register one Digital Secure Key to each device.

Can I use the HSBC Mobile Banking app to generate security code even there is no signal or Internet on my mobile?

You don't need to be connected to the internet or have a phone signal to use your Digital Secure Key. However, you do need a 3G, 4G or Wi-Fi data connection signal to access online banking through the HSBC Mobile Banking app.

You will also need a working data connection to download and set up your Digital Secure Key. Please note that internet usage on a 3G or 4G connection will be subject to your network provider's usual charges and usage allowances.

If I'm abroad, should I switch off roaming on my mobile if I need to use my Digital Secure Key?

To use the Digital Secure Key you do not need a mobile signal, so roaming can be turned off.

What do I need to do to transfer my Digital Secure Key to a new smartphone (iPhone® or Android® ) ?

There are three different ways to transfer your Digital Secure Key:

  1. If you know you are going to 'trade in' your old smartphone, you can deactivate your Digital Secure Key from the settings menu of the app before you discard your old phone. Once you get your new smartphone, you can then activate the Digital Secure Key.
  2. If you get a new smartphone but still have the old one in your possession and in working order, you can switch your Digital Secure Key from the old phone to the new one. Download the HSBC Mobile Banking App on your new smartphone and select ""Activate Digital Secure Key"" from the settings menu. You will be asked to generate a security code from your old phone and enter it into your new phone for activation. Please note that you do not need cellular service or internet access to generate a security code.
  3. If your old phone is lost, stolen, or broken, please call Customer Service at 1300 306 543 and we can assist in switching over your Digital Secure Key.

What if I accidentally delete the HSBC Mobile Banking app?

If you delete the app accidentally you will need to re-install it and then call us at 1300 306 543 to arrange for your Digital Secure Key to be installed.

Do I have to use my HSBC Secure Key every time I log in?

No. You can choose to log on with your username and password, however; you will not be able to perform some transactions that warrant a higher level of security.

How do I switch from my physical Secure Key to the Digital Secure Key?

To switch from a physical to a Digital Security Device:

  1. Log on to your HSBC mobile banking app using your username.
  2. Select "Log on with Secure Key" link.
  3. Generate the code from your Online Security Device and enter it.
  4. You will now be prompted to activate your Digital Secure Key.
  5. Select to receive your activation code by SMS or email.
  6. Enter your activation code.
  7. Choose your Digital Secure Key password. Press Complete Activation and your new Digital Secure Key is ready to use. You can now log out and log back on with your new Digital Secure Key password.

How do I get my Digital Secure Key if I don't have any Secure Key at the moment?

  1. Log on to your HSBC mobile banking app using your username
  2. Now enter your password.
  3. Go to the menu, scroll through to settings, choose Activate Digital Secure Key.
  4. Click on activate now.
  5. Select to receive your validation code by SMS, email or browser.
  6. Enter your validation code.
  7. Now select to receive your activation code.
  8. Enter your activation code.
  9. Choose your Digital Secure Key password. Press Complete Activation and your new Digital Secure Key is ready to use. You can now log out and log back on with your new Digital Secure Key password.

How can I configure 'Touch ID' on my mobile?

Inside Mobile App Menu under 'Settings' , select 'Touch ID' and follow instructions on the screen to complete setup.

Currently, HSBC mobile app only supports Apple Devices with 'Touch ID' feature and you also need to activate a Digital Secure Key before you can setup 'Touch ID'.

Physical Secure Key

How do I start using my Physical Secure Key?

You will need to activate your Physical Secure Key prior to use.

How do I turn on my new Physical Secure Key?

Please follow the following steps to turn on your new Physical Secure Key:

  • Press the green button on the bottom right of the device, and hold for 2 seconds
  • When the screen prompt for a "PIN", enter your 4-6 digit PIN number. Once the device is unlocked, "HSBC" will appear on the screen display and it is ready for use

Why do I need to set up a PIN for the new Physical Secure Key?

The HSBC Physical Secure Key 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 access your device before each use.

How many digits can I choose for a PIN?

You can choose a 4-6-digit PIN

How do I set up a new PIN?

Follow the following steps to create a new PIN:

  • Turn on the device by pressing the green button, followed by your PIN
  • Enter your PIN and press the yellow button on the bottom left to complete the input
  • Confirm the new PIN by re-entering it

The icon "New PIN CONF" will display for 2 seconds if the PIN is successfully set up.

What is the Serial Number?

The Serial Number is a unique 10-digit number used to identify your individual Physical Secure Key. It is located on the back of your Physical Secure Key, and it is in the format of xx- xxxxxxx-x where x is a number. (e.g. 12-3456789-0). This number also helps with identification where there are multiple Physical Secure Keys in a household.

How does the Physical Secure Key compare to other Internet Banking security measures?

The generation of a security code is not dependent on mobile phone signal availability or the geographical location of our customers, who may need to access Internet Banking whilst overseas.

From our customer research, we know that many of our active customers prefer to access Internet Banking from several different locations. The Physical Secure Key is a portable, stand-alone security that requires no system adjustments, downloads, or plug-ins. You can choose to access Internet Banking at any Internet-enabled PC without any additional set-ups or preparation.

What should I do to order replacement Physical Secure Key?

Please contact us on 1300 306 543 Monday to Friday from 8am to 8pm (AEST) or +61 29005 8421 if calling from overseas. The replacement Device will be mailed to you, and your existing Device will be cancelled as soon as you advise us that your Device has been lost, broken or stolen.

How long do I need to wait for the Physical Secure Key to be delivered?

For Australian customers, the expected delivery time for a replacement Device is 5 working days from the receipt of the request. For our overseas customers, the replacement Device may take up to 10 working days from receipt of the request, depending on your local post.

Can I have more than one Physical Secure Key for my Internet Banking?

No, only one Physical Secure Key can be linked to each Internet Banking profile. This is to ensure that only you are able to access your Internet Banking profile. The Physical Secure Key is unique and has a specific code that helps prevent copying, alteration, or tampering.

Is it safe to send Physical Secure Key by postal mail?

The Physical Secure Key is delivered to your mailing address as per the Bank's records. Prior to use, the Physical Secure Key must be activated online. Until activation is completed, the Physical Secure Key has no security value. It is safe to send the Physical Secure Key via postal mail, as a potential fraudster would not be able to attach the Physical Secure Key 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 1300 306 543 Monday to Friday from 8am to 8pm (AEST) or +61 29005 8421 from overseas for assistance.

Password Resetting

Ways to log on to HSBC Online Banking from your browser

  1. With your Online banking password – a password which is between 8-30 characters which is used to log on. or
  2. With your Security Code – a security code that is generated using a Secure Key linked to your account.

Ways to log on via the HSBC Mobile App

If you own a Digital Secure Key

  1. With your Password – between 6-9 characters (numbers and letters only) or
  2. With touch ID  - if you have touch ID set up

 

If you own a Physical Secure Key

  1. With your Online banking password – a password which is between 8-30 characters which is used to log on. or
  2. With a Security Code – a security code that is generated using your physical secure Key link to the account.

Generating your Security Code

If you own a Digital Secure Key

Enter your Digital Secure Password to generate your security code on the mobile app.

 

If you own a Physical Secure Key

Enter your 4-9 digit PIN that is used to generate security code on the device.

How do I reset my Online Banking password and my security question if I have forgotten it?

If you have forgotten your password and your security question, it’s easy to choose a new password online. Follow these steps:

Step 1. Go to hsbc.com.au on your desktop, click on Online Banking and fill in your username

Step 2. On the enter password page, click on Forgotten password.

Step 3. On the reset password page, under Verify security question, click on Forgot your answer.

Step 4. Now you can create a new password and refresh your security question answer.

Step 5. A confirmation number will now be generated.

Step 6. Please call 1300 306 543 within 12 days to activate your new password 

 

You’re then ready to use your new Online Banking password and security question.

How do I reset my Online Banking password if I have forgotten it and have a Secure Key linked to my account?

If you have forgotten your password, choosing a new one online is straightforward.

Step 1. Go to hsbc.com.au on your desktop, click on Online Banking and fill in your Username.

Step 2. When the password screen appears, select Forgotten password.

Step 3. Answer the security question, and generate a security code from your Physical or Digital Security key to reset your Online Banking password. 

Step 4. Enter the security code, then select and confirm your new password. 

Now your password has been reset, you’re ready to log back in.

What do I do if I forget my Digital Secure Key Password and have Touch ID enabled?

If you forget your Digital Secure Key Password and have set up Touch ID and need to set up a new one, follow these steps:

Step 1. Open up your HSBC Mobile Banking app.

Step 2. Select Generate Security Code.

Step 3. On the next screen, Select Help on the top right of the screen.

Step 4. Select Digital Secure Key password reset  on the next screen

Step 5. Answer your security question.

Step 6. Choose where you would like your reset code sent to ie your mobile or email address.

Step 7. Choose and enter your new Digital Secure Key Password.

 

Note: You will to log on using your new Digital Secure Key password on your mobile app to re-enabled Touch ID.

How do I reset my Online Banking password if I have forgotten it?

If you have forgotten your password, choosing a new one online is straightforward.

Step 1. Go to hsbc.com.au on your desktop, click on Online Banking and fill in your Username.

Step 2. When the password screen appears, select Forgotten password.

Step 3. Answer the security question, and a Password Reset Code will be sent to your mobile phone. You will receive an email if you have not registered your mobile number with us.

  • Enter the Password Reset Code, then select and confirm your new password. Now your password has been reset, you’re ready to log back in.

What do I do if I forget my Digital Secure Key Password for my Digital Secure Key?

If you forget your Digital Secure Key Password for your Digital Secure Key and need to set up a new one, follow these steps:

Step 1. Open up your HSBC Mobile Banking app.

Step 2. On the enter your Digital Secure Key page, click on Forgotten Digital Secure Key password.

Step 3. Answer your security question.

Step 4. Choose where you would like your reset code sent to ie your mobile or email address.

Step 5. Choose and enter your new Digital Secure Key Password.

How do I reset the PIN for my physical Online Security Device?

If you have forgotten the PIN your physical Online Security Device, and would like a new one, generating it is simple.

 

Go to hsbc.com.au on your desktop, click on Online Banking and enter your Username.

When the “Enter your Security Code page appears, click on <?> and follow the steps.

Step 1. Answer your security question.

Step 2. Enter an incorrect code 3 times so that you lock your Physical Online Security Device. Then turn on your device. You will see a 7 digit pin code.

Step 3. Enter the 7 digit PIN lock code where prompted on the Online Banking page on your desktop.

Step 4. A PIN Reset Code will be generated. Enter the PIN Reset Code into the physical Online Security Device.

Step 5. Think of a memorable new 4 to 8 digit Secure PIN and enter it into the physical Online Security Device.

Step 6. Press the yellow button.

Step 7. When prompted confirm your new Secure Key PIN by re-entering it into your Secure Key.

 

Now you’re ready to use your physical Online Security Device once again.

Log in changes for Credit Cardholders

Where do I find my credit card on the HSBC Online Banking Home Page?

You will find your credit card listed under ‘My accounts’ on the left of the screen

Where are all my credit card details?

To access your details click on the ‘Details’ tab in the middle of the home screen. Here you will be able to view:

  • Current balance
  • Minimum payment due at last payment date
  • Last statement payment due date
  • Last statement balance
  • Last statement date
  • Rewards
  • Available Credit 
  • Credit Limit 

How do I access my Credit Card functions

To manage your credit card click on the ‘Manage’ tab in the middle of the home screen and select from the following:

  • Credit Cards Online (CCOL)
  • Change credit card PIN
  • Redeem rewards
  • Increase Credit Limit
  • Activate credit card
  • Balance Transfer
  • Report a lost or stolen credit card
  • My Card Controls
  • Order additional credit card
  • Change credit card type
  • Query a credit card transaction
  • Pay with Credit Card BPAY® 

 

You can also click through to Credit Cards Online via the ‘My Banking’ tab at the top of the home page under Credit Card Services.

Finding and managing your credit card from the HSBC Mobile Banking App

Once you log on to the HSBC Mobile Banking App you will see your credit card listed on the right hand side of the screen.

 

From here you can view your credit card details including available balance, account status, current balance, rewards points balance, last statement date, minimum payment, payment due date, last statement balance.

 

For all other credit card functions click on Credit Cards Online from the drop down menu which you can assess by tapping the icon at the top left of your screen.