Online banking services

What are the benefits of private online banking?

Besides having all the same advantages that come with traditional private banking, digital online banking also allows you to do the following at a moment’s notice:

• Access your account information 24 hours a day, 7 days a week
• View real-time account information securely
• View updated transaction information to the end of the previous business day
• Stay informed with market research and commentary (only available in selected regions)

Logging on for the first time

• To log on to your online banking account, you’ll first need to register as an online banking client through your Relationship Manager. To do so, simply select the location of your banking relationship from the links provided at the top right of the screen

As a longtime private bank, we know the importance of security and take it very seriously. But if you want to make sure your account is as secure as possible, here’s how you can help our team protect you:

Protect your login credentials

Get the latest anti-virus, anti-spyware and firewall software

Update your internet browser

Keep your computer software up to date

Refrain from using untrusted devices

Do not share private information online

Look after your paper statements

Understand how criminals use the internet

Avoid online fraud and con tricks

Protect your mobile devices

Keep your browser cache cleared

Protect your login credentials

To access your online private banking account, you’ll need both a username and a password. These need to be carefully chosen and secured at all times to prevent your account from being compromised.

Some measures to secure your credentials include:

• Selecting a complex (non-guessable) password that is a minimum of 8 characters long and is a combination of digits, alphanumeric, and special characters
• Memorising your password instead of writing it down
• Not divulging your password to anyone else, no matter how close they are to you
• Changing your password regularly, or if you suspect it of being compromised
• Using different passwords for different websites, applications, and services
• Ignorning the option to retain your username and password for subsequent visits to websites

Our digital private banking services also include an enhanced security feature that requires a one-time password (OTP) issued via a security token to be keyed in during the login process – this security token forms part of your login credentials, and its serial number and OTP should not be divulged to anyone else.

It’s also important to note that, following the implementation of Payment Services Directive 2 within the European Economic Area, Third Party Providers (TPP) may be able to access your account details with your permission and will therefore request your login details.

However, before providing login details, you should check if the TPP is authorised or registered with your local Financial Regulator to provide such services.

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Get the latest anti-virus, anti-spyware and firewall software

Anti-virus software helps to prevent, detect, and remove malicious computer viruses from your devices, and installing reputable anti-virus software protects you, your privacy, and your money.

Needless to say, viruses are bad news. They can steal personal information, infect your PC, introduce unwanted advertisements, and can even exploit your computer to attack other devices.

Commonly known viruses include malware, Trojans, spyware, and adware. However, anti-virus software can protect you against these malicious viruses. But to work properly, anti-virus software has to be updated regularly for it to stay effective against new viruses.

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Update your internet browser

Modern web browser software includes protection against fake websites and viruses, so it’s always a good idea to update your web browser regularly to safeguard your computer against viruses that target outdated browsers.

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Keep your computer software up to date

IIt’s much harder for viruses to infect a computer installed with updated software. Criminals who create viruses often take advantage of software bugs to infect computers, which is why software companies fix bugs with free downloadable updates, making it a good idea to install updates for your software as soon as they become available.

However, do be aware of bogus emails notifying you of software updates. Instead, always use the updated software that comes with your computer and don’t click on any links in these fraudulent emails.

Most modern software will check for updates automatically for both computer and web browser software, notifying you when an update is available or installing them automatically.

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Refrain from using untrusted devices

If at all possible, refrain from using public or internet café computers to access online services or perform financial transactions. These devices are not secure and could very well compromise the security of your finances.

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Do not share private information online

Make sure you check your privacy settings on social networking sites to control who gets access to your personal information and that you only share information with people you trust.

Personal information such as address, birth dates, bank account numbers, and telephone numbers are often used by people with the intention of stealing your identity or breaking into your Personal Internet Banking account. Therefore, sharing such personal data over social networking sites, such as Facebook, X, or TikTok, should be avoided at all costs.

Please also remember that you must take all reasonable precautions to keep your details safe and prevent any unauthorised use of your card and security details. If any information forms part of your security details, you should not disclose it to anyone else – see the terms and conditions that apply to your account(s) for more details.

When there is a need to share highly sensitive or confidential information, such as personal particulars, consider the use of encryption technology to protect this information when sharing it and take extra precautions to secure or remove file and printer sharing in computers, especially when the computers are connected to the internet.

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Look after your paper statements

Fraudsters use personal information from different sources to steal people’s identities. Viruses are one way to do this, but they also use paper documents of people’s accounts containing personal details, such as receipts and bank statements.

Therefore, you should take simple precautions to keep your details safe and to dispose of these documents securely, such as shredding them before you bin them or switching to online statements only.

It also doesn’t hurt to check your account information, balance, and transactions frequently for discrepancies – and if you spot any, you should report them immediately.

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Understand how criminals use the internet

Criminals are in it for the money, and there are many ways for them to make money online, such as:

• Stealing your passwords and bank details with viruses, bogus emails, and fake websites
• Asking you to provide security details
• Sending spam with bogus offers and products
• Taking over your computer and using it to attack other people’s devices
• Using viruses to display unwanted adverts on your PC

Always stay on the lookout for these tricks and avoid anything that looks even remotely suspicious. It’s also wise to make regular backups of your critical data to avoid accidental deletion or potential data corruption.

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Avoid online fraud and con tricks

If it’s too good to be true, it probably is. When it comes to protecting yourself and your money on the internet, be wary of ridiculous deals. 

Criminals may contact you by email, through websites you use, via SMS, or even by phone, so it pays to be on your guard, as they can often be quite convincing.

Here are some warning signs to watch out for:

• Big promises: ‘You have won the lottery’
• Big threats: ‘Your account has been hacked’
• A false sense of urgency: ‘Act now or it will be too late’
• Unnecessary secrecy: ‘Don’t tell anyone’
• There is no reason for them to contact you. Did you even buy a lottery ticket?
• ‘Business opportunities’ that involve holding or receiving money from strangers

If an attachment looks suspicious, don’t open it. Delete junk or chain emails. Do not install software unless it comes from a website you trust. Again, if it doesn’t feel right, take your time. And if you suspect that there is a problem with your Personal Internet Banking, you can always talk to us first.

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Protect your mobile devices

Your mobile devices may hold a lot of personal data, so take care of it, as you may use it for internet banking and online shopping. Similar security principles applied to personal computers should also be applied to your mobile devices.

For example, you might receive an e-mail that looks as if it were sent by us, and the email might contain a link to a website that looks similar to our private online banking page. But when you try to log on to the fraudulent website, your password is actually sent to the fraudster.

This email could also ask you to make a phone call or reply by email, allowing the fraudster to obtain further information from you. To secure your phone, think about doing the following:

• Setting and using a security PIN code
• Adjusting the phone settings so that it locks automatically if you don't use it for 5 or 10 minutes
• Not storing passwords or other sensitive information on your phone in a way that can be understood by someone else
• Not storing your home phone number and address under ‘Home’ in the contact list (you wouldn’t want a thief to be able to know your address and be able to check if you’re home)
• Verifying additional privileges when installing a mobile application to ensure they correspond to your intended usage

Always be wary of voicemail and text message scams. And if you lose your mobile phone, report the case to your service provider immediately and update the bank with your new mobile phone record as soon as possible.

You should also make a note of your phone’s IMEI number (dial *#06# to get it) as this will make it easier for your service provider to disable a stolen phone.

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Keep your browser cache cleared

Temporary files stored in your computer are called cache files, and this computer history can contain sensitive information and data. Always remember to clear your browser’s cache and history after each session and to log off from the online session so that your account information is removed, especially if you are using a shared computer.

Don’t let your browser remember your login details. 

It’s much safer to re-enter your details every time you log on, even if it takes slightly longer.

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Do you still have some questions about our online banking services? Take a look at our most frequently asked questions below, or get in touch with our team to speak with an expert directly:

• Accessing your account
• Logging on for the first time
• Technical support
• System requirements

Accessing your account

Question: I am not a client, but I wish to open an HSBC Private Banking account. How do I do this?

Answer: Please contact us online or get in touch with a specific office via our branch locator.
 

Question: I have an account with HSBC Private Banking. How do I view it online?

Answer: Contact your Relationship Manager - they will assist you in registering for HSBC Private Banking’s online service.

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Logging on for the first time

Question: How do I log on to view my account?

Answer: You can either click on the ‘Log on’ button at the top right of this screen or you can contact your Relationship Manager for assistance.
 

Question: I'm having trouble logging on. Why might this be?

Answer: Please note that your user ID and password are case-sensitive. Please double-check that all information matches exactly what was originally issued to you. If your problem persists, please contact your Relationship Manager.
 

Question: I entered my user ID and password correctly, but am still unsuccessful. Why is that?

Answer: HSBC private online banking requires the highest level of encryption for our clients’ security. Please ensure that your browser has 128-bit encryption and is a supported version.

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Technical support

Question: Who can I contact if I have problems with the online banking service?

Answer: Your Relationship Manager will be happy to assist you in solving any problems you may have with HSBC Private Bank online banking. If your Relationship Manager is unable to solve your problem on the spot, they have access to a team of experts who will be able to assist further.
 

Question: Why does the ‘Back’ button function sometimes not work?

Answer: In some circumstances, you may find that the ‘Back’ function does not operate satisfactorily. This is due to the fact that this is a secure site. If you receive a warning message stating that the previous screen has expired when using the ‘Back’ function, simply click on ‘Refresh’ and follow the prompts.
 

Question: How secure is online banking?

Answer: Security is our top priority. Your financial information is protected by your user ID and password, and our powerful 128-bit encryption code and an automatic ‘time-out’ systems. Your user ID and password must be entered each time you log on to the online banking service, and if there’s no activity after a short period of time, your online banking session will be terminated to prevent any potential unauthorised access.
 

Question: Can I exit by closing the browser window?

Answer: We strongly suggest that you log off properly by clicking the ‘Log off’ button. Otherwise, our services may still be available to anyone using your device after you.
 

Question: What if I forget my password?

Answer: Contact your Relationship Manager to request a new password.
 

Question: What is a user ID?

Answer: Your user ID is the name you use for identification when accessing our online banking service. Each user ID is unique.
 

Question: Can I change my user ID and password?

Answer: Your user ID cannot be changed once it has been chosen during the online registration process. Your password can be changed under the ‘Preferences’ section online.
 

Question: What should I do if I suspect there are unauthorised transactions in my account?

Answer: Contact your Relationship Manager immediately.

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