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Mobile Banking FAQs

Common questions for HSBC Mobile Banking

Table of contents

Mobile Banking

What is the Mobile Banking facility offered by HSBC?

Mobile Banking facility offered by HSBC allows you to access account information and transact on your account through an application on your mobile phone / Tablet. The Mobile Banking facility is offered on the same platform as the Personal Internet Banking facility offered by the bank. Hence you must be registered for Personal Internet Banking before you register for the Mobile Banking facility.

How can I apply for the Mobile Banking facility?

You can apply for the Mobile Banking facility by downloading the Mobile Banking Application from Playstore for android and App Store for IOS phones / tablets.

Once you download the application, you need to accept the Terms and Conditions (T & Cs) of “End User License Agreement” which are related to the application download from the application store. Then you need to accept the second T & Cs of “Mobile T & Cs” governing Mobile Banking usage in India. You will need to accept both these T & Cs whenever you download or install the application on your mobile.

Which kind of Mobile phone can I access Mobile Banking on?

You can access HSBC Mobile Banking on the following types of mobile phones / tablets. The Application cannot be downloaded in other devices.

  • Devices with iOS 6 or above and
  • Devices with Android 2.3.1 or above versions

Are the T & Cs for Tablet different? Will I need to accept the mobile T & Cs again if I download Mobile App on my tablet?

The T & Cs for mobile and tablet are the same. However, you will need to accept the T & Cs again if you download the application on a tablet even if you have downloaded them earlier on your mobile.

How do I login to the Mobile Banking facility?

You can login to Mobile Banking through the logon icon, by using your Personal Internet Banking User ID, your primary password and your secondary password or security device.

Can I use a different Personal Internet Banking username and password for Mobile Banking?

No, you have to use your existing Personal Internet Banking User ID and Password for Mobile Banking, as Mobile Banking platform is set up on Personal Internet Banking platform.

Can I register for Personal Internet Banking on Mobile Banking?

No, you cannot register for Personal Internet Banking on your mobile. You have to register for Online Banking via our website.

Which are the transactions and services offered by the Mobile Banking facility?

You can access the below functions through the Mobile Banking facility

  • Open Fixed Deposit
  • Make a Bill Payment
  • National Electronics Funds Transfer (NEFT) / Real Time Gross Settlement (RTGS) transfers
  • Transfer to own accounts & other HSBC India accounts / credit cards
  • Balance / transaction enquiry
  • Send message to HSBC India
  • Interest rate enquiry
  • Branch / ATM locator
  • The customer will also be able to see certain marketing offers on the Prelogon page.

Which are the accounts that I will be able to access through the Mobile Banking facility? Can I see the history of my transactions through Mobile Banking?

You will only be able to access those accounts on Mobile Banking which you have registered on Online Banking. You can see the last 20 transactions on your account through the Mobile Banking facility.

Can I view my HSBC accounts in other geographies on Mobile Banking?

Yes, you can view your HSBC accounts in other geographies on Mobile Application under the “Global” tab provided you have registered them on Internet Banking. However, you will not be able to transfer funds between these accounts on Mobile Banking. You will need to login to Online Banking to transfer funds between your HSBC accounts held internationally.

Can I send any messages to the Bank on Mobile Banking?

Yes, you can send a message to the bank through the ‘Bank Mail’ option under the ‘messages’ menu of mobile banking. However, please note that sending this email to the bank will require Security Device re-authentication.

Can I do all transactions through Mobile Banking which I can through Online Banking?

No, certain transactions can only be done on Online Banking and not offered on Mobile Banking. Please refer to the appended table for details.

Mobile Banking Transactions Available
Function
Internet Banking
Mobile Banking
Add Bill Payment Yes No
Recurring Bill Payments Yes
No
Pay Multiple Bills
Yes
No
Update Maturity Instruction for Fixed Deposit
Yes
No
Recurring Transfer
Yes
No
Order Security Device
Yes
No
Activate New Security Device
Yes
No
Increase / Set-up / Reduce Transfer Limits
Yes
No
Global Transfer through Me2M2
Yes
No
Mobile Banking Transactions Available
Function
Add Bill Payment
Internet Banking
Yes
Mobile Banking
No
Function
Recurring Bill Payments
Internet Banking
Yes
Mobile Banking
No
Function
Pay Multiple Bills
Internet Banking
Yes
Mobile Banking
No
Function
Update Maturity Instruction for Fixed Deposit
Internet Banking
Yes
Mobile Banking
No
Function
Recurring Transfer
Internet Banking
Yes
Mobile Banking
No
Function
Order Security Device
Internet Banking
Yes
Mobile Banking
No
Function
Activate New Security Device
Internet Banking
Yes
Mobile Banking
No
Function
Increase / Set-up / Reduce Transfer Limits
Internet Banking
Yes
Mobile Banking
No
Function
Global Transfer through Me2M2
Internet Banking
Yes
Mobile Banking
No

How do I set-up or increase my third party transfer limits for Mobile Banking?

You will need to set up your third party pre-designated and non-designated transfer limits by logging in to Personal Internet Banking on your desktop. Pre-designated limits and non-designated limits can be set up to INR 15 lakhs each, per customer per day.

In context of the above, pre designated limit would mean the limit for Third Party Transfers to other accounts held within HSBC India. Non designated limits would mean limits for Third Party Transfers to accounts with other banks.

Do I get separate limits for Mobile Banking and for Personal Internet Banking?

No, the limits for Mobile Banking and Personal Internet Banking are daily combined limits, which are applicable for transactions through both the channels. Hence you need to remember the limits utilized on the Mobile Banking facility and Internet Banking.

Which functionalities will require a Security Token or Transaction Data Signing through Mobile Banking?

The following transactions conducted on Mobile Banking will need the security device for Transaction Data Signing i.e. re-authenticating transactions using a combination of the beneficiary account number and the 6 digit security code generated from the Security Device.

  • Make a Transfer - All Types of Transfers except to the own linked account
  • Saved Transfer - NEFT, RTGS

Do I need to add beneficiary details every time I do a transfer using Mobile Banking?

You will need to add beneficiary details only once on Online Banking, after which the same will also be available for view and selection on Mobile Banking for all future transfers. Through Mobile Banking you can make transfers only to beneficiaries which have been already added on Online Banking. You will not be able to directly transfer through Mobile Banking to any beneficiary which has not been previously added through Online Banking.

Why do I get prompts to upgrade the Mobile Banking App?

Each time the Mobile App undergoes changes in features or enhancements you need to upgrade your app to the latest version to take benefit of these features.

Which languages can I use Mobile Banking in?

You can use Mobile Banking in the English language only.

Can I access Mobile Banking when I am on National or International Roaming?

Yes, you can access Mobile Banking when you are on National / international roaming. However you may incur Internet data charges from the mobile service provider/Internet service provider. To confirm details, please contact your mobile service provider to enquire about the current data plan.

Can I access Mobile Banking through a Wifi connection?

Yes, you can access Mobile Application through a Wifi connection.

What will happen if the mobile phone gets disconnected or switches off while I am conducting a transaction?

If your mobile phone gets disconnected or switches off before you click on the confirmation page, the transaction will not go through. We suggest you login to Mobile Banking again and check the transaction in the 'Account Summary' / 'Balances' menu before you proceed further.

Do I need to download the application again if I change my Mobile Phone number or handset?

If you change your mobile number, you will not need to download the application again on the same handset. But if you change your handset, you will need to download the HSBC mobile application on your new handset.

Are there any service charges for the Mobile Banking facility?

No, there are no service charges for the Mobile Banking facility. However, the standard banking fees and charges will apply for transactions done on Mobile Banking.

Additionally, you may incur Internet data charges from your mobile service or internet service provider. To confirm details, please contact your mobile service provider to enquire about the current data plan.

Can I change my password on Mobile Banking?

No, you cannot change your password on Mobile Banking. You will have to do that on Personal Internet Banking. In case you face any difficulties, please call into our Phonebanking services.

What happens if my phone is misplaced, lost or stolen?

Your account details are not stored on the Mobile Application. Hence you should not experience any threat to your data unless your password has been compromised. However, should you lose your mobile phone, we advise that you review your account transaction history on Personal Internet Banking (PIB) and immediately report any suspicious transactions to us through Phone banking.

How Secure is Mobile Banking?

The Mobile Banking facility offers the same set of security controls as Personal Internet Banking. Similar features like server authentication, customer authentication, transaction limit controls and data encryption are part of the Mobile banking facility. No customer data (including login credentials) will get stored in the mobile banking facility and authentication will be carried out at the server, making it relatively secure.

Need Help?

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More Information

Mobile Text Banking

What is the Mobile Banking service?

HSBC's Mobile Banking is a service that allows you to stay updated on your banking transactions on your mobile. All you need to do is simple send an SMS to the bank requesting information on your account.

How Do I register for Mobile Banking Services?

In order to register for Mobile Banking, you need to have an active Internet Banking account, i.e. you must have logged onto Internet Banking at least once since registration.

Steps for registering for Mobile Banking Services:

  1. Log on to your Internet banking account.
  2. Subscribe to Mobile Banking
  3. Enter your Mobile number, your country of residence
  4. Select a nickname for your account
  5. Accept terms & conditions

Are there any charges for the Mobile Banking service?

Our Mobile Banking service is a value added service and is made available to our customers completely FREE of cost

What are the different kinds of alerts that I can get?

Balance Enquiry: An alert will be sent stating the balance amount available in your account.

Mini Statement: Details of last 5 transactions will be sent.

How often will I receive the alerts?

You will receive Mobile Banking Alerts whenever you request for the same.

Suppose I have more than one account - will I have to subscribe to the alerts separately for each or is one-time registration possible? Is it possible to receive Mobile Banking alerts for the same account through more than one mobile number?

No, we will send the alerts on only one mobile number per customer. However for joint accounts, both account holders can give separate mobile numbers to receive the alerts.

In case I have a joint account with HSBC, do you send alerts to both account holders?

We will send the alerts to the individual registered for the service. If both account holders have registered, both of you will receive alerts. If one of the account holders has registered, only one will receive alerts.

Do I need a special phone for receiving SMS based alerts?

An ordinary Global System for Mobile Communication (GSM)/ Code Division Multiple Access (CDMA) mobile with an Indian number registered with any service provider, will be able to receive the SMS based alerts.

Can I get Mobile Banking alerts and reminders for my HSBC credit card?

Mobile Banking is presently not available for credit cards.

How do I unsubscribe from Mobile Banking Service?

If you wish to unsubscribe from our Mobile Banking services, then just call our Phone Banking numbers in your city and request for the same.

SimplyPay

What is UPI?

Unified Payments Interface (UPI) is an instant payment system developed by the National Payments Corporation of India (NPCI), an Reserve Bank of India (RBI) regulated entity. UPI is built over the Immediate Payment Service (IMPS) infrastructure and allows you to instantly transfer money between any two bank accounts. UPI facilitates online instant payments in a simple and convenient way.

Can I download the HSBC SimplyPay App on my Mobile and tablet both?

UPI, as of now, is available for Android and IOS smart phone users and the HSBC SimplyPay App can be downloaded through Google play store and App store respectively.

Will my existing registration be affected if there is a change in my mobile device or the mobile number or SIM serial number?

The following process needs to be followed in case of change in your mobile device or the mobile number or SIM serial number

  • Change in mobile number with no change in mobile device– HSBC SimplyPay App will prompt you for mobile number update. You are required to re-authenticate your existing registration by providing the old mobile number and the security answer. Since a new mobile number for the existing registration is detected, you are required to register all your existing accounts once again.
  • Change in mobile device with no change in mobile number and the SIM serial number - HSB SimplyPay App will prompt you for a device update. You are required to re-authenticate your existing registration by providing your already registered mobile number and the security answer. The existing accounts mapped to the HSBC SimplyPay App are not affected due to the device update.
  • Change in the SIM serial number - with no change in mobile device and mobile number – HSBC SimplyPay App will prompt you for a mobile number update. You are required to re-authenticate your existing registration by providing your already registered mobile number and the security answer. The existing accounts mapped to the HSBC SimplyPay App are not affected due to the device update.
  • Change in mobile device and the SIM serial number with no change in mobile number – Since there is a change in the device and the SIM serial number, you are required to register afresh on HSBC SimplyPay App. 

For all the above scenarios an encrypted SMS will be sent to the PSP Interface.

What are the prerequisites for using HSBC SimplyPay App?

  • Active Resident Bank account
  • Android Smart Phone with an android version 4.2 and above
  • Internet connection (WiFi or mobile data)
  • Valid Debit card with an expiry date mentioned therein
  • Valid India Mobile number updated on the bank account to be linked

Can I link my other bank accounts on the HSBC SimplyPay App? Can I link more than 1 account to a VPA? How many accounts can I link to one VPA?

Yes, you can link upto 5 accounts per bank to one VPA on the HSBC SimplyPay App.

I have an account with XX bank, but the same is not reflecting in the list of Banks?

Only the banks who are certified and enrolled for UPI with NPCI will feature in the dropdown. In case you do not find the bank in the list, this indicates that the respective bank has not enrolled for the UPI service.

Can I register on the HSBC SimplyPay App if I have an international Mobile number?

No, only active resident accounts having local India mobile numbers can be linked for UPI.

My mobile number is updated with my other bank but I am not able to see any accounts for linking to the HSBC SimplyPay App?

You will have to check with your bank if the mobile number is correctly updated and if there are any restrictions on accessing the account. E.g. inactive, non-resident etc.

Why am I able to see my wife/mothers etc. account when I am trying to link accounts to the HSBC SimplyPay App?

UPI fetches the account details basis the mobile number updated on the bank accounts. If your mobile number is updated on your wife/mothers etc. account, HSBC SimplyPay App will display and allow you to link all such accounts. You will be able to transact through these accounts only if you have the Debit card and its expiry date for that Card to set the UPI PIN.

What are the steps to create my UPI PIN after I have linked my account to the VPA?

  • Go to ‘Manage UPI PIN’ tab on the UPI App
  • Click on ‘Set UPI PIN’ option and select the account which you wish to set the UPI PIN
  • Enter the last 6 digits of the Debit card number and the card expiry date and click on Submit
  • You will receive a SMS OTP from your issuing bank which you will need to enter on the next page and set your UPI PIN

What are the types of transactions permitted on the HSBC SimplyPay App?

  1. Person to Person (P2P) = these include collect and pay request between two individuals.
  2. Person to Merchant (P2M) = these include collect and pay request between an individual and a Merchant.

What are the charges for using the HSBC SimplyPay App?

Currently there are no charges for using the HSBC SimplyPay App. However, the bank may decide to charge the customers in future by giving a suitable notice.

What types of accounts can I link on the HSBC SimplyPay App?

You can link your Resident India accounts with a valid India Mobile Number on the mobile App. The account needs to be active.

You will be able to link the below types of accounts

  • Resident India Demand Deposit account
  • Smart Home loan account

You will NOT be able to link the below types of accounts

  • Non Resident Rupee (NRE) Account
  • Non Resident Ordinary Rupee (NRO) Account
  • Inactive Account

Why am I not able to link my HSBC Non Resident Indian (NRI) account on the UPI App?

UPI service is currently available only for Resident accounts.

I am not receiving the SMS OTP to register my account? What should I do?

This might be a network service provider issue. Do ensure you are in a good network zone to be in receipt of the SMS OTP.

Can I link my joint account on the UPI App?

As long as your mobile number is updated on the account and the signing instruction is either or survivor, you will be able to link your joint account to the UPI App. You will require a valid Debit card number and its expiry date to link the account. However, you can update only one mobile number against the account held with HSBC, hence you will be able to link the account only on the mobile number which is updated on our records in respect of account maintained with HSBC.

What is the combination that can be used for creating the HSBC SimplyPay App password?

HSBC SimplyPay App password has to be a 6 digits numeric password.

What is a UPI PIN? What is the combination/length of the HSBC SimplyPay UPI PIN?

UPI PIN is the PIN you will create one time for all your accounts on the UPI App. You need to use this 6 digit PIN to authenticate transactions on the App. UPI PIN has to be a 6 digit numeric PIN. You will need to generate a UPI PIN for every account linked on the UPI App. You may choose to have a different or same UPI PIN for every account linked.

What is a VPA? What is the minimum and maximum length of Virtual Payment Address (VPA)?

VPA is the Virtual Payment Address that you create on the UPI App. "Virtual Payment Address" is an identifier (that takes a form of abc@hsbc wherein "abc" is a unique name that you can choose for yourself) that can be uniquely mapped to an individual account and is an identifier used to pay and collect payments on the UPI App.

 The VPA needs to be minimum 3 and maximum 30 alphanumeric characters. Special characters (underscore (_) and period (.) are permitted.

If I have multiple accounts, how do I identify which account has been linked as the account number is masked?

You will be able to identify the account number from the visible last 6 digits of the account number.

I fear that my VPA has been compromised, how can I delete the same or ask the bank to delete the same?

If you are a HSBC customer and fear that your VPA has been compromised, you can block the VPA by contacting HSBC Phonebanking numbers : Premier - 1800 266 3456, Advance - 1800 267 3456, Personal Banking -1860 266 2667. You also have a choice to de-register your VPA from HSBC SimplyPay by navigating to 'Deregister' tab under 'Manage Account' on the UPI App. However once you de-register your VPA, the said VPA will not be available for a period of 2 years from the date of de-registration.

If you are a Non-HSBC customer and fear that your VPA has been compromised, you may de-register your VPA from HSBC SimplyPay by navigating to 'Deregister' tab under 'Manage Account' on the UPI App . However once you de-register your VPA, the said VPA will not be available for a period of 2 years from the date of de-registration.

What is the difference between De-register and blocking a VPA?

De-registering the VPA means deleting the entire VPA and Mobile number record from the HSBC SimplyPay App. However by blocking the VPA, you remain a valid user of HSBC SimplyPay, but your transactions – pay, collect or balance enquiry would be blocked. By de-registering the VPA, the said VPA will not be available for a period of 2 years from the date of de-registration.

Will I be able to register again to HSBC SimplyPay after de-registering?

After having de-registered with the earlier profile, you can re-register again. However the earlier VPA will not be available for use.

Would it be possible for another person to create the same VPA?

VPA is a unique for each bank PSP App. If the VPA already exist, your request for creation of the same VPA will be rejected.

I fear that my UPI PIN has been compromised, what should I do?

You can change the UPI PIN by navigating to the ‘change UPI PIN’ tab on the HSBC SimplyPay App.

My friend transferred funds to me, the amount has got debited from his account but I have not yet received the credit?

You will need to check the status of the transaction on the UPI App. If you have not received the payment, your friend whose account has been debited should raise a dispute from his/her UPI App.

I transferred funds to a merchant/my friend, the amount is debited from my account but they have not received the same?

You will be able to check the status of the transaction on the UPI App. If your friend has not received the funds, request you to raise a dispute for that transaction through the UPI App using the option 'raise a dispute'.

What is a unique reference number for a UPI transaction? How do I identify the same

You can identify a UPI transaction in your account from the 12 digit numeric Customer Reference number having format 'YDDDHHSSSSSS' wherein Y-Year, DDD-Julian Date, HH-Hour and SSSSSS-Trace Number.

How many transactions can I view on the HSBC SimplyPay App?

Currently you will be able to view last 20 transactions done on the HSBC SimplyPay App.

What is the maximum validity of a collect pay?

Initiator (Payee) of the collect pay request may choose a validity of minimum 1 minute and maximum 45 days.

Are there any restrictions on the number/amount of transactions per day/VPA on HSBC SimplyPay App?

  1. Not more than 10 transactions per bank account in a day.
  2. Not more than ₹1 lac per bank account per day.
Above transaction and value threshold is applicable for HSBC accounts in adherence to the NPCI guidelines. This may however vary for accounts held with other banks and you may need to confirm the thresholds with your Bank where the account is held by you.

Can I send money to a beneficiary who is not registered for UPI?

Yes, you can send money to the beneficiary using his account number and IFSC code as long as the beneficiary bank is live on UPI and/or IMPS. 

What if I lose my mobile phone / SIM card? Can anyone who comes into possession of the phone / SIM card send money using UPI from my account?

UPI is designed to adhere to the two factor guidelines of RBI. If you lose your SIM card/mobile, the other person would still need to know your UPI PIN and/or the login PIN of HSBC Simplypay App to transact on your accounts through the HSBC Simplypay App.

If the transaction is not completed will I get my money back? When?

Yes. In case, your account is debited and beneficiary account is not credited, the reversal should happen within 3 working days. If this reversal has not happened, then please call our Phonebanking numbers and give the details of the transaction listed below. Alternatively, in the HSBC Simplypay App, you can navigate to "Raise dispute" option and raise a query. Please give us the following details to enable us to assist you faster:

  • Date and Time of transaction
  • Transaction ID
  • Your virtual payment address (VPA)
  • Beneficiary VPA (in case of pay) or remitter VPA (in case of collect)Account and IFSC

When collecting money, how do I come to know when the remitter has authorized the transaction?

In the HSBC SimplyPay App, you can navigate to "Transaction History" section to check the transaction status.

Where do I find the list of transactions that are pending for my authorization?

Your list of transactions that are pending authorization will be available in the HSBC SimplyPay App inbox.

How safe is the HSBC SimplyPay App?

There are many inbuilt and other security features on the HSBC SimplyPay App which are given by NPCI.

  1. Mobile device binding on the UPI App
  2. Mobile number should be registered on your bank account
  3. Debit card and expiry date validation for UPI PIN setup.
  4. UPI PIN to be used for authorization for all transaction on the HSBC SimplyPay App

Apart from the above, customers should ensure that they do not disclose/share the UPI App Password and/or his UPI PIN with anyone.

I have an issue with regards to the HSBC SimplyPay, whom do I reach out to?

Please call our Phone Banking numbers :Premier - 1800 266 3456. (from overseas - 040 - 67173406); Advance - 1800 267 3456 (from overseas 040 - 67173404); Personal Banking -1860 266 2667 (overseas 040 - 67173401).