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Mobile Banking FAQs

Common questions for HSBC Mobile Banking

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HSBC India – our new mobile banking app

Q: Why can't I access the Open Fixed Deposit or Personal Loan feature in the 'HSBC India' app?

A: Only customers residing in India with both their residential and correspondence address based in India are eligible for the placement of a Fixed Deposit and Personal Loan in the ‘HSBC India’ app. 

Please use other alternate channels to place a fixed deposit. 

Q: If I have no internet access or phone signal on my mobile handset, can I still log on and use the HSBC India Mobile Banking app?

A: You do not need a phone signal to log on and use the HSBC India Mobile Banking app but you will need the internet connection (Wi-Fi or mobile data) to operate the app.

Please note that internet usage on a mobile data connection may be subject to your network provider's charges and usage allowance. Please check with your network service provider for more details.

Q: If I'm abroad, should I switch off roaming on my mobile if I need to use the HSBC India Mobile Banking app?

A: You do not need a phone signal to log on and use the HSBC India Mobile Banking app but you will need the internet connection (Wi-Fi or mobile data) to operate the app.

If you are unable to use a Wi-Fi network to access the internet, you would need to switch roaming onto access our Mobile Banking app. Standard roaming data charges may apply depending on your network. Please check with your network service provider for more details.

Q: What do you mean by "setting up my mobile handset"?

A: To simplify the log on experience while keeping your online banking secure, we will ask you to set up your mobile handset when you log on to the HSBC India Mobile Banking app on your mobile for the first time or whenever you uninstall and reinstall the app. Once the setup is complete, you can start using this mobile handset to access the HSBC India Mobile Banking app. 

Q: What happens if I want to use more than one mobile handset to access the HSBC India Mobile Banking app?

A: You will need to set up the HSBC India Mobile Banking app on your new mobile handset once you have downloaded the app on your new mobile. You do not need to remove the previous mobile handset from "Manage Devices" before you log on to the new mobile handset. 

However, you can only setup maximum number of 3 mobile handsets for each HSBC Mobile Banking account. If you have reached the maximum number of devices, you will not be able to set up on the fourth device. You can go to "Profile" tab and select "Manage Device" to remove any devices that are no longer being used. Click on "Remove Device" under the model number of the device you wish to remove. After removing one mobile handset from the list, another device can be set up in order to access your HSBC India Mobile Banking app.

Q: If I have already set up 3 devices and if I try to set up the fourth device to access my HSBC India Mobile Banking app, what will happen?

A: If you have reached the maximum number of devices (i.e. 3 devices), you will not be able to set up on the fourth device. You can go to "Profile" tab and select "Manage Device" to remove any devices that are no longer being used. Click on "Remove Device" under the model number of the device you wish to remove. After removing one mobile handset from the list, another device can be set up in order to access your HSBC India Mobile Banking app. 

Q: How do I set up my mobile handset?

A: Once you have downloaded the app and opened it for the first time on your mobile, you'll need to enter your username. After this, you have two ways to set up the device

  1. Device setup using your log on password and SMS authentication
    You will be prompted to enter your secondary password. You will then receive an activation code on your registered mobile number. Once you receive the one time passcode, you need to input the same for validation on the app.
    On successful passcode authentication, you will be asked to create a 6-digit PIN which you will use to log on to the app going forward. Once you have confirmed the 6-digit PIN, you will be automatically logged off the app and would need to input the 6-digit PIN again to log on.
  2. Device setup using a security device
    If you have a security device, you can use your security device to generate a code and input this code into the app instead of entering your secondary password and receiving a one-time passcode over SMS. On successful authentication, you will be asked to create a 6-digit PIN which you will use to log on to the app going forward. Once you have confirmed the 6-digit PIN, you will be automatically logged off the app and need to input the 6-digit PIN again to log on.

Q: What if I want to sell the mobile handset which I have set up the HSBC India Mobile Banking app on?

A: Before you sell your mobile handset we advise you to remove the device from your profile. Go to "Profile" tab in the app and select "Manage Device", click on "Remove Device" under the model number of the device you wish to remove. This can be done on any mobile handset you have set up the HSBC India Mobile Banking app on. We recommend that you also reset the phone to factory settings to protect your privacy. If you are unsure, please call HSBC Phone Banking to help you to completely remove the device.

Q: What happens if I change my mobile handset that I have set up the HSBC India Mobile Banking app on?

A: If you change your mobile handset, you will need to set up the HSBC India Mobile Banking app on your new mobile handset once you have downloaded the app. You will need to remove the older mobile handset on which you are no longer using the app. This can be done on any mobile handset you have set up the app on. We recommend that you also reset the phone you are no longer using to factory settings to protect your privacy.

Q: What if I accidentally delete or uninstall the HSBC India Mobile Banking app?

A: If you accidentally delete the HSBC India Mobile Banking app, you can search for 'HSBC India' on the App Store or Google Play Store with your compatible device or tablet. After downloading the HSBC India Mobile Banking app, you are required to set up your mobile handset again. 

Q: What happens if a mobile handset that I have set up for the HSBC India Mobile Banking app is lost or stolen?

A: You must remove the lost or stolen device under "Manage Devices" in the "Profile" section of the HSBC India Mobile Banking app on any other device that you have set up our app on. You can also call Phone Banking to help you to de-provision the device. If you subsequently find your old phone and want to use it to access HSBC India Mobile Banking app again, you will need to set up the device again.

Q: Can I use Touch ID to log on to the HSBC India Mobile Banking app?

A: Once you have set up your mobile handset, set up your PIN and log on for the first time using your PIN, you will be able to activate and use Touch ID instead of typing in your PIN. Please note that all IOS devices and only certified Android devices* can be enabled for a touch-based login.

*Please refer to Question: I am not getting the option to set up touch ID on my mobile handset?

Q: How can I start using Touch ID to log on to the HSBC India Mobile Banking app in place of my PIN?

A: If you have a Mobile Handset that supports Touch ID functionality, you can activate this function by going to "Manage Security" tab in the app and activating Touch ID by switching on the corresponding toggle. Input your PIN and press "Continue". You will be able to log on to the HSBC Mobile Banking app with Touch ID going forward.

Q: Can I change the PIN I use to log on to the HSBC India Mobile Banking app?

A: Yes, you can change your PIN by going to "Manage Security" tab in the app and selecting "Change PIN" option.

Q: I am not getting the option to set up touch ID on my Mobile Handset?

A: Please check if your device is one of the below categories. There are a limited number of devices that are certified for touch ID by India.

Fingerprint is available only on the following devices. Note: this is an indicative list and may change from time to time.
Maker
Brand
Model
Samsung
Galaxy S8
SM-G9500
Samsung
Galaxy C9 Pro
SM-C9000
Samsung
Galaxy Note 5
SM-N9200
LG
G6, G6+
H870-DS
LG
V20
H990-DS
Samsung
Galaxy Note 8
SM-N950F
Samsung
Galaxy S6
SM-G920F
Google
Pixel
G-2PW4200
Google
Pixel 2, Pixel 2 XL
N/A
Samsung
S9, S9+
SM-G9600
LG
V30+
H930DS
Sony
(Xperia XZ2)

(Xperia XZ2 Premium)
H8296
Samsung
J6
SM-J600
HTC
U12+
HTC U12+
Fingerprint is available only on the following devices. Note: this is an indicative list and may change from time to time.
Maker
Samsung
Brand
Galaxy S8
Model
SM-G9500
Maker
Samsung
Brand
Galaxy C9 Pro
Model
SM-C9000
Maker
Samsung
Brand
Galaxy Note 5
Model
SM-N9200
Maker
LG
Brand
G6, G6+
Model
H870-DS
Maker
LG
Brand
V20
Model
H990-DS
Maker
Samsung
Brand
Galaxy Note 8
Model
SM-N950F
Maker
Samsung
Brand
Galaxy S6
Model
SM-G920F
Maker
Google
Brand
Pixel
Model
G-2PW4200
Maker
Google
Brand
Pixel 2, Pixel 2 XL
Model
N/A
Maker
Samsung
Brand
S9, S9+
Model
SM-G9600
Maker
LG
Brand
V30+
Model
H930DS
Maker
Sony
Brand
(Xperia XZ2)

(Xperia XZ2 Premium)
Model
H8296
Maker
Samsung
Brand
J6
Model
SM-J600
Maker
HTC
Brand
U12+
Model
HTC U12+

Q: I have the android device mentioned above. However, I am still unable to use HSBC India Mobile Banking app.

A: Mobile handset without Trusted Execution Environment (TEE) are not able to use HSBC India Mobile Banking app due to security issues. These may include any rooted devices or jail broken devices. Please contact your local authorized dealer for more information. 

Q: Can I use Face ID to log on to the HSBC India Mobile Banking app?

A: Once you have set up your mobile handset, set up your PIN and log in for the first time using your PIN, you will be able to activate and use Face ID instead of typing in your PIN. Please note that Face ID is currently available only on iPhone X devices. 

Q: I have forgotten my PIN to login to Mobile App, how do I reset the same?

A: Tap on the "Reset PIN" button at the bottom of the page on the login page. You can choose to reset the PIN with the ‘secondary password & SMS OTP’ or security device option. If you select the ‘secondary password and SMS OTP Option, you will then receive an activation code on your mobile number updated in our records. Input the one time passcode for validation on the app. Once completed, you can then create a 6-digit PIN which you will use to log on to the app going forward. Once you have confirmed the 6-digit PIN, you will be automatically logged off the app and need to input the 6-digit PIN again to log on.

Q: Which kind of mobile handset can I access HSBC India Mobile Banking app on?

A: You can access the HSBC Mobile Banking app on the following types of mobile handsets/tablets. The application cannot be downloaded on other devices. 

  • Devices with iOS 10.3.3 or above versions and 
  • Devices with Android 5.0 or above versions 

Q: Can I use a different Personal Internet Banking username and password for mobile banking apps?

A: 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.

Q: Can I register for Personal Internet Banking on mobile banking?

A: No, you cannot register for Personal Internet Banking on your mobile. You have to register for Personal Internet Banking through our website www.hsbc.co.in 

Q: Which functionalities will require a Security Token or Transaction Data Signing through mobile banking app?

A: In the new HSBC India Mobile Banking app, security device is no longer needed. However, you will need to set up your mobile handset after downloading the app from Google Play store or App store. Only properly set up mobile handset can be used to logon to the respective HSBC accounts and make transactions. 

Q: How do I authorise transactions on the mobile banking app? Will I need to use the Security Device to authorise the transactions?

A: In the new HSBC India Mobile Banking app, security device is no longer needed. However, users will need to set up their mobile handset after downloading the app from Google Play Store or App Store. Only properly set up mobile handset can be used to logon to the respective HSBC accounts and make transactions.

Q: What happens if I make a transaction of more than 1 million on my mobile handset?

A: Our new HSBC India Mobile Banking app does not support a transaction of more than INR1 million per transaction at the moment. Please visit HSBC Personal Internet Banking through browser to carry out a transaction that is more than INR1 million. Please stay tuned, we will enhance the transaction limit on our Mobile banking app soon. Total daily limit between Personal Internet Banking and mobile banking app is combined to maximum INR 30 Lakhs.

Q: How secure is it to use the mobile application? What are the security features available on the app?

A: Keeping your information safe online is a top priority for us. Find out more about our online security measures.

Q: Why can’t I access the Open Fixed Deposit or Personal Loan feature in the ‘HSBC India’ app?

A: Only customers residing in India with both their residential and correspondence address based in India are eligible for the placement of a Fixed Deposit and Personal Loan in the ‘HSBC India’ app. 

Please use other alternate channels to place a fixed deposit. 

Q: Why are there only 20 transactions shown in the transaction history on new mobile banking app?

A: For credit cards, more than 20 transactions will be shown; but for other account types, a maximum of 20 transactions will be shown at the moment. Please visit HSBC Personal Internet Banking for detailed transaction history. We are constantly enhancing the mobile banking app for a better customer experience. Please stay tuned.

Q: I have received an email from <sender name – India customer mailing address> with the subject line "<email subject line>". How do I know this is a genuine email sent by HSBC and not a phishing email?

A: The sender's identity and the email subject line that you have provided indicate that the email was sent by us. We email our customers about changes to HSBC Personal Internet Banking and HSBC India Mobile Banking app. For your security, genuine emails from HSBC will never request you to reply to any email that asks you to provide or confirm your online banking log on details.

If you believe you have received a suspicious email, don't click on any link or open any attachment. Just forward the email to phishing@hsbc.com and we'll investigate it.

Q: How can I view my eStatements using HSBC India app?

  1. After logging in, select the credit card/bank account for which you wish to view statements
  2. Select ‘View statements’ icon
  3. Select the required statement date 

It will take a while for the statement to load.

Q: How can I share my eStatements?

You can use the share function by pressing the ‘share’ icon at the top-right corner when viewing the statement. You can then download the PDF version of the statement or share the statement with others via email, message or AirDrop. To protect your information, sharing the statement on social media is not allowed.

Q: What eStatements are available on the app?

Last 15 bank account statements (individual and composite)

Last 12 months’ credit card statements

Q: Why is the HSBC India app requesting access to my photos, media and files when I try to view my statement?

Android device users will be asked to give this access, as the eStatements will be downloaded on your device and opened via a PDF viewer. When you see the prompt, please select ‘allow’ button and then you’ll be able to view your eStatement. If you do not allow access, you will not be able to view and download the statements through the mobile app.

iPhone users will not be asked for this access, as the technology allows for the statement to be viewed in the default app.

1. Do I have to enable device location on my  the HSBC India app ?

A: No, this is a voluntary decision to help enhance the security of your mobile banking experience. You can disable/enable location permission to the HSBC India app at any time through the "Manage Security" settings page under the "Profile" tab on the app.

2. Why do I have to enable both Device Location and App Permission?

A: Device Location enables your device to track your location, while App Permission allows the HSBC India App to have access to your location. Both features need to be turned 'On' in order for the HSBC India app to receive your location.

3. What will HSBC do with the location I shared?

A: This geographic location (latitude and longitude) are gathered and help the bank create customer's profile to enhance your security against any suspicious activity.

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