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Online Banking FAQs

Common questions for HSBC Online Banking

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Online Banking

What is Online Banking?

Internet Banking is an electronic service provided by HSBC to allow you to perform transactions, payments etc. over the Internet - through the Bank's secure website.

What are the benefits of using Online Banking?

With Internet Banking, you can conduct your banking transactions from any location as per your convenience. Internet Banking provides a comprehensive range of online transactions and information that can help you better manage your financial assets. It’s secure and convenient.

What are the services and transactions which can be accessed* through Online Banking?

  • Check your account balance
  • View your transaction history of your banking accounts and credit card
  • Transfer money between your accounts and other accounts at HSBC
  • Transfer funds to overseas account (may require supporting documents)
  • Transfer funds to another local bank account
  • Pay your bills
  • Enquire on interest rates and foreign exchange rates
  • Open and update maturity instruction of your Term / Fixed Deposits
  • Manage Wealth Management Products and Mutual Funds
  • Stop cheque or order new cheque books 
  • Update personal information (except address)
  • Opt for e-Statements for banking accounts and credit cards 
  • Register for Mobile Banking Alerts and manage the alerts limits 

*Please note specific terms and conditions may apply according the chosen service / transaction

Will there be any charges to signing up for Online Banking?

You do not need to pay any charges to sign up.

Who can use Online Banking?

Customers with a primary Credit Card, ATM card / Debit card or phone banking number can register for and use Internet Banking.

How safe is Online Banking?

HSBC takes every precaution to keep your online experience safe. In a continued effort to safeguard online banking transactions, HSBC requires full 128-bit encryption for Personal Internet Banking use. Encryption is a process that transforms sensitive information into a string of unrecognizable characters before they are sent over the Internet and helps keep your information private between the bank's computer system and your Internet browser.

How do I apply for Online Banking?

You can register for Internet Banking at www.hsbc.co.in using your primary credit card, ATM / Debit card or phone banking number.

How will I know if my registration for Online Banking is successful?

You will receive a confirmation immediately after registration. You should log on immediately using your Online Banking Username and Password.

Is Online Banking available 24 hours?

The Online Banking service is available round-the-clock, seven days a week. However, some transactions like made outside working (or specific) hours will be processed the next working day. Any downtime will be displayed on the login page prior to 5 days.

What do I need in order to use your Online Banking service?

  • A computer with Internet connection.
  • Windows Operating Software (O/S) Users: Internet Explorer 8.0 and above (recommended to have full compatibility with our system). 
  • Screen resolution: 1024 x 768 (with 800x 600 resolution users should still be able to view all content, but vertical and horizontal scroll bars may need to be used).

Can I access my accounts when I'm overseas?

Yes, as long as you have an Internet connection and your passwords and or Security Device.

I have a problem connecting to the internet while overseas or in India. What do I do?

You will have to call your local Internet Service Provider e.g. Bharat Sanchar Nagam Limited (BSNL), Airtel, Vodafone, etc who will assist you.

What if I'm disconnected from the Internet in the middle of a transaction?

Please check the transaction has been passed through with the payee and with your account once the connection is back, Should you need assistance, please contact our Customer Service Numbers

What should I do if I notice discrepancies on my accounts?

Please report discrepancies, within 30 days by contacting our Customer Service Numbers

How can I get assistance if I experience difficulties using the Online Banking Service?

Should you need assistance, please contact our Customer Service Numbers

Log On

What do I need in order to register for Internet Banking service for the first time?

To register for Internet Banking, you will need to have any one of the following:

  1. Your 10 digit Personal Banking Number (PBN) and 6 digit Phone Banking PIN; or 
  2. Your 16 digit Credit Card Number and 6 digit Credit Card ATM PIN; or 
  3. Your 16 digit Credit Card Number and Residence telephone number; or
  4. Your 16 digit ATM / Debit Card Number and 6 digit ATM PIN.

You should have activated your ATM / Debit Card by using it at an HSBC ATM at least once before registering for Internet Banking.

To activate your credit card please contact our Customer Service Numbers

Why should I set up Security Questions and Answers for online password reset?

Online password reset allows you to reset your current password online anytime when you forgot your password, provided that you have set up Security Questions and Answers before. This feature offers you a very convenient way to enhance your account's security.

How do I log on?

In order to log on, please click on Internet Banking Log on button in the Home Page and do the following steps:

  • Enter the Username followed by the Password you have created during online registration process.
  • Key in the security code which you may get by pressing the grey button on the HSBC Security Device

OR

  • Enter the Username followed by the Password you have created during online registration process.
  • Key in desired secondary password digits shown on the webpage whilst log on.

What if I have forgotten my Internet Banking Username or Password?

If you forgot your primary password or secondary password, select the Forgotten your password link on the log on screen. You will be asked to enter your Security Answers. Upon correct entry of the security answers, you will proceed to reset your password.

If you forgot your Personal Internet Banking Username, please contact our customer service numbers

Why do I get this message saying 'JavaScript Error'?

This means that the Java applet is not completely loaded onto your PC. Follow the instructions below to fully load this up:

Click on the Refresh button in the browser's top navigation bar Re-select the transaction and wait for the loading to be completed.

Proceed again with your transaction

If this does not help, clear the browser's cache and log on again. To clear the browser's cache for Internet Explorer 7.0:

  • Click on Tools
  • Select Internet Options
  • Click on General
  • Click on Delete Files within the Temporary Internet Files section
  • Click OK
  • Close and open your browser again

Will I be able to change my Internet Banking ID/ Username and Passwords (primary and secondary)?

You cannot change your Internet Banking ID / Username but you can change your primary password and secondary password anytime by using the online password reset option available under the 'Services Menu' after you login to internet banking.

What will happen if I leave my profile logged on for a while?

To protect your account, HSBC offers Auto log off function for Internet Banking. This means that if you leave your profile logged on inactive for a period of 9 minutes, a 60 second prompt will pop up to ask for your permission to stay logging on. If you do not confirm to continue using the service, it will automatically log off. If you wish to use the service again, please redo the logging on procedure.

What is the online password reset feature?

Online password reset allows you to set your new password online when you forget your current one, provided that you have set up your Security Questions and Answers before. This means that you do not have to submit any forms to the bank for processing as long as you are able to provide your Username, Security Code as well as Security Questions and Answers accurately via Internet Banking.

What are the benefits of using the online password reset feature?

You will be able to reset your password instantly, at any time.

How does the password reset process work?

Select the Forgotten password link on the log on screen. You will be asked to enter your Security answers. Upon correct entry of the security answers, you will proceed to reset your password.

How do I set up my security questions and answers?

If you are not a Internet banking registered customer, you will be asked to setup your security questions during the registration stage. You need to choose the Security Question from a set of preset questions and provide a memorable answer to each of the questions. Please ensure that you are the only one who knows the answers to these questions.

If you are an existing Internet banking customer you can set up your security questions by selecting the 'Set up Security Questions' option under the 'Service' menu after you login to your internet banking

How do I change my Security Questions and Answers?

You can change your Security Question and Answers when you log on to Internet Banking under Services Menu.

Are there a minimum or maximum number of questions I have to select when I set up online password reset?

You only need to complete two questions when setting up this feature. There is neither maximum nor minimum, you should keep in mind that in order to benefit from this feature, you will have to remember the answers to the 2 questions which you have selected.

What happens if I forget the answers to the questions that I had selected?

If you forget the answer to one or more of the questions, you will be able to create new questions using the Offline Password Reset (OFR) Option by selecting "forgot security questions" option on the login page.

Will I be assigned a password or do I get to choose my own password?

You are required to set your own password during the registration process. Any time you change/reset your password, you will also be asked to set your own password.

Security Device

What is the HSBC Security Device?

The HSBC Security Device is a small, key-ring size, digital code generator provided to Internet Banking customers. Once activated, you will need to use the Security Device to generate Security Codes, which are required when you log on and transact on Internet Banking.

Why has HSBC selected the Security Device solution rather than other security measures?

The Security Device solution has been selected by HSBC as the technology that best meets our customers' need for flexibility and portability, and our business volume requirements. The Security Device meets industry best practices for Two-Factor Authentication standards, while providing the following benefits to you:

  • The Security Device itself generates the Security Code. As there is no dependency on a third party for Security Code generation or transmission, our customers do not need to rely on another party's service standard to access Internet Banking.
  • The generation of the Security Code is not dependent on capacity constraints, signal availability or the geographical location of our customers.
  • The Security Device is small, light and portable. It can be used on Internet-enabled terminals and does not require any downloads, setups or system adjustments.

Why do I need a Security Device?

The Security Device serves to protect you from the potential internet risks while using Internet Banking.

How do I get a Security Device?

After registering for Internet Banking, you can order the security device from the "Order Token" option under the 'service' menu. The Security Device will be sent to your mailing address within 7 days. 

Can I collect my Security Device at a HSBC Branch?

The Security Device will be delivered to your correspondence address for your convenience. Please ensure that your mailing address in our records is up-to-date.

Will I have to pay for the use of the Security Device?

As part of our commitment to online banking security, we will issue your first Security Device free of charge for Premier and Advance customers. In the event of loss of the security device, HSBC may levy a fee for replacements specifically caused by loss or negligent damage to the Security Device.

For details on charges for the security device you may visit the security device page.

What is a Security Code?

A Security Code is a single-use, time-sensitive password generated by the Security Device. The Security Code is to be used together with your Username and Password when accessing Internet Banking. It will also be required for most transactions and instructions made in Internet Banking

What is the serial number of the Security Device?

Each Security Device has its own unique serial number, a 10-digit number located on the back of the Security Device in the format XX-XXXXXXX -X (e.g. 01-2345678-9). This number helps link the selected Security Device with your Internet Banking profile.

Is it safe to send the Security Device by postal mail?

The Security Device is delivered to your correspondence address as per the bank records. Prior to use, the Security Device must be activated online. Until activation is completed, the Security Device has no security value. It is safe to send the device via postal mail, as a potential fraudster would not be able to attach the Security Device to your profile to commit fraudulent transactions unless they are in possession of all your Internet Banking credentials. If you suspect that your Internet Banking credentials have been compromised, please contact our Customer Service Numbers immediately. 

Can I choose to not use the Security Device for Internet Banking?

You can choose not to have the Security Device, however, for certain transactions the Security Device is must. If you do not have the Security Device, you will not be able to perform those transactions which required the Security Device. Given below list of services for which assistance of a Security Device is required: 

  • Place a request for Demand Draft/Cashier Order 
  • Send Secured Messages 
  • Third party Fund Transfer 
  • Issue replacement PIN (For Debit/Credit Card) 
  • Order a new Cheque Book 
  • Mobile Text Banking Registration 
  • Update Personal Information except address information 
  • Set up / Increase Internet Banking limit for third party funds transfer

HSBC has a duty to ensure that your banking information and online transactions are safe and secure. The use of a Security Device will allow us to provide maximum security to you hence HSBC highly recommend the usage of Security Device.

Is there a deadline to activate the Security Device after it is received?

Yes, you need to activate the security device within 30 days after you place a request for the device.

Why is HSBC giving me only one Security Device and may I request for another as a backup?

Only one Security Device can be linked to your Internet Banking Username at any point in time. This is to ensure that only you are able to access your Internet Banking service. The Security Device is unique and has a distinctive Serial Number that helps prevent copying, alteration, or tampering.

When do I use a Security Device?

You are required to use your Security Device when making transactions/ instructions in your Internet Banking. Given below list of services for which assistance of a Security Device is required: 

  • Place a request for Demand Draft/Cashier Order 
  • Send Secured Messages 
  • Third party Fund Transfer 
  • Issue replacement PIN (For Debit/Credit Card) 
  • Order a new Cheque Book 
  • Mobile Text Banking Registration 
  • Update Personal Information except address information 
  • Set up / Increase Internet Banking limit for third party funds transfer
  • Add / Delete Beneficiary 

How do I use my Security Device?

When prompted for a Security Code on Internet Banking:

  • Ensure that the Light Emitting Diode (LED) screen is facing you and the light-grey button is on your left-hand side.
  • Press once on the light-grey button of the Security Device to generate a Security Code.
  • Enter the displayed digits into the requested field on Internet Banking via your computer's keyboard.

The Security Device will turn off automatically after a short time interval. To generate a new Security Code, simply press the light-grey button of the Security Device again. As a Security Code is single-use code to be used for one transaction only, you will need to obtain a new code for when you execute certain transactions online.

What if I accidentally press the button on the Security Device?

It does not matter. The security codes are randomly generated and this will not affect your subsequent logons or transactions.

Will HSBC disable my Internet Banking access if I input the wrong Security Code?

To protect your information, your Internet Banking service will be disabled if you enter too many incorrect Security Codes. This feature acts as a fraud deterrent as well.

How do you know I am entering the correct Security Code?

When you set up your Internet Banking service, your Security Device becomes linked to your username - only you can use it. When you enter a Security Code, we check to make sure that the Security Code was generated by your Security Device. If you enter an incorrect Security Code, you will be prompted to enter a new one. If you continue to get an error for incorrect security code, please contact our Customer Service Numbers.

What if the Security Code is not accepted?

If the Security Code is not accepted, you can generate a new Security Code to try again. Should you continue to face difficulties, please contact our Customer Service Numbers

How is the Security Device powered?

The Security Device is battery-powered with a lifespan between three to five years. You cannot replace the battery in this device and will need to request for a Device replacement.

Do I have to provide replacement batteries for the Security Device?

No, the Security Device will provide warning that the battery is running low on power. To order a replacement, please contact our Customer Service Center

How long will the battery last?

The battery normally lasts from three to five years.

What should I do to order a replacement Security Device?

If you lose or damage your Security Device, please be informed that a replacement fee will be charged. In case of a damaged Security Device, it is strongly recommended that you contact our Customer Service Center immediately to inform us about your lost/stolen/broken Security Device, and that Security Device will be deactivated right away for your own account security, they will take a Security Device replacement request on the call. The replacement Security Device will be sent to your mailing address. The existing Security Device will also be cancelled when you advise us that the Security Device has been lost, broken or stolen.

What should I do when I receive a replacement Security Device?

Once you have received a replacement Security Device, simply Log on to Internet Banking. You will be asked to activate your new token after entering the password.

Do I need to return the damaged Security Device when I receive a replacement?

No. You do not have to return the damaged Security device to the bank, you may carefully discard it at your end.

How long do I have to wait for the replacement Security Device to be delivered?

For customers with mailing addresses in India, the expected delivery time is 7 working days from receipt of the request for replacement.

I am a frequent traveler; can I use the Security Device to log on to Internet Banking when I am overseas?

Yes. If you typically use our online services from more than one location, we suggest that you make it a habit to bring the Security Device with you when you travel. This is the reason the Security Device has been designed to be small, light and portable.

I am / will be residing overseas for a long period of time and will not be able to collect the Security Device that HSBC mailed to my home address. Can you arrange for another Security Device to be delivered to a temporary address overseas?

The Security Device will be delivered to your correspondence address for your convenience. Please ensure that your correspondence address in our records is up-to-date.

Can the same Security Device be shared among different Internet Banking customers?

No. The Security Device cannot be shared between different Internet Banking customers. Each Internet Banking customer will receive one Security Device, which will be associated with only one user (together with their Username, Password and other security credentials).

Is the Security Device generating mechanism easy to imitate?

The Security Code is a randomly generated number, and the algorithm formulas are protected with high security standards. The probability of guessing the number is extremely low given that the number is only valid for a short period of time.

I don't have my Security Device with me today, can I log onto Internet Banking?

Yes, you can log on to your Internet banking account using the passwords option by entering both primary and secondary passwords. However, if you need to do any transaction that requires Security Device, you will not be able to perform the transaction unless you have your Security Device with you.

When I try to enter the Security Code I keep getting an error message?

If you keep getting an error message, please contact our Customer Service Center.

Can I use my existing and replacement Security Devices concurrently?

No, once you start using a replacement Security Device, the existing one will be deactivated automatically.

How do I dispose of my Security Device?

You can carefully dispose the security Device at your end.

Is HSBC Internet Banking compatible to all browsers and operating systems?

We highly recommend you to use Internet Explorer version 8.0 or above on Windows XP. Other browsers and operating systems may not be fully compatible and may not display the content properly.

Do I need to enable Cookies on my browser?

Yes, please make sure that cookies are enabled. On Microsoft Internet Explorer, you can enable cookies by performing the following steps:

  • Click on Tools on the browser toolbar and select Internet Options
  • Choose the Security page
  • Click Custom Level
  • Click Allow Cookies that are stored in your computer
  • Click OK

How can I check if my browser uses 128-bit encryption?

For Microsoft Internet Explorer, you can check whether 128-bit Secure Socket Layer (SSL) is being used in the following ways:

  • Move your mouse over the 'security lock icon' at the bottom-right corner. A tool-tip of "SSL secured (128-bit)" should pop up if you are connected using 128 Bit SSL; OR
  • From the 'File' menu in the toolbar, select 'Properties'. "Connection" with "SSL 3.0, Rivest Cipher 4 (RC4) with 128-bit encryption (High); Rivest–Shamir–Adleman (RSA) with 1024 bit exchange" is shown if you are connected using 128 Bit SSL

Can I access Internet Banking if my browser does not support 128-bit SSL encryption?

No. You will not be allowed to access Internet Banking if your browser does not support 128-bit SSL encryption. Please upgrade your browser or install an alternative Internet browser that supports 128-bit SSL encryption.

Accounts

How far back can I view my account history?

You may view your account history up to 90 days from today. If you do not specify a date range in View Account History, this month's account history will be reflected only.

What should I do to select or deselect my accounts for online access?

Your accounts will be automatically linked to the service from the moment the accounts are opened. These accounts include current accounts, flexible deposit accounts, time deposits, loans and credit cards. If you wish to select or deselect your accounts, please proceed to 'Services' on the left-hand menu and click on Select or Deselect Accounts.

Can I check my credit card account balance, transaction history and reward points?

Yes, you can as long as you are the primary cardholder.

To check your credit card account balance and/or transaction history, select your credit card from the Account Summary. A list of unbilled transactions will be displayed for your respective cards.

To check your reward points, simply click on the Credit Card Account Balance.

Can I redeem my credit card reward points online?

Yes, you can.

How far back in record can I retrieve transactions for my credit card account via Internet Banking?

You may retrieve your transactions up to your last credit card statement.

Why can't I view my credit card transaction history?

You should be able to view your credit card transactions unless:

  • You are the supplementary cardholder. 
  • You have not linked your credit card to the service. To do so, click on 'Services' on the left-hand menu and proceed to "Select or Deselect Accounts" where you can link your credit card by checking the tick-box next to your credit card.

What should I do if I encounter a discrepancy on my credit card transaction history?

If you find a discrepancy in your transaction history, please contact our Customer Service Centre immediately for assistance.

When I transfer money, is the transfer effective immediately?

This depends on the nature and timing of the transaction. For transfers to other HSBC accounts, this will be effective immediately if it is received before the cut-off time for that day. For payments to HSBC Credit Cards, this will be effective the next working day.

Why are there so many options to determine when and how often my transfer is made?

There are essentially 3 ways to instruct us when you want your transfer effective:

  1. Transfer now: To make the transfer immediately (if submitted within cut-off time) or the next available opportunity (at the start of the next working day)
  2. Future transfer: To make the transfer at a later date pre-defined by you (thus you need to indicate the exact working date you want us to make the transfer). 
  3. Recurring transfer: To make more than one frequency of the same transfer for a set period. This ensures that you only need to give us the details of your transfer once and we will follow your instruction for when and how often you wish to make the same transfer.

How can I view those transactions done on my account?

The Account History allows you to view all transactions done on your accounts for the last 60 days.

Can I set a limit before I do a third party funds transfer online?

Yes, if you are an internet banking registered customer, default third party pre-designated and non-designated transfer limits will be provided. Pre-designated limits and non-designated limits will be set up to 15 lakh per Customer per day.

What are the charges for online third party transfers?

Charges for online third party transfer are available in the online banking section.

What should I do to increase my personal transfer limit?

You can log on to your Internet Banking and change 'Internet banking Transfer Limits' through the 'Service' Menu

What are eStatements?

eStatements are simply your bank statements in an electronic form. It is presented in Portable Document Format (PDF) that can be downloaded onto your own computer. eStatement will only be generated on the upcoming statement date.

Last 15 eStatements are available online for Bank accounts & Last 11 eStatements are available online for Credit Cards. Please download your statements and keep for future records.

Will I be receiving my bank statements via postal mail each month if I opt for the eStatements?

No. With eStatements, you can only access your bank statements online, i.e. by logging on to Internet Banking. You will not be receiving your bank statements via post if you have opted for eStatements.

How Bill Payment works?

With the Bill Payments Service through Internet Banking, you can register for your billers and begin making payments online. You can also setup your payment schedules in advance. Payments are automatically processed on the scheduled dates and sent to your billers.

Am I eligible to register for Bill Payment?

You can start registering your billers now through the Pay Bills option available in online@hsbc (Internet Banking), if you are already registered for online@hsbc.

Which billers can I make a payment to?

Select your city from the list of billers available through the Bill Payments service of online@hsbc.

Will there be any charges for online bill payment service?

No, there are no charges for online bill payment service thorough Online Banking.

How do I register for a biller?

You need to add each biller to your personal biller list before you can begin making bill payments. Please click on the Pay Bills and then Add Biller option in online@hsbc to register for billers. You will need to provide your consumer reference number with the billers to register.

What is a Consumer Reference Number?

You will set up your billers by providing your account numbers (consumer reference numbers) with them. Consumer Reference Number is the unique identification number assigned to you by each Biller/Payee, for example, with Mahanagar Telephone Nigam Limited (MTNL) your telephone number would be you Consumer Reference Number. The Customer Reference Number appears on every bill you receive. During the registration process, you should keep your current bills with you to reference when you input account numbers with billers.

How long will take to process the application and activate the billers that I register for?

Your requests for registration of billers are sent to respective billers for validation. The time required to activate the biller for your account varies with each biller. Select your city and Biller from the Biller List to view the indicative time required by the billers to complete the registration process.

How do I know that my registration request for a biller has been processed?

You will receive an email (on the email address provided by you at the time of registration), informing your biller registration has been completed. Please begin paying your bills only after receipt of this intimation.

If I have moved the mobile number service provider for my mobile bill under the Mobile number Portability option, will my biller registration continue to remain the same?

In case you have changed your mobile network service provider of your registered mobile number on HSBC Bill Pay Services, (through the Mobile number portability (MNP) option or otherwise), kindly remember that you will be required to first de-register from the existing mobile service provider by making a pin verified call at the HSBC Phone Banking or send a secured message through HSBC on-line banking or visit your nearest branch and place a written request. Once de-registration is successfully done you may once again register for the new mobile network service provider through 'Add Biller' option in online@hsbc.

Public Key Infrastructure

What is Public Key Infrastructure (PKI)?

PKI (Public Key Infrastructure) is a comprehensive system of hardware, software, policies, processes and technologies which is required to create, manage, distribute, use, store and revoke digital signature certificates and manage public-key encryption. PKI will need to be used to authenticate transactions on Online Banking.

What is a Digital Signature Certificate?

Digital Signature Certificate means a certificate used by the user to authenticate the transactions carried out on Online Banking.

Is it compulsory for me to have a Digital Signature Certificate for HSBC Online Banking?

Using Digital signature(s) for authenticating transactions on Personal Internet Banking is an optional security feature available to our customers. However, you can still continue to use the existing token based or password based two factor authentications. You can select the most suitable option basis your security requirements.

Is it essential for me to register the Digital Signature Certificate with HSBC and how do I register to the Digital Signature Certificate on HSBC Personal Internet Banking?

Yes, you can register for the Digital Signature Certificate through your existing HSBC Internet Banking ID using your security device.

If you do not have a security device, kindly contact the Call Centre or your nearest branch and request for the same.

How do I procure a Digital Signature Certificate?

You can procure a Digital Signature Certificate by approaching a Certified Authority in India.

Is there a software/hardware requirement for usage of the Digital Signature Certificate?

Once the Digital Signature Certificate is procured from the Certified Authority, you will have to follow the relevant instructions and install the digital signature on your system.

Would I be able to perform transaction from another system or I will be restricted to the same system I have configured the drivers for the Digital Signature Certificate?

Yes, you can transact from any system where your digital signature has been installed.

Would I require my Security Device if I have already registered for a Digital Certificate?

Login to Internet banking would require your security device. However, post Login all transactions will be verified by your digital signature.

What are some of the HSBC Internet Banking Services that can be carried out with a Digital Signature Certificate?

Some of the transactions that can be carried out through the Digital Signature Certificate are

  • Local and Overseas Fund Transfers
  • Bill Payment
  • Request for Demand Draft / Cashiers Order
  • Book a Term Deposit
  • Investment Transactions

If I de-register the Digital Signature Certificate, will I be able to transact using the Security Device of the Bank?

Yes, you will automatically move back to the Security Device signing mode.

Whom do I contact on loss of the PKI token?

You need to contact HSBC Phone banking to have the Digital Signature Certificate blocked for any further usage on HSBC Internet Banking. You would also need to contact the Certified Authority to inform them about the loss of the PKI token and have the same blocked and replaced on requirement.

I am registered for a Digital Signature Certificate but the certificate has expired.

You need to contact your Certified Authority for renewal of the Digital Signature Certificate. Upon receipt, you have to re-register the new certificate on HSBC Internet banking.However, you can continue to transact on Mobile banking using the security device.

My PKI token is not working/not accepting my Password and I am not able to proceed with the transactions, what should I do?

You are required to contact your Certified Authority from where the PKI token was procured.

In the absence of the PKI token, will I be able to perform transactions with HSBC security device token.

If you are registered with the Digital Signature Certificate, you will require the PKI token for transactions through Online Banking.

However, you can continue to transact on Mobile banking using the security device.

Is the Digital Certificate required for Mobile Banking?

The Digital Signature Certificate option is available only for Personal Internet Banking (PIB) transactions and not for Mobile Banking transactions and therefore you may continue to use the Security token and Transaction Data signing or dual passwords as the mode of authorizing transactions executed through Mobile banking.

How can I transact using the HSBC Mobile Banking App post registration of the Digital Signature Certificate?

You will continue to use the Security token and Transaction Data signing or dual passwords as a mode for authorizing transactions executed through the Mobile banking app.

Whom do I contact for guidance required on the installation of the token drivers?

Certified Authority through which the token is procured will guide you on the installation process.

Can I have the same Digital Signature Certificate loaded on another token device?

Keys and the digital signature certificate responsible for successful signing of the transaction reside on the same token. Hence the certificate cannot be loaded on another token device.

Will I be able to use the same token device for authenticating the transactions with another banks?

Yes, the same digital signature certificate can be used for transactions with other PKI enabled banks.

Will I be able to load more than one Digital Signature Certificate on the token device?

Yes, you will be able to load more than one digital signature certificate on the token device. This will also depend on the size of the keys and the digital certificate as well the token device size.

Will I be able to use more than one Digital Signature Certificate for HSBC Internet Banking?

HSBC Internet banking allows you to register with one digital signature certificate at any given point of time. However you may choose the digital certificate to your suitability.