Frequently asked questions

Call our 24 hour-hotline at 95366 and we’ll take care of it.

Enter your username on the online banking log on page, then select ‘Log on with password instead’. Next, choose 'Forgotten your password'.

• If you can remember the answer to your security question, select ‘Security question and SMS one-time code’
• If you activate Digital Authentication, select ‘QR code and SMS one-time code’
• If you want to continue by using your physical Security Device, select ‘Security code and SMS one-time code’
• If you can’t use any of these solutions, select ‘I'm unable to use any of these methods’, then select ‘Reset security details and go to branch to complete the reset process’
  

• You can log on to HSBC Online Banking and follow these steps:

1. Go to 'Transfer and Currency Conversion' in the 'My Banking' section.
2. In the new transaction page, select multi-currency savings account as outward account, then choose foreign currency account linked to other country / territory under 'My accounts' as inward account.
3. Verify and confirm the details to complete the transaction.

• You can also log on to the HSBC Mobile Banking app to make transactions.

*Please refer to the app interface and functionality as the most accurate version of mobile banking service

• You can log on to the HSBC China Mobile Banking app, select 'More', then choose 'ID expiry date update'.

Note: Updating via the mobile app is currently unavailable for non-residents of mainland China including Hong Kong, Macau and Taiwan residents. You can only do so if you're a resident of mainland China whose identity documents will expire within 60 days or have already expired, and who needs to upload their second-generation ID card to update the validity period.

• You can also bring your updated original documents to HSBC China branches to update your information.

You can ask to change your credit limit by calling our 24/7 customer service hotline on 95366. If you're calling from overseas, Hong Kong SAR, Macau SAR or Taiwan, please enter the country code for China +86 (21).

The currently supported devices and operating systems for HSBC China Mobile Banking app are as follows:

• iPhone, iPad and iPod Touch with iOS/iPadOS version 15.0 or above (excluding Beta version)
• Android™ devices with Android™ OS version 9.0 or above (excluding Beta version)
• Touch ID/Face ID authentication is supported on iPhone, iPad and iPod Touch models with Touch ID/Face ID
• Fingerprint authentication is available on compatible Android™ devices running Android™ OS version 9.0 or later.

We're continuously working to update and optimize our app to support the latest devices and operating systems. If you are using a device/ changing your device or updating your device's operating system to one that is not on our supported devices/ operating systems list, you may not be able to access and use our HSBC China Mobile Banking app.