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Online Banking

Frequently asked questions (FAQ).

Registration

Q01. How do I register for HSBC Personal Internet Banking service?

HSBC Personal Internet Banking provides two ways to register. Please access www.hsbc.com.tw to click “register” and you can choose to: 

  • Use the first 9 digits of bank account number and telephone banking PIN to register

You can enter the first 9-digit of your bank account number and the 6-digit telephone banking PIN to register for Personal Internet Banking service. Next, you can set your own Internet Banking username and password. 

  • Use ATM card or debit card to register 

You can use your ATM card or Visa Debit card 12-digit account numbers plus your 4-digit magnetic stripe PIN and an Issue number to register. Then, you can proceed to set up your own Internet Banking username and password. 

 

Security Device

Q01. Security Device

  • What is a Security Device? 
    A Security Device is a small, portable electronic device, which generates random security codes for one-time use, required to log on and transact on HSBC Internet Banking. 
  • Added transaction security 
    The new Security Device provides HSBC Internet Banking users an additional layer of security to protect against fraudulent transactions. This requires you to:
    (1) Key in beneficiary-related information on the device for non-saved payee transfers
    (2) Generate a unique security code on the device to authorize non-saved payee transfers
  • The new Security Device is PIN-protected
    The HSBC Security Device is unique as it is PIN-protected. You will have to set a PIN during activation and this PIN will be required to unlock the device before each use. 
  • What is a security code? 
    A security code is a single-use random number generated by the Security Device. The security code is to be used together with your username when accessing HSBC Internet Banking. It will also be required for logon and non-saved payee transfers on HSBC Internet Banking. 
  • What is a serial number? 
    The serial number is a unique 10-digit number used to identify your individual Security Device. It is located at the back of your Security Device in the format of XX-XXXXXXX-X where X is a number. (E.g. 12-3456789-0). This number also helps with identification in the case of multiple security devices in a household or company and should not be removed. 
  • Are there any risks associated with the serial number on the Security Device being visible? 
    The serial number is used to identify which Security Device is associated with a specific customer and is only required for the activation process. There is no risk associated with the serial number being visible.

Q02. Functionality

  • Why has HSBC introduced the new Security Device? 
    HSBC is committed to a high level of online banking security. In our continual efforts to advance with technology and provide greater peace of mind for HSBC Internet Banking customers, we are delighted to introduce a new Security Device. 
Your Security Device will provide you with an additional level of protection from a large variety of online threats, including:
Level Protection
Identity theft
Where a fraudster obtains personal details of a victim, and uses these details to complete fraudulent activities such as applying for loans, credit cards, ordering cheque books, etc.
Trojans (keylogging / screen capturing)
Where a victim discloses their confidential credentials to a fraudster by a Trojan unknowingly downloaded on their PC. 
Phishing
Where a fraudster "phishes" for confidential information from a customer by pretending to be from a legitimate source such as a bank or a financial institution. These details are later re-used to carry out fraudulent transactions. 
Man in the middle
Where a fraudster intrudes into an existing connection to intercept the exchanged data and injects false information.
Shoulder surfing
Where a fraudster observes a victim entering their confidential details, and then re-uses these details to carry out fraudulent transactions. 
Your Security Device will provide you with an additional level of protection from a large variety of online threats, including:
Level Identity theft
Protection Where a fraudster obtains personal details of a victim, and uses these details to complete fraudulent activities such as applying for loans, credit cards, ordering cheque books, etc.
Level Trojans (keylogging / screen capturing)
Protection Where a victim discloses their confidential credentials to a fraudster by a Trojan unknowingly downloaded on their PC. 
Level Phishing
Protection Where a fraudster "phishes" for confidential information from a customer by pretending to be from a legitimate source such as a bank or a financial institution. These details are later re-used to carry out fraudulent transactions. 
Level Man in the middle
Protection Where a fraudster intrudes into an existing connection to intercept the exchanged data and injects false information.
Level Shoulder surfing
Protection Where a fraudster observes a victim entering their confidential details, and then re-uses these details to carry out fraudulent transactions. 
  • How do I use my Security Device to log on and when do I need to use the numeric keys? 
  1. The numeric keys are used for inputting your PIN and beneficiary-specific information.
  2. Press “Yellow Button” to enter the beneficiary-specific information and to generate a security code for the transaction.
  3. Press 3 button to generate a security code for non-cash transaction.
  4. Press “Green Button” to turn on the device, to generate a security code for logging on or to delete an incorrect input.
  • What is the difference in functionality between the new and existing Security Device? 
    The new Security Device gives HSBC Internet Banking an additional level of security and provides better protection for “Transfers to third party beneficiaries” by requiring customers to input beneficiary-specific information (e.g. account number) to generate a security code. 
  • How long will the battery of the Security Device last?
    The Security Device is battery-powered with a lifespan between three to five years, depending on the frequency of the usage. You will be prompted with a "BATT#" message when the battery of your Security Device is running low. 
The possible Security Device warning messages are as follows
Indicator
What It Means
BATT5
5 weeks estimated battery life remaining
BATT4
4 weeks estimated battery life remaining 
BATT3
3 weeks estimated battery life remaining 
BATT2
2 weeks estimated battery life remaining 
BATT1
1 weeks estimated battery life remaining 
BATT0
Battery life is exhausted
The possible Security Device warning messages are as follows
Indicator
BATT5
What It Means
5 weeks estimated battery life remaining
Indicator
BATT4
What It Means
4 weeks estimated battery life remaining 
Indicator
BATT3
What It Means
3 weeks estimated battery life remaining 
Indicator
BATT2
What It Means
2 weeks estimated battery life remaining 
Indicator
BATT1
What It Means
1 weeks estimated battery life remaining 
Indicator
BATT0
What It Means
Battery life is exhausted
  • Do I have to provide replacement battery for my Security Device? 
    No, the battery in the Security Device cannot be replaced. Your Security Device will provide warning that the battery is running low on power. You will then need to contact us to get a replacement device.
  • How do I replace my Security Device in the event that the battery is low? 
    You should print, complete and send us the replacement request form available here, or request for the form by contacting us. The replacement Security Device will be sent to your mailing address as per the Bank's records.
  • Why is there a square border surround the numeric keys '1' and '3' on the new Security Device? Does it indicate any special meaning or function?  
    For HSBC Taiwan, there is no particular meaning or function associated with this key. 

Q03. Setting your PIN

  • Why do I need to set up a PIN for the new Security Device?  
    The HSBC Security Device is unique as it is PIN-protected. For added security, you will have to set a PIN during activation and this PIN will be required to unlock your device before use. 
  • How many digits can I choose for the PIN? 
    You can choose a 6-digit PIN for the new device. 
  • How do I set up a new PIN? 
    Please follow the steps below: 
    Step 1: Press “Green Button” to turn on the device press here and hold for 2 seconds
    Step 2: Customer enters new PIN using numeric keypad
    Step 3: Press “Yellow Button” to complete the 1st PIN entry
    Step 4: Customer confirms the new PIN by keypad re-entering it
    PIN Confirmed: The icons “NEW PIN CONF” are displayed for 2 seconds if the PIN is successfully matched between the two input screen, otherwise the message “FAIL PIN” is shown.
  • What happens if my PIN setup is unsuccessful?
    A message ‘FAIL PIN’ will be shown on the device, reflecting that your confirmation PIN did not match the first PIN entered. You will need to restart the PIN setup process by pressing the green button.
  • Why do I see a message ‘NEW PIN not SAFE’ on the device? 
    This means that the new PIN that you have entered is not safe and could be guessed, i.e. repeating or sequential numbers (e.g. 111111, 123456, 543210). Please restart the PIN setup process and choose another 6-digit PIN.
  • How do I change my PIN for the device? 
    Please follow the steps below: 
    Step 1: From the Welcome screen (device is turned on and unlocked), press and hold button 8 for 2 seconds to enter the change PIN function.
    Step 2: Customer enters new PIN using keypad
    Step 3: Press “Yellow Button” to complete the 1st PIN entry
    Step 4: Customer confirms the new PIN by keypad re-entering it
    PIN Confirmed: The icons “NEW PIN CONF” are displayed for 2 seconds if the PIN is successfully matched between the two input screen, otherwise the message “FAIL PIN” is shown.
  • What should I do if I forget my PIN for the device? 
    Please call our Contact Centre hotline: (02) 6616-6000, our customer service representative will assist you to reset the token PIN after your phone banking PIN is verified.

Q04. Turning on your Security Device

  • How do I turn on my new Security Device?
    Please follow the steps below:
    Step 1: Press “Green Button” to turn on the device press here and hold for 2 seconds
    Step 2: Customer enters PIN using keypad
    Welcome Screen: Device unlocked and ready for use HSBC appears in the display.
  • Why do I see a 'FAIL 1', 'FAIL 2' or 'FAIL 3' message on the device?  
    This is because the PIN entered is incorrect. Press the green button to re-enter your PIN. You will have a total of 3 attempts to enter a correct PIN before the device is locked.
    Please call our Contact Centre hotline: (02) 6616-6000, our customer service representative will assist you to unlock the token PIN after your phone banking PIN is verified.

Q05. Replacing your Security Device

  • What should I do if my Security Device is lost or stolen? 
    You should inform us to de-activate your lost or stolen Security Device immediately. Please call our 24-hour Customer Service hotline on (02) 6616-6000
  • What should I do if my Security Device is broken?
    You should print, complete and send us the replacement request form available here, or request for the form by contacting us. The replacement Security Device will be sent to your mailing address as per the Bank's records.

Q06. Transaction authorisation

  • How does inputting beneficiary-specific information into my Security Device increase the security level in Internet Banking?
    The new Security Device requires you to input beneficiary-specific information (e.g. account number) into your Security Device to generate a security code to authorise your transaction. With this additional transaction verification function, it further prevents fraudulent attacks as the transaction will only be made to the account specified by you. This layer of protection provides an increased level of security for your banking transactions.
  • When do I need to input beneficiary-specific information into my Security Device?
    You need to input such information into your Security Device when you are making the “Transfers to non-saved payees” transaction.
  • How do I know what beneficiary-specific information I need to input into my Security Device?
    Please follow the on-screen instructions on the security code input page on HSBC Internet Banking to input the correct information into your Security Device and generate the required security code.
    Please note that for beneficiary account number with 1-3 digits, it can’t use internet banking for transaction, please contact branch for such kind of transaction.
More examples of such instructions are available below.
Scenario
How to input your instructions
Example
Input
Beneficiary account number with 8 or more digits
Use the last 8 digits of your beneficiary account number.

123-456-789 

 

55500066777

23456789 

 

00066777

Beneficiary account number with 4-7 digits
Add zeros in front of your beneficiary account number to form a total of 8 digits.

12345 

 

AB234-5

00012345 

 

00002345

Beneficiary account number comprising letters and 8 or more digits
Omitting non-numeric characters and spaces, enter the last 8 digits of your beneficiary account number into your Security Device. 

123A4567BC89D 

 

AB11-200CD777 

 

333Y 44W 5555

23456789 

 

11200777 

 

33445555

Beneficiary account number comprising letters and 4-7 digits
Omitting non-numeric characters and spaces, add zeros in front of these digits to form a total of 8 digits.

123A4567BCD 

 

AB11-200C 

 

33Y 44W

01234567 

 

00011200 

 

00003344

More examples of such instructions are available below.
Scenario
Beneficiary account number with 8 or more digits
How to input your instructions
Use the last 8 digits of your beneficiary account number.
Example

123-456-789 

 

55500066777

Input

23456789 

 

00066777

Scenario
Beneficiary account number with 4-7 digits
How to input your instructions
Add zeros in front of your beneficiary account number to form a total of 8 digits.
Example

12345 

 

AB234-5

Input

00012345 

 

00002345

Scenario
Beneficiary account number comprising letters and 8 or more digits
How to input your instructions
Omitting non-numeric characters and spaces, enter the last 8 digits of your beneficiary account number into your Security Device. 
Example

123A4567BC89D 

 

AB11-200CD777 

 

333Y 44W 5555

Input

23456789 

 

11200777 

 

33445555

Scenario
Beneficiary account number comprising letters and 4-7 digits
How to input your instructions
Omitting non-numeric characters and spaces, add zeros in front of these digits to form a total of 8 digits.
Example

123A4567BCD 

 

AB11-200C 

 

33Y 44W

Input

01234567 

 

00011200 

 

00003344

  • What should I do if I have incorrectly input the security code too many times and my account transaction gets locked? 
    When an incorrect code is entered 5 times in a row, your account will be locked to protect against unauthorised use. In case of urgency, you can call our 24-hour Customer Service hotline to unlock the transaction. Alternatively you can re-attempt the transaction after 10 minutes.
  • What should I do if I have entered a wrong number into my Security Device during the authorisation process? 
    If you have entered a wrong number into your Security Device, press “Green Button” to backspace and delete your last entry. To clear your entire entry, press “Green Button” and hold.
  • What should I do if the security code I have input on HSBC Internet Banking is not accepted? 
  1. Please ensure the security code you have input matches the security code displayed on your Security Device.
  2. If the security code matches the security code on your device, the beneficiary-specific information entered previously may be incorrect.
  3. Please follow the on-screen instructions and repeat the process to generate a security code. 
    If the security code is still not accepted, Please call our 24-hour Customer Service hotline on (02) 6616-6000.

Account Summary

Q01. How do I check my account summary and details?

You can check your account summary and details in Internet Banking services. After logging on, you will land on Account Summary page and you can view all of your linked accounts, account type, currency and account’s available balance on this page. If you would like to view transaction details, please click account type to access Account History to inquire and examine account transactions and activities during a specified period. In addition, on Account History page, you can click View more details button to check Total hold, accrued interest income, or more information.
Detailed description:
At the start of your Internet Banking session, you will see details of your last logon attempt based on the time of the countries/territories where your accounts are held.For example, if you have accounts with our Hong Kong office and you had logged on from Vancouver in your last attempt, you will see the details of the last attempt based on Hong Kong's time and date.
The account summary provides a quick view of all your accounts with us. All the accounts you have selected to be displayed in Internet Banking are shown grouped by account types, e.g. cheque book and saving accounts, term deposits, loan accounts, mortgages, investments, personal lines of credit, etc. The currency of the account is shown under the column named Ccy (short for currency). The balances are in real time except where it is noted as at the last working date.
Navigation:
To view more details of any account displayed, click on the corresponding account type. 

Q02. How do I check my Previous statement?

From the online banking homepage, you can click [Account Service] and select the [Previous Statement request] function to download your statement data. At this point, the service opens another window and asks you where you want to store the previous statement. Once you have set up your storage location, the service will begin downloading your historical statement data. Please note that since the electronic statement is a PDF file, you need to install the Adobe Reader software to view the historical statement you downloaded.
Please go to Adobe's public website for download: 
http://www.adobe.com

Transaction Inquiry

Q01. How far back in time can I view transaction details and activities?

Through Internet Banking you can inquire up to six months of recent transactions of a selected account. You can specify a date range. If you do not specify a query period, it will automatically list in the 20 most recent transactions.

Q02 Can I access Personal Internet Banking service to perform unit trust transactions and inquiry?

You can view your holdings, including fund names, redemption amount, net asset value, holding units, market value and gain/loss performance; all provided for your reference in My Funds Portfolio in Wealth Dashboard. Furthermore, if you just submit the Unit Trusts (UT) lump sum subscription, redemption, and switch transaction ticket through Personal Internet Banking, please do click 【Buy Funds / Order Status】for transaction detail information.

Q03 Can I access Personal Internet Banking service to perform credit card transactions inquiry?

You can inquire your HSBC credit card number, and credit card balance (outstanding balance accumulated up to the previous business day, for transactions that have been authorized by HSBC, the issuing bank). If you want to know credit card bill amount, please refer to you credit card statement. HSBC business and corporate cards inquiry are not available in Personal Internet Banking service. 

Transfer

Q01. Could I transfer from any of my HSBC(Taiwan) accounts?

You can transfer to any of your HSBC (Taiwan) accounts as long as the transfer amount does not exceed the transaction amount limit; however, the transfer account is limited to your linked account at HSBC (Taiwan)

Q02. What should I do if I want to do foreign currency transfer? How to set up pre-designated payees?

Before conducting the foreign currency transfer via Online Banking, you need set the account you are transferring to as pre-designated payee. To add pre-designated payees, please visit any HSBC Branch for support or fill in the application form and mail back to us.

Q03. How to do Global Transfers? Transfer to your Oversea HSBC Account?

Notice: Before conducting the foreign currency transfer via Online Banking, please set the account you are transferring to as pre-designated payee.

If you would like to do foreign currency transfer to an account that is of others or non-HSBC, please refer to other foreign currency transfer.

Step 1: Select the account you wish to transfer the funds From. (e.g. your HKD account)

Step 2: Select “ your accounts or someone from your payee list ”, and select “ Your international accounts ” from the filter to choose the account you wish to transfer funds to.

(Please make sure you select the account with a country/territory flag to transfer funds to)

Step3: Input transfer details

Step4: Review and confirm your transaction details.

Q04. How to do other foreign currency transfer?

Notice: Before conducting the foreign currency transfer via Online Banking, please set the account you are transferring to as pre-designated payee. If you want to transfer to an account that is your HSBC account in other countries/territories, please refer to Global Transfer: Transfer to your Oversea HSBC Account

Step1: Select the account you wish to transfer the funds From. (e.g. your USD account)

Step2: Select “ your accounts or someone from your payee list ”, select “ Your international payees ” or “ Your domestic payees ” from the filter to choose the account you wish to transfer funds to.

Step3: Input transfer details

Step4: Review and confirm your transaction details.

Q05. Are there restrictions on the dollar amount of foreign currency transaction services?

If you perform exchange transactions between New Taiwan Dollars and foreign currencies over our banks via Online Banking, the cumulative exchange ceiling per person per day (including transactions at the branch and all channels of our bank) must be lower than the equivalent of NT$500,000 (the ceiling is NT$499,999). If you would like to exchange large amounts of foreign currency, please perform remittance and declaration at HSBC (Taiwan) branches. As for transactions in Renminbi, each natural person cannot exchange more than Renminbi 20,000 through accounts at all banks in Taiwan each day according to the current “Regulations Governing Foreign Exchange Business of Banking Enterprises.” We would like to remind you that, if the transaction requires disclosure of foreign currency transactions to the Central Bank, the client is required to report such transactions truthfully according to relevant laws and fill out foreign exchange remittance or transaction reports.

Q06. Are there additional fees for foreign currency transaction service at HSBC (Taiwan)?

Customer requests principal protected feature for outward remittance service will result in additional charge besides remittance fee. Please note that additional overseas charges for foreign currency remittance (including charges levied by recipient bank and correspondent banks) shall be paid by customer. The fees, charges or commission charged directly by HSBC from its customer will be as per the applicable schedule of tariff or otherwise agreed with the customer. Details ,please check HSBC Banking Tariff Table.

System Requirement

Q01. What do I need to use your Internet banking service?

To assure the financial information is accurately and completely viewed, please use the recommended suits to browse the Internet banking website:
Computer

  • A computer with Internet connection
  • Screen resolution: 1024 x 768
  • This site is best viewed with the suits: 

Browser:

  • Microsoft Edge
  • Firefox 53 and above
  • Google Chrome 60 and above
  • Internet Explorer 11 and above
  • Safari 10 and above

Operation System:

  • Windows 7/10 (Window XP/8 is not supported)
  • Mac OSX 10.14 or above

Mobile Device

  • iOS 13.3 or above
  • Android 8 or above

Investment

Q01.What is included in the Trust Investment account balance?

Trust Investment account includes Funds, Bonds, Exchange-traded funds (ETFs), and Structured Notes. The reference total market value in TWD equivalence is updated on a daily basis. Please click Trust Investment and Wealth dashboard to view the most updated market value. " FundMax unpaid fee" is the accumulated accrued FundMax fee but not yet be paid.

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