Online banking - frequently asked questions

Can I still use my existing log on passwords?

Primary passwords have been demised for current bank customers as of 4 June 2020. Your secondary password is the only password you need to log on.

New customers who registered for HSBC Malaysia online banking from 4 June 2020 onwards may continue to log on with the password they have set up. Alternatively, both current bank customers and new customers may also use a Mobile Secure Key to log on. Find out more about using a Mobile Secure Key here.

What can I do if I've forgotten my online banking username, password or security question?

If you've forgotten your online banking username, please contact us for further assistance.

If you've forgotten your password, you can reset it by selecting 'Forgotten your password' on the log on screen and following the onscreen instructions. You'll need the answer to your security question to do this.

If you've forgotten both your password and security answer, you can reset them by selecting 'Forgotten password', then 'Reset password and call us to complete'. Enter a new password and select a new security question to answer. You will then be given a unique reference number, which you will need to contact the HSBC Contact Centre to complete the process.

What should I do if my online banking account gets locked?

Your account will be locked if you’ve entered an incorrect password more than 3 times. You are required to verify using your date of birth. If you've entered an incorrect date of birth more than 2 times, you will be redirected to reset your password.

Why am I asked to verify my browser when logging on?

You are required to verify your browser with Mobile Secure Key whenever you log on to online banking with a new browser using your password. This enhanced feature is part of our security measures to protect our online banking customers from unauthorised access attempts.

I've logged on with the same browser before, so why am I being asked to verify it again?

Some major changes to your device or browser could have taken place between your previous log on and your current one, such as a software version update. You are required to verify your browser again for security reasons.

Can I allow the browser to be trusted for future use?

You can choose the option to trust the browser for future use. If you choose 'Yes', you will not be required to verify your browser again the next time you log on to the same browser. You are recommended to choose 'No' if you are using a public computer.

What is my phone banking number?

Your phone banking number is the number that was provided to you when you first opened your bank account.

What should I do if I've forgotten my phone banking number?

Call the hotline number on our contact page to reset it.

I am registering with my credit card number. Can I send the activation code to a different mobile number?

We'll send the activation code to the mobile number registered in our system. You can call us if you'd like to change your registered mobile number.

What should I do if I haven't received the activation code yet?

Please call us to check whether your mobile number is correct. You can also call us if you'd like to change your registered mobile number.

You can also use your debit card number, credit card number, or phone banking number to register, depending on what type of account you have.

Can I register for online banking if I'm a sole supplementary credit card cardholder?

No. Only primary cardholders can register for online banking.

How do I reset my password?

Log out of your account. Then you'll need to start to log back in, and enter your username. Then select "forgotten password" and follow the instructions to reset it using our self-service options and your Mobile Secure Key.

If you can't do this, select "I can't use any of these". You'll be able to create a new password and security details, and we'll provide a reference number to you. You'll then need to call us and tell us this reference number so you can finish resetting your password.

You can call us if you have any problems.

How long will it be before I can use my new password?

If you've reset your password using the self-service options and your Mobile Secure Key, you can use your new password as soon as it's been reset. 

Will my new password work on my HSBC Malaysia Mobile Banking app?

Yes, you'll be able to use your new password for the app.

What should I do if I forgot my reference number after resetting my password?

Please call us and confirm that you'd like to reset your password. You'll need to tell us your customer ID.

I lost my Security Device before activating it. What should I do?

Please call the HSBC Contact Centre immediately and report the loss of your Security Device.

What should I do if I am overseas and did not receive the SMS activation code for my Security Device?

The activation code will be sent to the mobile number we have in our records. Please ensure this mobile number is correct and up to date. If you need to update your mobile number, please call the HSBC Contact Centre.

What should I do if I forget my PIN for my Security Device?

Please follow the steps below:

1. Go to the HSBC Malaysia online banking log on page, enter your username and click "continue".
2. Click above the security code filed.
   
3. Click the “Forgotten your PIN” link.
4. Follow the on-screen instructions.

What are "Quick links" and can I customise which ones should be on the menu?

• You can locate "Quick links" at the top of the account summary page. Click on the arrow and expand or hide the "Quick links" menu on the online banking homepage. The "Quick links" menu provides easier access to the most commonly used online banking services.
• For now, the "Quick links" icons are fixed. There will be continuous enhancements made to improve your banking experience with us.

What can I do if I do not recognise a transaction?

The 'Unrecognised transaction' button is displayed next to all transactions, with instructions on how you can report an unrecognised or suspicious transaction.

Can I still make transfers to and from any of my accounts?

Yes, we have simplified the process, so you can perform transfers between your own accounts (both domestic and international). The process is similar to making transfers to your saved payees or beneficiaries.

How can I make a transfer with a new account?

After selecting the source account for the transfer, just select the 'New payment to a person' option and you'll be directed to the next screen asking for the relevant information for your new payee account. Just remember to add this account to your payees so you won't have to do the whole process of entering its details all over again.

I can’t find the bank I want to transfer money to from the bank list. What should I do?

When searching for a bank in the 'Bank search' feature while making a money transfer, you should search the full name of the bank or use the bank's SWIFT code.

Can I make bill payments on weekends or public holidays?

Yes, payments to JomPAY billers will be sent immediately.

How do I make a transfer to my saved payees?

After selecting the source account for the transfer, just select the 'Your accounts or someone you've paid before' option and you will see a full list of your saved payees.
 

Can I add new payees using the HSBC Malaysia Mobile Banking app?

Yes. However, to view or delete your payees, please log on to HSBC online banking.
 

How does my Mobile Secure Key increase the security level for my HSBC Malaysia online banking account?

It requires you to verify transactions in HSBC Malaysia online banking by entering beneficiary-specific information (your account number, bill payee reference number etc.) and the transaction amount into your Mobile Secure Key. This will generate a security code you can use to authorise the transaction.

You can find instructions on how to use your Mobile Secure Key here.

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 my Security Device for transaction authentication?

You will need your Security Device when you are making the following transactions:

• Transfers to third-party beneficiaries
• Transfers between your own HSBC accounts exceeding RM 10,000 (coming soon)
• Transfers to saved payees for any transaction amount (coming soon)
• JomPAY bill payments
• Interbank GIRO payments
   

How do I know what beneficiary-specific information I need to enter into my Security Device?

Please follow the on-screen instructions on the security code input page on your HSBC Malaysia online banking account to enter the correct information into your Mobile Secure Key and generate the required security code. Alternatively, you can refer to our guide on how to do this.

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 the green button to backspace and delete the last number. To clear your entire entry, press and hold the same green button.

Kindly note that users have a maximum of 5 tries to enter the correct number into the security device. Once you have exceeded 5 tries, the account will be locked. Please contact the HSBC Contact Centre to unlock your account.

What should I do if the security code I have entered into my online banking account is not accepted?

• Please ensure the security code you have entered matches the security code displayed on your Security Device
• If the security code matches the security code on your Security Device, then it may be the beneficiary-specific information entered previously that is incorrect
• Please follow the on-screen instructions and repeat the process to generate a security code

When will the changes take place after I change my daily online banking limit?

(Coming soon) There’s a 12-hour cooling-off period for any transaction limit increase via HSBC Malaysia Online Banking.

During the 12-hour cooling-off period, you can’t further increase or reduce the limit. Your new limit will be effective after this period. If you need further assistance, please visit your nearest branch or call our Contact Centre.
 

I'm a non-resident and wish to change my daily online banking limit to above RM10,000. Can I do that?

For non-residents, different limits will apply depending on your residency status and whether you have domestic ringgit borrowing or financing. Learn more in our Bank Negara Malaysia Foreign Exchange Policy FAQs. 

Under the Bank Negara Malaysia (BNM) Foreign Exchange Policy, if a non-resident is in the exempted category, they're allowed to transfer more than RM10,000 per transaction. Otherwise, they're subject to a limit of RM10,000 per transaction. They're deemed as being in the exempted category if they are:

• A consulate, high commission or embassy
• An individual who is participating in the Malaysia My Second Home Programme
• An individual who is working or studying in Malaysia, including the individual’s spouse, children or parents who are staying in Malaysia.

Please read the full Foreign Exchange Policy notices administered by Bank Negara Malaysia on the BNM website.

I am unable to transfer more than RM10,000 using my HSBC Malaysia Mobile Banking app. What should I do?

As an additional security measure, there is a maximum limit of RM10,000 per transaction made to a new payee via the HSBC Malaysia Mobile Banking app (HSBC Malaysia app). This limit applies to mobile banking only and it does not affect your existing online banking transaction limit.

If you want to transfer more than RM10,000 to a new payee via the HSBC Malaysia app, please add the new payee to your payee list and make your first transfer to them of any amount below RM10,000. You will then be able to make subsequent transfers via your payee list. Alternatively, you may make the transfer via online banking subject to your online banking limits.

We encourage customers to avoid unnecessarily high online banking limits to reduce the risk of fraud. For more information, please visit our Internet Banking Security and Fraud Prevention page.

Can I open a joint Time/Term Deposit/-i account with online banking?

You may open a joint Time/Term Deposit/-i account with online banking as long as all joint account holders have completed their Common Reporting Standard (CRS) self-declaration.

If either one of the joint account holders has not completed their CRS details, you won't be able to open a joint Time/Term Deposit/-i account online.

Which types of maturity instructions can I update in online banking?

You can update the following types of maturity instructions in online banking:

• Renew total balance (principal + interest/profit) for a new term
• Renew the balance only for a new term and withdraw interest/profit
• Add or withdraw funds on maturity
• Do not renew. Withdraw the total balance (principal + interest/profit) and credit to your selected account

Alternatively, you can update your instructions at a branch or via the HSBC Contact Centre.

How can I withdraw my balance or interest/profit?

You can withdraw your Time/Term Deposit/-i balance or interest/profit directly via online banking. Please make sure to update your maturity instructions at least 1 day before the maturity date to either of the following options:

• Renew the principal balance for a new term but withdraw interest/profit
• Renew balance and add or withdraw funds
• Do not renew. Withdraw the total balance (principal + interest/profit) and credit to your selected account

Alternatively, you can make your withdrawal at a branch or by calling the HSBC Contact Centre.

How can I add more funds to my Time/Term Deposit/-i account upon maturity?

You can increase the funds in your Time/Term Deposit/-i account upon maturity in online banking or at a branch.

Can I make a placement with my Foreign Currency Account via HSBC Malaysia online banking?

Yes, you can make a foreign currency Time/Term Deposit/-i placement of the same currency from your foreign currency account.

Will I be able to send/check/reply to my CRS self-declaration via secure messages on my HSBC Malaysia Mobile Banking app?

Unfortunately, the CRS template is unavailable on the Mobile Banking app. Therefore, you will not be able to send your CRS self-declaration via the Mobile Banking App. This can only be done through a browser. However, if there is a reply from us via secure message, you will be able to view and reply on both the HSBC Malaysia Mobile Banking app and online banking.

Can I update my maturity instructions online and withdraw my Time/Term Deposit/-i after the maturity date?

If you wish to withdraw your Time/Term Deposit/-i or change your maturity instructions, you must do so at least 1 day before the maturity date. If you set maturity instructions after that, the instructions will only take place in the next term.

Therefore, we strongly recommend that you update your maturity instructions before the maturity date so they will be acted upon accordingly on the maturity date.

I have a joint account that's registered for online banking. Can both account holders change a Time/Term Deposit/-i maturity instruction in online banking?

Yes, both account holders can change a Time/Term Deposit/-i maturity instruction as long as they can see the joint account in online banking.

Can I update my maturity instructions for foreign currency Time/Term Deposit/-i via online banking?

Yes, you can update your maturity instructions for foreign currency Time/Term Deposit/-i in online banking.

Can I update my Time/Term Deposit/-i maturity instructions via the HSBC Malaysia Mobile Banking app?

No, you can only update your Time/Term Deposit/-i maturity instructions via online banking at this time.

What happens if I can’t see an existing biller or payees in the list?

If you cannot find an existing payee or biller, please try searching with the search function or, via the beneficiary type. If it still not found, it may have not been properly added. It is recommended that you add them again. If the problem persists, please call the HSBC Contact Centre.

I have one last recurring payment to be made. Can I set a future date to delete the biller so that I don’t miss the final payment?

No. The "delete" function cannot be set for a future time and date. We suggest you delete your biller or payee after completing your final payment.

I have accidentally deleted a biller/payee. How do I undo this?

Once you have deleted a payee or biller, they will be removed from your existing list permanently. You will need to add them as a new payee or biller. Alternatively, you can check your future transfer requests using the "Manage future transfer" option, because your future transfer requests to this payee may not have been deleted.

I keep getting a message saying that I should try again later. What should I do?

There might be an internet connection issue. We recommend you check your internet connection. If the problem persists, please call the HSBC Contact Centre.

I need help with my account. Can I send a secure message?

No. For general enquiries, you can contact us via our 'Chat with us' function by tapping the 'Chat' icon on the bottom right of the page.

For account related enquiries, you can ‘Chat’ with us through HSBC Malaysia online banking/mobile banking or call the HSBC Contact Centre.

Can I delete messages?

Yes, you can delete messages that you no longer wish to keep in your message inbox.

Do I get notified when there is a new message or a new response from HSBC?

No. You need to log on to HSBC Malaysia online banking or mobile banking app to check your inbox for new message.

What happens if I want to view my Malaysian account from an offshore HSBC account?

You can do this through our Global View feature.

What happens if the account I want to link to is not on the country/region list?

The country/region list contains all countries/regions that HSBC currently operates in. If you cannot find the relevant country/region in which you have an account you want to link to, please call the HSBC Contact Centre for assistance.

Why must I accept the terms and conditions for the country/region I want to link to?

Different countries/regions may have different regulations and requirements to comply with for usage of banking products and services. Therefore, we require you to understand the terms and conditions to use the Global View feature for viewing HSBC accounts in other countries/regions.

What should I do if I forget my log on details for the country/region I want to link to?

If you have forgotten your log on details, you may need to contact the offshore country/region’s customer service team for log on retrieval or reset.

What happens if I accidentally deleted a country/region from my Global View list?

You will not be able to retrieve the linking or undo your delinking. You need to relink the country/region via the add-country/region process.

What happens if I have accounts in other countries/regions I would like to view, but I keep getting the message that I am not eligible to use the Global View feature?

Global View is a feature offered to Premier and Advance customers. If you are interested in the feature and would like to open a Premier account, please call the HSBC Contact Centre or visit a branch.

What can I use JomPAY for?

With JomPAY, you can pay any bill using the online banking services of 41 banks¹ in Malaysia using funds from your savings, current or credit card accounts. It’s fast, safe, and convenient.

¹The list of participating banks could change from time to time.

Is JomPAY free?

Yes, JomPAY is absolutely free for customers making bill payments.

Is there a charge to receive paper statements?

For any charges related to paper statements, please check our current tariffs and charges information:

HSBC Malaysia Tariff and Charges

HSBC Amanah Tariff and Charges

Where can I find JomPAY?

JomPAY is available through the online banking services of 41 banks in Malaysia. Click here to check on the banks that currently offer JomPAY services.

Do I have to register before making payments with JomPAY?

No registration is required to make payments using JomPAY. However, you must have online banking access at one of the 41 banks offering this service. For more information on getting online banking access, contact your bank.

How do I pay with JomPAY?

It’s simple. All you have to do is to look for the JomPAY logo and biller code on your bill, log on to online banking and make the payment.

How long does it take for my payments to go through?

When you make a JomPAY payment before 17:00 on a banking business day^*, the biller will receive the payment on that same day. If you make a JomPAY payment after 17:00 on a banking business day, the biller will receive payment on the next banking business day. If you make a payment on a non-banking day, such as on a weekend or a public holiday, the biller will receive payment on the next banking business day.

^*A banking business day refers to a working day in Kuala Lumpur when all banks are open for business.

Can I make a future dated payment?

Yes, you can schedule a payment at a future date.

How is JomPAY different from existing bill payment services at my bank?

Currently, the number of billers available for you to pay differs significantly across banks. You may not be able to make payments to a biller if the biller is not made available on your bank’s online banking channel. JomPAY creates an accessible and inclusive bill payment eco-system for consumers, banks and billers, so that all JomPAY billers are made available to customers of 41 banks in Malaysia.

Is there a limit to the amount of money you can transfer with JomPAY?

Some billers may impose a limit on the amount of money you can transfer through certain accounts like credit card accounts. Additionally, since JomPAY transactions are performed through online banking, a daily limit of the amount that can be transferred through online banking may be imposed by your bank.

How can I receive payments using DuitNow?

You must first register a DuitNow ID in order to receive payments.

Where can I make a transfer via DuitNow?

You can make a transfer via DuitNow in HSBC Malaysia online banking or on the HSBC Malaysia Mobile Banking app.

Do I need to register for DuitNow?

You can send money via DuitNow even if you're not registered.

However, you must be registered to receive money via DuitNow. Simply register a DuitNow ID to link with your HSBC/HSBC Amanah account/-i.

I had previously received a DuitNow pre-registration notification. Do I still need to register for DuitNow?

We would have already pre-registered your mobile number as your DuitNow ID by 1 December 2018 if you had an active account and a mobile number with us. That's unless your DuitNow ID registration was unsuccessful or you opted out of the DuitNow ID pre-registration.

To view, maintain or update your DuitNow ID, please log on to HSBC Malaysia online banking or the HSBC Malaysia Mobile Banking app and select 'DuitNow'.

What can I register as my DuitNow ID?

You can use the following for your DuitNow ID:

• Your mobile number
• Your NRIC number (for Malaysians only)
• Your passport number (for non-Malaysians only)

Will I be charged a fee to use DuitNow?

No, you can use DuitNow to send and receive money for free.

How many DuitNow IDs can I register?

You can register more than one DuitNow ID as long as they have been verified and are available in the dropdown list. However, only one DuitNow ID can be registered to one bank account.

Which bank accounts can I link my DuitNow ID to?

You can link it to any HSBC/HSBC Amanah current or savings account/-i you hold.

Can I link my DuitNow ID to a different bank account?

Yes, you can link your DuitNow ID to a different bank account using HSBC Malaysia online banking or the HSBC Malaysia Mobile Banking app.

To do it in HSBC Malaysia online banking:

Log on > DuitNow > DuitNow registration / maintenance > Select DuitNow ID > Change HSBC account

To do it on the HSBC Malaysia Mobile Banking app:

Log on > Profile > DuitNow ID settings > Select DuitNow ID > Choose 'Receiving account'

However, please note that each identifier cannot be used as a DuitNow ID for more than one bank account.

What will happen if I close the bank account linked to my DuitNow ID?

If you close the bank account linked to your DuitNow ID, others won't be able to initiate fund transfers to the closed account. Your DuitNow ID will also be automatically deregistered.

My DuitNow ID is currently registered with a different bank. Can I switch it to HSBC?

Yes, you can use 'Switch to bank' to do so in online or mobile banking if your DuitNow ID status is active.

To do it in in HSBC Malaysia online banking:

Log on > DuitNow > DuitNow registration / maintenance > Select the DuitNow ID you want to switch > Select 'Switch to HSBC account'

To do it on the HSBC Malaysia Mobile Banking app:

Log on > Profile > Select the DuitNow ID you want to switch > Select 'Switch to HSBC account'

How can I ensure that I'm making a DuitNow transfer to the correct person?

Before you make the DuitNow transfer, check that the DuitNow ID does indeed belong to your intended recipient.

When you're making the transfer, check the recipient's name associated with the DuitNow ID on the 'Verify' page after you've entered the DuitNow ID and necessary details. Verify that it's the correct recipient's name before you confirm the transaction.

I want to register my mobile number as a DuitNow ID but the mobile number shown in the dropdown list is outdated. How can I update my mobile number?

You can update your mobile number in HSBC Malaysia online banking:

Log on > Services > Update personal information

How can I see my registered DuitNow IDs? Can I see my DuitNow IDs as registered with other banks too?

You can see all your registered DuitNow IDs if they are maintained by all participating banks.

To see it in HSBC Malaysia online banking:

Log on > DuitNow > DuitNow registration / maintenance

To see it on the HSBC Malaysia Mobile Banking app:

Log on > Profile > DuitNow ID settings

I hold an Army/Police Number. Why couldn't I register it as my DuitNow ID in HSBC Malaysia online banking or on the HSBC Malaysia Mobile Banking app?

You can only register it as your DuitNow ID at a branch or via the HSBC Contact Centre. Once you've registered it, you can maintain it in HSBC online banking or on the HSBC Malaysia Mobile Banking app.

How quickly are DuitNow transfers completed?

Instantly. As the name suggests (read: Do-it-now), DuitNow transfers are immediate^* and recipients will receive the money right away.

*Subject to processing by the Receiving Financial Institution (RFI)

Can I schedule future dated and recurring transfers with DuitNow?

Yes, you can make future dated and recurring transfers using DuitNow.

Can I save a DuitNow ID as a favourite recipient?

Yes, you can save a DuitNow ID as a favourite recipient so you can make subsequent transfers with fewer steps, without the need of a Mobile Secure Key/Security Device.

Are there any limits for DuitNow transfers?

Yes, you can transfer up to RM200,000 per day with DuitNow. However, this limit is subject to any limits that you or the bank has set. You can also transfer up to RM250 per day without a Mobile Secure Key/Security Device.

Do I need to register to use FPX?

Registration is not required for FPX. You need to have an HSBC Malaysia online banking account with any FPX participating banks to enjoy the service.

What are the operating hours for FPX?

FPX is available 24 hours daily.

What happens if I can’t remember my HSBC log on details in order to make a purchase via FPX?

You need to call the HSBC Contact Centre to retrieve your account details.

My account has been locked and I can’t make a purchase. What should I do?

If your secondary password or your Security Device have been locked due to too many failed log on attempts, you'll need to call the HSBC Contact Centre.

What are the minimum and maximum transaction limits for FPX?

For retail banking, the daily minimum limit per transaction is RM1 and the daily maximum limit per transaction is RM 50,000.

How do I increase the limit of my payment threshold so that I can make larger purchases?

If you are receiving error messages because the purchase exceeds the payment threshold, please call the HSBC Contact Centre.

I have set my FPX daily limit as RM50,000 but I still hit an error about exceeding limit. Why?

There are 2 possible reasons why you are hitting the error message.

i) Daily Combined Limit has been introduced which is applicable to all DuitNow transfers, Interbank GIRO (IBG) and FPX. Hence, you may have utilised the RM50,000 Daily Combined Limit with DuitNow or IBG. Kindly refer to Daily Combined Limit FAQs.

ii) FPX transaction limit – You may have exceeded the FPX transaction daily limit. You may either reduce the transaction amount or make payment on the next day.

Will I be able to view or download my previous eStatements if I set my preferences to paper statements?

Yes, however it is advisable to download any eStatements before switching to paper statements as you will only be able to view statements for the past 12 months up to the date you switched your preference to paper.

I have set my preferences to paper statements. Will my options change for joint accounts too?

Your paper statement selection will only apply to you, while your joint account holder will continue receiving eStatements. If both you and your joint account holder have chosen to receive paper statements at a fee, the paper statement will be delivered to the correspondence address for the joint account maintained in our records.

What are the charges for paper statements?

For any related charges for paper statements, please refer to our tariffs and charges table below for more information.

• HSBC Malaysia, please click here
• HSBC Amanah, please click here

I am currently receiving email statements. What happens if I change my preference to paper statements or eStatements?

Current and saving account holders will continue to receive email statements and their choice of either paper statements or eStatements.

Credit card account holders who switch their preferences to receive either paper statements or eStatements will no longer receive email statements. To switch back to email statements, please call the HSBC Contact Centre to update your preferences.

¹Only for HSBC/HSBC Amanah Premier or Advance customers.

²Security Device is required if transaction is above RM250 per transaction or if customer exceeds RM3,000 low value payment daily cumulative limit.

³Security Device is required for each FPX transaction above RM10,000.

*Under normal circumstances

Please note that any instruction/request submitted before the cut-off times as stated above will be processed on the same day. Any instruction/request received after the respective cut-off times will be processed on the same day or by the next banking day, at the latest.