Online Banking FAQs

You have 2 easy choices: 

1. Use your computer/device browser to visit www.hsbc.com.au, click the Register link at the top right of the page and follow the prompt. Or
2. Download the HSBC Australia Mobile Banking App via the App Store or Google Play, tap 'Not Registered for Online Banking' on the home screen and follow the prompts.
   

You will need the following to register for Online Banking:

• Your account number (last 3 digits of the BSB and 9-digit account number) which can be found on the back of your debit card
• Or your 16-digit Credit Card number
• Your Personal ID (e.g. licence / passport number) which you would have provided during account opening
• Mobile number that you have registered with us.

Simply follow the prompts to set up your username and password.

Your Credit Card number is the 16 digit number that appears on the front of your HSBC Credit Card. 

Your Account number (last 3 digits of the BSB and 9 digit account number) can be found either on the back of your VISA Debit Card, any account opening letter you received, or by using your Application ID to search for your account number via this link https://www.hsbc.com.au/retrieve/.

Yes, as long as both joint parties have given us an instruction that either party can operate the account on each other’s behalf, registration will accept the joint account number. The Online Banking registration process will automatically determine which individual within the joint account relationship is registering based on the input of Personal ID and mobile number. 

Your driver licence number or passport number are the preferred personal ID numbers to provide. This form of ID was provided upon opening your HSBC account. It should be alpha numeric and not contain any space or special characters. It is very important that you use the correct Personal ID to register.

You will be asked to enter the last 6 digits of your mobile number during registration. If this matches against our record, you will receive an “One Time Password” code via sms to complete your registration. 

After all details are correctly entered and validated, including the last 6 digits of your mobile number, you will be able to see a screen confirming that the registration code has been sent to the selected mobile number. It may take up to 1-2 minutes for the code to be received. If you still have not received the code, please click on the “I haven’t received my Registration Code” link for assistance.

You can only add and save up to 99 payee details.

If you would like to add and save a new payee you will need to log on to online banking on browser and delete a payee before you can add and save any new payees. 

To delete a saved payee, log on to online banking on browser and go to My Banking > My saved payees. You can then select the bin icon next to the payee you want to delete.

To make a domestic transfer to a new payee, go to My Banking > Move Money / Pay a bill > Pay someone in Australia. Then select the account you want to transfer from and select ‘New payee’. 

To make an international payment to a new payee, go to My Banking > Send money overseas. Then select the account you want to transfer from and select ‘New payee’.

To pay a bill to a new payee, go to My Banking > Pay with BPAY. Then select the account you want to transfer from and select ‘New payee’.

This is the fastest way to move money between your own accounts. You can use this feature to transfers between HSBC Australia accounts in the same currency.

You can cancel a future payment at any time before it is processed.

To cancel a future payment, go to My Banking > Manage future transfers/payments.

If a payment has already taken place, it can't be cancelled. It will show on your recent transactions list.

You can edit payment at any time before it is processed.

To amend future or recurring payments, go to My Banking > Manage future transfers/payments.

Find the payment you want to amend in the list of payments, then select 'Edit' and follow the on-screen instructions. If a payment has already taken place, it can't be edited. It will show on your recent transactions list.

To set up a future payment for a domestic transfer, go to My Banking > Move Money / Pay a bill > Pay someone in Australia. When completing the payment details, you can select the date you would like the payment to be scheduled for.

To set up a future-dated payment between your own accounts, go to My Banking > Move Money / Pay a bill > Transfer between your own accounts. When completing the payments detail, select ‘Later’. You will be asked to confirm when you want the payment to occur.

To set up a future international payment, go to My Banking > Send money overseas. When completing the payments detail, select ‘Later’. You will be asked to confirm when you want the payment to occur.

To set up a recurring payment for a domestic transfer, go to My Banking > Move Money / Pay a bill > Pay someone in Australia. Under the ‘Details’ section you can select ‘Yes’ next to 'Recurring payment' and select the date of the first payment.

To set up a recurring payment between your own accounts, go to My Banking > Move Money/ Pay a bill > Transfer between your own accounts. When completing the payment details, select ‘Recurring’ in the ‘When’ section. You will then be asked to enter the date of the first payment, the frequency and number of payments.

To set up a recurring international payment go to My Banking > Move Money / Pay a bill > Send money overseas. When completing the payment details, select ‘Recurring’ in the ‘When’ section. You will then be asked to enter the date of the first payment, the frequency and number of payments.

Transfers cannot be made to or from certain HSBC accounts.

All accounts that can be transferred from will appear in the 'From account' list during a Pay or Transfer transaction.

If you select to transfer to 'My accounts', all accounts that can be transferred to will appear in the 'To account' list.

The Quick Transfer feature is also available to make transfers from/to your applicable HSBC domestic accounts in the same currency.

To view your transactions, select the account you wish to view from 'My accounts'.

You will be presented initially with a view of your most recent 5 transactions. To view older transactions (up to 90 days), select 'View more' or use the 'Search' tool.

To view or download older statements, select the 'Manage' button and then 'View / Download statements'. You would be able to download statements as far as 7 years old.

If you’ve checked everything and you still don’t believe the transaction or purchase is yours, you should contact us immediately, and we will investigate the matter for you. If you don’t tell us immediately, we may lose our right to exercise a chargeback right on your behalf as the card scheme rules prescribe timeframes for making chargeback requests.  We will investigate disputed transactions under the ePayments Code where they are reported to us outside of the card scheme timeframes or where chargeback rights do not apply for another reason. The ePayments Code regulates electronic payments, including ATM, EFTPOS and credit card transactions, online payments, internet and mobile banking and BPay. 

For more information, visit our Disputed Transactions page.

To check it, select the account that you wish to view from 'My accounts'. Your balance and available balance will appear above a list of your most recent transactions.

To change your statement delivery preferences, hover over 'My banking' from the white navigation bar at the top of the page. From there, select 'Statement/Notification > Manage Preferences' and follow the on-screen instructions to change your preferences.

Take care to ensure that you change the preferences on the appropriate account.

To request a paper copy of a statement, give us a call on 1300 308 008

Remember - you can always download a PDF of a historical statement online. Just select the account, then click the 'Manage' button, and 'View/Download Statements'.

You can no longer view or change your daily payment limits using Online Banking or the HSBC Australia Mobile Banking app, however you can contact us in our Mobile Banking app (Log on > 'Support' > 'Contact us') or Online Banking (Log on > 'Contact' > 'Contact HSBC'). We’ll be happy to help you.

Important notice: You can no longer change your daily payment limits using Online Banking or the HSBC Australia Mobile Banking app, however you can contact us in our Mobile Banking app (Log on > 'Support' > 'Contact us') or Online Banking (Log on > 'Contact' > 'Contact HSBC'). We’ll be happy to help you, providing the requested limit doesn’t exceed the set daily limits (shown below). Remember, setting a lower payment limit is safer.

Daily transfer limits:

Daily limits for online transfers are in Australian dollars.

Payments using BPAY® must be made before 6pm AEST on a business day^ for the biller to receive and process the payment on the same day.

Payments made after 6pm AEST or on a NSW public holiday or the weekend will be received and processed by the biller on the following business day.

If you schedule a payment in advance, and the date you select is a NSW public holiday or a Saturday or Sunday then the biller will not receive the payment until the following business day.

If you do not have sufficient funds in your account on the business day before your payment is scheduled, then your BPAY® transaction will be rejected.

^Business days are Monday to Friday and excludes NSW public holidays and weekends.

Please note: The payment may take up to 48 hours to be recorded by the biller. Some BPAY® billers may not accept the date of payment instruction sent by HSBC as the payment date. Please check with the biller to confirm.

The following cut-off times apply. Instructions received after the indicated cut-off times will be processed on the next business day.

The below cut-off times apply to Online & Moblie Banking for Personal Customers only. For transfer and payment cut-off times for HSBCNet and HSBCConnect, please refer to your Relationship Manager.

*Please note: The receiving bank may apply their own cutoff times

Please note: Instructions received after these times will be sent the following business day.

You can schedule bill payments using BPAY® for up to 18 months in advance.

You can schedule transfers for up to 18 months in advance.

Once you are in online banking, go to My Banking > Move Money / Pay a bill > Pay with BPAY.

To view your transactions, select My Banking > Move Money / Pay a bill > BPAY history.

You will be presented initially with a view of your most recent 5 transactions. To view older transactions (up to 180 days for BPAY®s accessible via Bill Payment History), select 'View more' for first 20 transactions or use the 'Search' tool to see a higher number of days.

To view or download older statements, select the 'Manage' button and then 'View / download statements'. You can download statements as far back as 7 years ago.

You can only add and save up to 99 payee details.

If you would like to add and save a new payee, you will need to log on to online banking on browser and delete a payee before you can add and save any new payees. 

To delete a saved payee, log on to online banking on browser and go to My Banking > My saved payees. You can then select the bin icon next to the payee you want to delete.

To add a new payee, you need to log on to online banking on browser and go to My Banking > Move Money / Pay a bill > Pay with BPAY. Then choose 'new payee' under 'Transfer options' and choose a 'payee type'.

You can save a bill payee by logging on to online banking on browser and doing either one of the following:

1. From the home page, select the account you want to pay the bill from, then select ‘BPAY/Send money overseas’ then ‘Pay with BPAY’. Then choose 'new payee' under 'Transfer options' and select 'BPAY' as the payee type.
2. Go to My Banking > Move Money / Pay a bill > Pay with BPAY. Then choose 'Add payee’ and select 'BPAY' as the Payee type.

Certain BPAY® billers posed higher risk than others, Transaction Security Code is designed to protect you as our valuable customer to ensure the payment is transferred to these billers with correct details as intended. Just follow the on screen instruction on how to generate the "Transaction Security Code" using your Security Key.

Global View allows customer to see all their HSBC accounts from other countries/regions in a single logon.

Global Transfer allows customer to transfer funds between their own HSBC accounts in other countries/regions.

Global View and Global Transfer is available to Premier customers in Australia Online Banking.

To make things simpler for you, all globally-linked HSBC accounts now appear on your 'My accounts' page. Your local accounts will appear first, and then any other HSBC accounts in other linked countries/regions or territories will appear further down the list.

To transfer to your global accounts, select the account that you wish to transfer from, then 'Move money'. Follow the on-screen instructions to complete the transfer.

Global View is available in the HSBC Mobile Banking app. This will allow you to view all your Global View linked account details in one view. It’s only for premier customers.

Global View/Global Transfer linking only can be done on browser by going to My Banking > Global View > Add/Remove Country/region.

You can see your Global accounts in the top bar Local / Global within the HSBC Mobile Banking app.

On Online Banking, select 'My Banking' at the top of any page, and click 'Add/Remove a country/region or territory' under 'Global View'.

All fund transfers including Global Transfers are now under 'Move Money'. In Move Money, simply select from and to accounts to initiate the Global Transfer.

HSBC Australia customers can refer to the SWIFT Code of HKBAAU2S.

The SWIFT Code is a unique identifier of every bank worldwide via the Society for Worldwide Interbank Financial Telecommunication system.

For incoming overseas payments to your Australian HSBC account, the above SWIFT Code is required.

When you open the app, in the top right corner you will see the country/region and language that you have selected. When you click on this you can then select other HSBC countries/regions. Please note that you will need to be registered for Online Banking for those countries/regions before you can log on.

The HSBC Mobile Banking App can be used in many countries/regions. When using the app abroad please be aware that you will be responsible for complying with laws in the countries/regions you travel to. Your network provider's charges may be higher than usual when abroad and HSBC is not responsible for these charges. We recommend that you check your roaming coverage and charges prior to travel.

The Digital Secure Key will still work without any network coverage.

No, previous statements will not be available from your app. If you wish to download previous statements, you can do this by logging on to Online Banking.

You can make transfers between your HSBC accounts and pay existing beneficiaries.

Log on to Online Banking using the browser, at the top of the screen near your name there is small arrow, click on it and then click on "My Details".

Global View is available in the HSBC Mobile Banking app. This will allow you to view all your Global View linked account details in one view. It’s only for premier customers.

Global View/Global Transfer linking only can be done on browser by going to My Banking > Global View > Add/Remove Country/region.

You can see your Global accounts in the top bar Local / Global within the HSBC Mobile Banking app.

Yes HSBC Mobile Banking app can be used on Apple iPad, as well as on Android tablets.

No, if your HSBC Online banking service is cancelled, your credentials (including username, password and security code) will no longer be valid for the HSBC Mobile Banking app. Once you have re-registered for HSBC Online banking, your new credentials will be valid for the HSBC Mobile Banking app again. To register for HSBC Online banking, click here, or visit our Contact HSBC page to find out how to reach us.

You may have entered your Digital Security Device password incorrectly which means the app has generated an invalid security code. Please check this and re-enter if necessary. If you are still unable to log on, it may be because your security code has expired; please generate a new security code.

Keeping your banking information safe and secure is of vital importance to HSBC. Find out more on how to protect yourself online by visiting our Security Centre.

We're sorry for the inconvenience. We're introducing extra safety measures to the HSBC AU app on Android devices to protect you from malware.

If we detect potential risks on your Android device based on the following two criteria, your access to the HSBC AU app might be suspended for your protection:

• Installed apps from sources other than your phone’s official app stores and, and
• Granted certain permissions for these apps, such as screen sharing or full control of your device via accessibility.

To restore your access to the HSBC AU app, you must turn off the accessibility permission for the listed apps. See our page about protecting your Android device from malware.

The process of changing the accessibility settings may vary, depending on the device manufacturer and the operating system.

You can also use the search function within 'Settings', key in 'Accessibility' and it should direct you to the relevant section.

For the detailed guideline on how to turn off the accessibility settings, please visit the HSBC Website. (Banking > Cyber security and fraud hub).

We understand that accessibility services might be useful to some of our customers as it can enhance the user interface. However, it will also require granting extensive permissions to apps (for example, the ability to read the text on the screen or the ability to record characters typed using the keyboard).

In the wrong hands, this could be exploited to record confidential data (like your mobile banking log on credentials) leading to the potential compromise of your critical account information.

To avoid malicious software attacks, please be cautious and refrain from clicking on any suspicious links or downloading apps from untrusted or unverified channels.

Never grant full control of your device to any third party or share your screen unless you’re absolutely certain of the source’s trustworthiness. These links or apps may contain malware that can be harmful.

We strongly suggest that you turn off unnecessary accessibility permissions from your device settings, and/or uninstall all unnecessary apps. We encourage you to download apps from official app stores only.

To better protect you, we suggest that you turn off unnecessary accessibility permissions from your device settings and/or uninstall unnecessary apps. We encourage you to download apps from official app stores only.

Please close the HSBC AU app and relaunch it. You will be able to restore access and continue using our app as usual if the listed apps' accessibility permissions have been turned off and/or if the listed apps have been uninstalled.

We detected that there are apps on your device that are from sources other than the major phone manufacturers’ app stores (e.g., some websites).

Whilst we are introducing extra safety measure to further strengthen our efforts to protect Android device users from potential fraud incidents resulting from malware, we encourage you to download apps from official app stores only.

We would also suggest that you turn off unnecessary accessibility permissions from your device settings, and/or uninstall the apps if not needed, to prevent malware from harming your phone.

Yes. HSBC is committed to protecting our customers from potential fraud. The new safety measures on the HSBC AU app accessed on Android devices further strengthen our efforts to protect you from malware that can take over your Android device.

We highly recommend that you close the HSBC AU app properly by going to 'Profile' and tapping 'Log off' at the bottom of the screen.

If you've installed and enabled a blue light filter app on your device, you won't be able to access the HSBC AU app. That's because such apps interfere with our security measures which are designed to protect your banking information.

Please disable the blue light filter app on your device to access the HSBC AU app.

You won't be able to use our app on a jailbroken/rooted device as it's less secure against fraudulent transactions.

You may remove your Digital Secure Key from the jailbroken/rooted device by calling us at the contact centre. Call us on 1300 308 008 or +61 2 9005 8220 if you're overseas.

Afterwards, you may activate your Digital Secure Key on a new device and continue having full access to the HSBC AU app.

• Don't store your username and password on your devices.
• Install the latest anti-virus and anti-spyware software on your devices and update them regularly.
• Avoid sharing your devices with others. Use only your own devices to log on.
• Don't leave your devices unattended after logging on to online or mobile banking. Always log off properly when you’re done.
• Wipe the data on your old devices before donating, reselling, or recycling them.
• Review your transaction history in online banking if you lose a device. Call us to report the loss and any suspicious transactions.
• Put an automatic lock on your phone so it requires a password/passcode to prevent unauthorised access to your device.
• Use only trusted Wi-Fi networks or service providers and enable security protection such as Wi-Fi Protected Access (WPA) if you can.
• Disable Bluetooth if you're not using it or set your device to non-discoverable mode.
• Use the original default browser on the device rather than browsers downloaded from other sources.
• Don't use a jailbroken / rooted device to log on to your banking as it may have security loopholes.
• Don't install apps or keyboards from sources you can't trust on your device. Make sure you understand the permissions you're allowing the app before installing it.
• Install updates and patches for your device as soon as you can, including any app and operating system upgrades/updates. If you can, enable data encryption on your device.
• Always enter www.hsbc.com.au directly into the browser or use the HSBC AU app downloaded from official app stores to avoid fraudulent websites and apps.
• Look for our Extended Validation SSL Certificate (EV SSL Certificate). On a Safari browser, this appears as a padlock next to our bank name at the top of the page. Note: this may be hidden on some screens and will show up only when you're scrolling down the page.
• Don't enable any blue light filter apps to run when you're using the HSBC AU app as they may interfere with our security measures which are designed to protect your banking information.
• Don't mirror your screen so that other people can see it too.

We take your online safety very seriously. If you use Online or Mobile Banking , our Secure Key gives you added protection against the threat of fraud. As well as your normal username and passwords, you’ll generate a code from your device, which only you have access to.

Accessing Online or Mobile Banking with a Secure Key (Physical / Digital) is considered more secure and will give you access to all Online and Mobile Banking service.

• Bank-grade security: Secure Key has advance security and protection features to give you peace of mind
• Faster access: log on faster with Digital Secure Key and biometric authentication to get things done quicker
• Do more with biometric authentication: you can use Touch ID, Face ID or Android Fingerprint (new HSBC Australia Mobile Banking App only) if your device has these features to instantly log on and perform mobile transaction signing with biometrics.

The Secure Key generates a temporary code which you then use to access Online and Mobile Banking. To generate the code, you need a PIN or password known only by you - or you can use Touch ID, Face ID or Android Fingerprint (new HSBC Australia Mobile Banking App only) if your device has these features. The Secure Key means only you can access your accounts.

Fraud alert: Don't fall victim to a scam. Never give out your security codes to anyone. Criminals pretend to be people you trust like a company you'd pay bills to, HSBC or even the police. For more information, please visit our Security centre.

Digital Secure Key is a feature within our Mobile Banking app which is used to generate a unique, single use security code each time you log on to Online Banking, it provides extra protection for your accounts and transactions. It also makes logging on to our Mobile Banking app quick and easy.

Setting up your Digital Secure Key is fairly simple. You can either refer to www.hsbc.com.au/security or the FAQ within this section.

Please note: If you currently have a Physical Secure Key (previously called Online Security Device), you can choose to switch to a Digital Secure Key in the Online Banking or HSBC Australia Mobile Banking App. Once switched, your Physical Secure Key will no longer work.

No, you can only have either a Digital Secure Key or a Physical Secure Key at any one time.

If you have a compatible smartphone, a Digital Secure Key means you always have it with you and you don't have to worry about remembering to bring your Physical Secure Key with you everywhere. This helps to ensure you have full access to all functionality in HSBC Online banking, wherever you are. You can also enable biometrics (e.g. Touch ID, Face ID, etc.) on your device with your Digital Secure Key, this means you can simply use biometrics to generate a code from your Digital Secure Key.

No, a Digital Secure Key can only be registered to one device.

You will need to use your Digital Secure Key if you want to perform certain transactions via Online and Mobile Banking.

For example:

• You will need your Digital Secure Key to generate a Security Code to log on with full access via a browser / mobile app in a device other than the device you have your Digital Secure Key activated on.
• You will need your Digital Secure Key to generate a Transaction Data Signing code to setup a new Payee in Move Money.

Yes, you can set up a Digital Secure Key via the HSBC Australia Mobile Banking App on a supported device.

No. You can only register one Digital Secure Key to each device.

To generate a security code from your Digital Secure Key via the HSBC Australia Mobile Banking App, you do not need a signal or internet connection. 

However, you will need an internet connection to download the app and setup your Digital Secure Key. Please note that internet usage on a 3G, 4G or 5G connection will be subject to your network provider's usual charges and usage allowances.

To use the Digital Secure Key, you do not need a mobile signal. Therefore, roaming is not affected.

You can only have the Digital Secure Key on one device at a time. The steps to switch devices depend on which situation applies to you.

If you have your old device with the Digital Secure Key:

Step 1: Deactivate the old device – log on to the HSBC AU app and go to Profile > Security > Manage devices > Remove.

Step 2: Download the HSBC Australia Mobile Banking app on your new device and follow the prompts to activate your Digital Secure Key.

If you no longer have your old device:

Please call us on 1300 306 543 and we can assist in switching over your Digital Secure Key.

If you delete the app accidentally without deactivating your Digital Secure Key, you'll need to re-install it and then call us on 1300 306 543. We'll help you set up your Digital Secure Key again.

No. You can choose to log on with your Online Banking username and password, however; you will not be able to perform some transactions that warrant a higher level of security.

To switch from a Physical Secure Key to a Digital Secure Key:

1. Log on to your HSBC Australia Mobile Banking App using your username.
2. Select "Log on with Secure Key" link.
3. Generate the code from your Physical Secure Key and enter it.
4. You will now be prompted to activate your Digital Secure Key.
5. Select to receive your activation code by SMS or email.
6. Enter your activation code.
7. Choose your Digital Secure Key password. Press Complete Activation and your new Digital Secure Key is ready to use. You can now log out and log back on with your new Digital Secure Key password.

1. Log on to your HSBC Australia Mobile Banking App using your username
2. Now enter your password.
3. Go to Profile, then Security, choose Activate Digital Secure Key.
4. Click on activate now.
5. Select to receive your validation code by SMS, email or browser.
6. Enter your validation code.
7. Now select to receive your activation code.
8. Enter your activation code.
9. Choose your Digital Secure Key password. Press Complete Activation and your new Digital Secure Key is ready to use. You can now log out and log back on with your new Digital Secure Key password.

After login to the mobile app, go to menu Profile, then Security, select Touch ID, Face ID or Android Fingerprint and follow instructions on the screen to complete setup.

Currently, the new HSBC Australia Mobile Banking App supports most Apple and Android devices with 'Touch ID, Face ID or Android Fingerprint' feature but you will need to activate a Digital Secure Key first.

You will need to activate your Physical Secure Key prior to use.

Please follow the following steps to turn on your new Physical Secure Key:

• Press the green button on the bottom right of the device, and hold for 2 seconds
  
• When the screen prompt for a "PIN", enter your 4-6 digit PIN number. Once the device is unlocked, "HSBC" will appear on the screen display and it is ready for use
  

The HSBC Physical Secure Key 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 access your device before each use.

You can choose a 4-6-digit PIN

Follow the following steps to create a new PIN:

• Turn on the device by pressing the green button, followed by your PIN
  
• Enter your PIN and press the yellow button on the bottom left to complete the input
• Confirm the new PIN by re-entering it

The icon "New PIN CONF" will display for 2 seconds if the PIN is successfully set up.

The Serial Number is a unique 10-digit number used to identify your individual Physical Secure Key. It is located on the back of your Physical Secure Key, and it is in the format of xx- xxxxxxx-x where x is a number. (e.g. 12-3456789-0). This number also helps with identification where there are multiple Physical Secure Keys in a household.

The generation of a security code is not dependent on mobile phone signal availability or the geographical location of our customers, who may need to access Internet Banking whilst overseas.

From our customer research, we know that many of our active customers prefer to access Internet Banking from several different locations. The Physical Secure Key is a portable, stand-alone security that requires no system adjustments, downloads, or plug-ins. You can choose to access Internet Banking at any Internet-enabled PC without any additional set-ups or preparation.

Please contact us on 1300 306 543 Monday to Friday from 8am to 8pm (AEST) or +61 29005 8421 if calling from overseas. The replacement Device will be mailed to you, and your existing Device will be cancelled as soon as you advise us that your Device has been lost, broken or stolen.

For Australian customers, the expected delivery time for a replacement Device is 5 working days from the receipt of the request. For our overseas customers, the replacement Device may take up to 10 working days from receipt of the request, depending on your local post.

No, only one Physical Secure Key can be linked to each Internet Banking profile. This is to ensure that only you are able to access your Internet Banking profile. The Physical Secure Key is unique and has a specific code that helps prevent copying, alteration, or tampering.

The Physical Secure Key is delivered to your mailing address as per the Bank's records. Prior to use, the Physical Secure Key must be activated online. Until activation is completed, the Physical Secure Key has no security value. It is safe to send the Physical Secure Key via postal mail, as a potential fraudster would not be able to attach the Physical Secure Key to your profile to commit fraudulent transactions unless they are in possession of all your HSBC Internet Banking credentials.

If you suspect that your HSBC Internet Banking credentials have been compromised, for Personal Internet Banking users, please call us on 1300 306 543 Monday to Friday from 8am to 8pm (AEST) or +61 29005 8421 from overseas for assistance.

1. With your Online banking password – a password which is between 8-30 characters which is used to log on. or
2. With your Security Code – a security code that is generated using a Secure Key linked to your account.

If you own a Digital Secure Key

1. With your Password – between 6-9 characters (numbers and letters only) or
2. With touch ID  - if you have touch ID set up

If you own a Physical Secure Key

1. With your Online banking password – a password which is between 8-30 characters which is used to log on. or
2. With a Security Code – a security code that is generated using your physical secure Key link to the account.

If you own a Digital Secure Key

Enter your Digital Secure Password to generate your security code on the mobile app.

If you own a Physical Secure Key

Enter your 4-9 digit PIN that is used to generate security code on the device.

If you have forgotten your password and your security question, it’s easy to choose a new password online. Follow these steps:

Step 1. Go to hsbc.com.au on your desktop, click on Online Banking and fill in your username

Step 2. On the enter password page, click on Forgotten password.

Step 3. On the reset password page, under Verify security question, click on Forgot your answer.

Step 4. Now you can create a new password and refresh your security question answer.

Step 5. A confirmation number will now be generated.

Step 6. Please call 1300 306 543 within 12 days to activate your new password 

You’re then ready to use your new Online Banking password and security question.

If you have forgotten your password, choosing a new one online is straightforward.

Step 1. Go to hsbc.com.au on your desktop, click on Online Banking and fill in your Username.

Step 2. When the password screen appears, select Forgotten password.

Step 3. Answer the security question, and generate a security code from your Physical or Digital Security key to reset your Online Banking password. 

Step 4. Enter the security code, then select and confirm your new password. 

Now your password has been reset, you’re ready to log back in.

If you forget your Digital Secure Key Password and have set up Touch ID and need to set up a new one, follow these steps:

Step 1. Open up your HSBC Mobile Banking app.

Step 2. Select Generate Security Code.

Step 3. On the next screen, Select Help on the top right of the screen.

Step 4. Select Digital Secure Key password reset  on the next screen

Step 5. Answer your security question.

Step 6. Choose where you would like your reset code sent to ie your mobile or email address.

Step 7. Choose and enter your new Digital Secure Key Password.

Note: You will to log on using your new Digital Secure Key password on your mobile app to re-enabled Touch ID.

If you have forgotten your password, choosing a new one online is straightforward.

Step 1. Go to hsbc.com.au on your desktop, click on Online Banking and fill in your Username.

Step 2. When the password screen appears, select Forgotten password.

Step 3. Answer the security question, and a Password Reset Code will be sent to your mobile phone. You will receive an email if you have not registered your mobile number with us.

• Enter the Password Reset Code, then select and confirm your new password. Now your password has been reset, you’re ready to log back in.

If you forget your Digital Secure Key Password for your Digital Secure Key and need to set up a new one, follow these steps:

Step 1. Open up your HSBC Mobile Banking app.

Step 2. On the enter your Digital Secure Key page, click on Forgotten Digital Secure Key password.

Step 3. Answer your security question.

Step 4. Choose where you would like your reset code sent to ie your mobile or email address.

Step 5. Choose and enter your new Digital Secure Key Password.

If you have forgotten the PIN your physical Online Security Device, and would like a new one, generating it is simple.

Go to hsbc.com.au on your desktop, click on Online Banking and enter your Username.

When the “Enter your Security Code page appears, click on <?> and follow the steps.

Step 1. Answer your security question.

Step 2. Enter an incorrect code 3 times so that you lock your Physical Online Security Device. Then turn on your device. You will see a 7 digit pin code.

Step 3. Enter the 7 digit PIN lock code where prompted on the Online Banking page on your desktop.

Step 4. A PIN Reset Code will be generated. Enter the PIN Reset Code into the physical Online Security Device.

Step 5. Think of a memorable new 4 to 8 digit Secure PIN and enter it into the physical Online Security Device.

Step 6. Press the yellow button.

Step 7. When prompted confirm your new Secure Key PIN by re-entering it into your Secure Key.

Now you’re ready to use your physical Online Security Device once again.

You will find your credit card listed under ‘My accounts’ on the left of the screen

To access your details click on the ‘Details’ tab in the middle of the home screen. Here you will be able to view:

• Current balance
• Minimum payment due at last payment date
• Last statement payment due date
• Last statement balance
• Last statement date
• Rewards
• Available Credit 
• Credit Limit 

To manage your credit card click on the ‘Manage’ tab in the middle of the home screen and select from the following:

• Credit Cards Online (CCOL)
• Change credit card PIN
• Redeem rewards
• Increase Credit Limit
• Activate credit card
• Balance Transfer
• Report a lost or stolen credit card
• My Card Controls
• Order additional credit card
• Change credit card type
• Query a credit card transaction
• Pay with Credit Card BPAY® 

You can also click through to Credit Cards Online via the ‘My Banking’ tab at the top of the home page under Credit Card Services.

Once you log on to the HSBC Mobile Banking App you will see your credit card listed on the right hand side of the screen.

From here you can view your credit card details including available balance, account status, current balance, rewards points balance, last statement date, minimum payment, payment due date, last statement balance.

For all other credit card functions click on Credit Cards Online from the drop down menu which you can assess by tapping the icon at the top left of your screen.