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Overview
What is Internet Banking?
Internet Banking is an electronic service offered by HSBC Bank Canada to all our customers with personal accounts. This service is available online through our website at www.hsbc.ca.
What is available through Internet Banking?
You can make similar transactions through Internet Banking as in a branch. You can currently:
- View account balances and transaction history.
- View up to 6 months account history
- Open accounts - Savings and TD/GIC
- Transfer funds between accounts
- Transfer funds to pre-defined third parties worldwide
- Transfer funds between your HSBC accounts and your accounts held at other Canadian financial institutions (bank to bank transfers)
- Make contribution to your RRSP accounts
- Make principle payments to Personal Loans
- Set up post-dated and recurring bill payments or fund transfers
- View your HSBC Mutual Funds¹ account balance, account details and transaction history
- Change home/mailing address and email address
- Request stop cheques
- Apply for a loan or mortgage
- Export your financial information to Quicken®2 and Microsoft®3 Money
- View e-Statements
- Send and receive messages from our Internet Banking Support
- Request interim and previous statement copies
- View your MasterCard®* balance and transaction history through MasterCard Self Service website
What is the cost of Internet Banking?
There is no monthly subscription fee for Internet Banking. The service charge per transaction depends on the account that you have with HSBC Bank Canada. You can contact our Internet Banking Support to help you choose a service charge package or account that meets your banking needs.
What account information do I need to start Internet Banking?
In order to register for Internet Banking, you need to be a Telephone Banking customer. During the registration process, you'll be asked to enter the last ten digits of your BankCard followed by your three-digit TelePIN. If you haven't registered for Telephone Banking, just call one of the numbers listed on the General Enquiries page and a representative will personally assist you in registering. You'll have the convenience of both Internet Banking and Telephone Banking at your fingertips.
When can I access Internet Banking?
Internet Banking is available 24 hours a day, 7 days a week, which allows you to do your banking when and where you want. The only exception is a three-hour system maintenance period late Saturday nights (Saturdays 11:00PM PST to Sundays 2:00AM PST). Your account balances and transaction history are always up-to-date whenever you make a transaction.
Where can I access Internet Banking?
You are able to access Internet Banking from anywhere in the world provided the computer you are using has Internet access and a browser that already supports 128-bit encryption.
What are the minimum requirements I need for my computer?
Along with a computer that has Internet access, all you need is an Internet browser that we support. The browser you use must have 128-bit encryption installed. We currently support the following Internet browsers:
- PC - Netscape Communicator 6.21 and 7.1, Internet Explorer 5.5 and above
- MAC - Netscape Communicator 6.2.1 and 7.1, Internet Explorer 5.1 and 5.2
Click here to check if your browser is supported and meets the minimum requirements. If your browser is supported, you'll be able to start banking immediately.
What languages does Internet Banking support?
Internet Banking is available in English and French. The language automatically displayed after you logon is the same as your language preference for your BankCard or account. However, you can change the language displayed from any screen within Internet Banking. To change your default language preference, please call Internet Banking Support at 1-877-621-8811.
Accounts
Which of my accounts can be accessed in Internet Banking?
Here's a list of the accounts you can access:
- Chequing
- Savings
- Term Deposit/GIC
- Loan
- Mortgage
- Variable and Fixed RRSPs
- HSBC Mutual Funds¹
- MasterCard via MasterCard Online Access
Why were some of my accounts not included on the account selection page when I registered for Internet Banking? Can I add accounts to my Internet Banking profile?
Only accounts that are under your existing Telephone Banking profile will be displayed when registering for Internet Banking. To add additional accounts to your Internet Banking profile, you can send us an Add/ Remove Account request from the Services menu or call our Internet Banking Support. To add your HSBC Mutual Fund¹ accounts to your Internet Banking Profile, see Mutual Funds Access.
Payments and Transfers
What type of payments can I make?
You can make payments to merchants who are listed as your bill payees. You need to add a merchant as your bill payee before you can proceed to pay your bill with them. Browse through our comprehensive list of merchants under the Add a bill payee function within the bill payment section. For more help on setting up a bill payee, click Help when you are in the Add a bill payee screen within Internet Banking.
When will the bills I pay be paid to the merchant?
We will send out your instruction on the same business day (provided you had submitted this before the close of the business day). Your merchant will receive the funds within 2-3 business days. We recommend you make your payments 3 business days in advance of the due date.
What type of transfers can I make?
Internet Banking offers three types of transfers:
- Fund transfer – allows you to transfer funds between your HSBC accounts
- Third party fund transfer – allows you to transfer funds from your HSBC accounts to your friend or a named beneficiary within or outside of HSBC
- Bank to bank transfer - allows you to transfer funds between your High Rate Savings or Direct Savings account to your accounts held in other Canadian financial institutions.
What are my daily transaction limits for payments and transfers?
Your daily transaction limits (in Canadian dollars) for Internet Banking are as follows:
- Fund Transfer $250,000.00
(includes transfers between your HSBC accounts and your accounts at other Canadian financial institution) - Bill Payment $25,000.00
- Third Party Payment $10,000.00
These limits are combined with transactions you initiate through Telephone Banking. In other words, if you make a $12,500 bill payment through Telephone Banking, you can only make a $12,500 bill payment through Internet Banking and vice versa. Foreign currency transfers are included in the daily fund transfer transaction limit.
There is a maximum limit of $250,000 for each transfer you make between your High Rate Savings or Direct Savings account to your account in another Canadian financial institution. You may lower this limit by contacting Internet Banking Support at 1-877-621-8811.
Can I transfer funds to or from my foreign currency accounts?
Yes, you can transfer funds from your Canadian Dollar accounts to your foreign currency accounts (including US Dollar, euro, Hong Kong Dollar, British Pound, Swiss Franc and Japanese Yen) and vice versa. You can also transfer funds between foreign currency accounts. For example, if you have a US Dollar account, you can transfer money directly to your Hong Kong Dollar account without first transferring money to your Canadian Dollar account.
An exchange rate is usually available between 6:00AM and 6:00PM PST Monday to Friday. Outside of these hours, your transaction will still be accepted but will not be processed until an exchange rate is available. Each foreign currency transaction is subject to a transaction limit of $25,000 Canadian equivalent.
For example, a transfer from your US Dollar account to your Canadian Dollar account for $25,000 US Dollars will not be accepted. Foreign currency transactions are also included as part of your total daily transaction transfer limit of $100,000 Canadian Dollars.
What sort of bills can I pay through Internet Banking?
You can make payments to merchants who are listed as your bill payee. You need to add a merchant as your bill payee before you can proceed to pay your bill with them. Browse through our comprehensive list of merchants under the Add a bill payee function within the bill payment section. For more help on setting up a bill payee, click Help when you are in the Add a bill payee screen within Internet Banking.
How do I transfer funds to a friend or a named beneficiary?
To transfer funds to a friend or a named beneficiary within or outside of HSBC, you need to add the accounts to your profile as Third Party Payees. This can be done at your branch.
Special charges are applicable to third party fund transfers:
- Transfers to Domestic Third Party Payees (within Canada): $10.00
- Transfers to Overseas Third Party Payees (outside Canada): $30.00
When will the bills I pay be paid to the merchant?
We will send out your instruction on the same business day (provided you had submitted this before the close of the business day). Your merchant will receive the funds within 2-3 days. We recommend you make your payments 3 days in advance of the due date.
How soon will my third party beneficiary receive my funds transfer?
Your instruction will be sent out on the same day (provided you had submitted this before the close of the business day). Depending on the country your beneficiary is in, your beneficiary should receive the funds within 2-3 days.
How do I transfer funds to and from my accounts held at another bank?
You can transfer funds between your High Rate Savings or Direct Savings account and your accounts held at other Canadian financial institutions. To set up a bank to bank transfer account, simply send us a “VOID” cheque and a signed authorization form. The “VOID” cheque must be a personalized cheque from the account you want to link to your Personal Internet Banking profile, and must bear your full name and address. Alternatively, you may send us an original bank statement, bearing your full name and address, from the account at another Canadian financial institution that you want to link to your Personal Internet Banking profile. Write the Request Confirmation Number on your original bank statement before sending. For more help on setting up a bank to bank transfer account, click Help when you are in the Bank to Bank Transfers – Add an Account screen. Please note that transfers from your High Rate Savings or Direct Savings account to your accounts held at other Canadian financial institutions are subject to applicable service charges.
How soon will I see my account balance updated after a bank to bank transfer?
Your bank to bank transfer request will be processed within 2 business days. A 5-business day hold will be applied to funds transferred from your other financial institution to your High Rate Savings or Direct Savings account.
Services
Where can I get help on Internet Banking?
There are lots of ways to get help. Within Internet Banking, there is a comprehensive Help function that provides detailed information on the screen you are on. We'll guide you through the screen and also give you some tips and tricks to make things easier.
You can also send us a mail message within Internet Banking. Just go to the Send message function under Services. We'll respond to your message within two business days.
You can always call us too. Our Internet Banking Support Representatives are always here to help you - we're only a phone call away, 7 days a week, 24 hours a day. Just call one of the numbers listed below to speak to a representative.
For English, French, Cantonese or Mandarin service:
Within Canada and USA 1-877-621-8811
Within Greater Vancouver 604-216-8811
What if I forget my Internet Banking password?
Call our Internet Banking Support and we'll provide you with a new temporary password. You will be required to change your password to your own personalized password the next time you logon to Internet Banking.
How do I change my Internet Banking password?
Go to Services and one of the functions will read Change Password. You will be required to enter 3 random characters from your existing password. Simply type in a new password that is 8 characters long, and do this again to confirm your new password. Click Update to complete the process and remember to use the new password next time you logon to Internet Banking.
Why am I only asked for 3 random characters from my password?
The random character challenge password feature helps protect your password from being captured by keystroke logging tools that are planted in your home PC through virus attack. Since you never enter your full password during logon, it is extremely difficult for those tools to capture your password
What is the personal identification question and response?
The personal identification question and response is an added security feature to further protect your accounts online. It is a key element to differentiate HSBC from phishing sites. It is important that you ensure that your personal identification question is displayed when you logon to Personal Internet Banking.
What if I forget my personal identification response?
Call our Internet Banking Support and we will reset your personal identification response. You will be required to select a personal identification question and provide a new response the next time you logon to Personal Internet Banking.
How do I change my personal identification question and response?
Go to Services and one of the functions will read Change personal identification & response. You will be required to provide your current personal identification response as verification of your identity. Simply select a personal identification question and provide a new response, and re-confirm your response by re-entering it. Click Update to complete the process and remember to use your new personal identification response next time you logon to Personal Internet Banking.
Where are my interim statements sent to?
Your interim statements are additional statements that you can request mid-way through your regular statement cycle. These would look exactly like your regular statement except the transactions shown are from the last statement date till the date you request for the interim statement. The interim statement will be sent to the usual location where your regular statements are sent.
What kind of information can I download to Quicken/Money?
Quicken and Microsoft Money are personal financial management software which help to keep track of your overall financial status including assets, liabilities, account balances and expenses. The download to Quicken or Money function allows you to easily download your balances and transaction information for upload into Quicken or Money software. Simply go to Quicken/Money file download function under the Services section. Select the account which you want to download information from. Select the appropriate dates to extract the information from (which is the date of your last download till the day you do the download). Select which version of software you have installed on your computer and click Send.
Troubleshooting
Why does a pop-up window with security information appear occasionally after I click on a link?
This is a common observation for all browsers when the user leaves a security website for a non-secure one. Some links in Internet Banking direct you to the HSBC Bank Canada website, and your browser may ask if you want to non-secure items to be displayed when you click on those links. Simply click Yes to continue your Internet Banking session.
Security is our top priority for Internet Banking. In HSBC, we use a 128-bit encryption code to protect your financial information. This means that your information is encrypted by a very complex code before leaving your computer to be sent to us and is very secure.
Why can't I see some text on the right side of the screen?
Check to make sure you have maximised your Internet Banking window. The middle icon on the top right hand corner (this area would have 3 icons) should show 2 square boxes, one in the front and slightly to the left of the second box. If it only shows 1 square box, click on it to maximise the window.
Displaying your text in a smaller size would help fit more words in the window without scrolling. For Internet Explorer browsers, go to View in your menu bar and select Text size - Medium. This should be small enough for most text to fit in the window without scrolling. For Netscape browsers, go to View and click Decrease font until most of the text fits within the window.
We recommend viewing your Internet Banking session in a screen resolution of at most 800x600 pixels. To do this, go to Start in your Windows menu bar. Select Settings and then Control Panel. Double click on Display and select the Settings tab. In the section labelled Desktop area, adjust the bar until you see 800x600 pixels displayed just below the arrow. A resolution higher than this (1024x768 pixels) would also be fine although everything displayed would be smaller.
Why can't I print using the Print button from my Internet Banking session on my Macintosh computer?
The Print button does not work if you are using a Macintosh computer. Use the Macintosh print function instead or press Mac command + P to activate the Print command.
Why do I get an error message when I use a decimal within the amount?
In the French version of Internet Banking, a comma is required where the decimal is normally used, e.g. 1,00 instead of 1.00.
Why do I have a problem trying to logon to Internet Banking now whereas I didn't have a problem before?
You may have to clear your browser's cache to help solve the problem.
For Internet Explorer browsers, go to Tools on the tool bar and select Internet Options. In the General tab under the section on Temporary Internet Files, click Delete files and OK. Close and open your browser and try to logon to Internet Banking again.
For Netscape browsers, go to Edit on the tool bar and select Preferences. Under the Categories list, click on the plus sign next to Advanced to open the sub-categories. Select Cache and click on the Clear Memory Cache button and then OK. Click on Clear Disk Cache and then OK. Finally click OK. Close and open your browser to try to logon to Internet Banking again.
Security
How do I know if I am connecting to HSBC Bank Canada and not to other parties?
You may check the validity and owner of the encryption certificate.
For Internet Explorer browsers, double click the security lock icon at the bottom right of your Internet Banking session window (you may need to enable the status bar if it cannot be seen). In the General tab, the Certificate Information should state who it is issued to (www.ebank.hsbc.ca) and when it is valid for. The certificate should still be within the valid period.
For Netscape browsers, double click the security lock icon at the bottom left of your Internet Banking session window (you may need to enable the status bar if it cannot be seen). Under Security Info, click on the View Certificate button. This should state that it belongs to www.ebank.hsbc.ca, Internet Banking, HSBC Bank Canada, Vancouver, British Columbia, CA. The certificate should be within the validity period as shown.
Always make sure that your personal identification question is displayed when you logon to Personal Internet Banking. If your question is not displayed, do not logon and contact us immediately.
How secure is Internet Banking?
Security is our top priority. Your financial information is protected by your Personal Access Number and Internet Banking password, our 128-bit encryption code and automatic time-out. Your Personal Access Number, Internet Banking password, and your personal identification response, must be entered each time you logon to Internet Banking. If there is no activity after a short period of time, your Internet Banking session is terminated to prevent unauthorised access.
What sort of security tips can you offer?
In addition to our secure website for Internet Banking, you play a significant role in your own security.
- Your Personal Access Number, Internet Banking password, and personal identification response must remain confidential to yourself.
- The auto-complete function on your browser should be disabled to avoid the automatic completion of your Personal Access Number and Internet Banking password when you type in the relevant fields.
- Change your Internet Banking password and personal identification response on a regular basis (we suggest at least once every 30 days).
- Your Internet Banking password and personal identification response must be kept confidential at all times and not be disclosed to anyone. HSBC Bank Canada will NEVER ask for your password or personal identification response.
- Memorize your Internet Banking password, personal identification response, and do NOT write them down, store them in the computer hard disk, diskettes or other insecure devices. More importantly, do no reveal them to anyone.
- Ensure that the browser and application software used is upgraded to support 128-bit encryption or a higher encryption standard.
- Whenever you are logged on to Internet Banking, check that the bottom right corner of the screen shows a secure symbol of either a lock or a key.
- If you suspect any unusual account activity or that your Internet Banking password and/or personal identification question and response confidentiality have been compromised, please change them immediately and contact our Internet Banking Support.
- Before you logon to Internet Banking, for security purposes, ensure all other Internet sessions, i.e. browser windows, are closed.
- Always remember to log out properly (by clicking on Log out instead of simply closing the window with the x on the top right corner of the screen) from your Internet Banking session before visiting other websites.
- Remember to close the browser window after you have logged out of your Internet Banking session.
- Whenever security updates and patches are made available by your computer or browser vendor, always ensure that you download and apply them as they are designed to provide you with protection from known possible security problems.
Why do I need to accept "cookies" to access my financial information online?
A cookie is a text file that resides on your computer. In order to provide a better, stable and secure service, Personal Internet Banking uses two types of cookies as part of the interaction between your browser and the Internet Banking Service:
- Persistent Cookies:
“A Persistent Cookie” is used infrequently throughout the year, to provide usage information on specific functions contained on our Internet Banking Application. This cookie only tracks usage and does not contain any customer related information. - Per Session Cookies:
A "Per-session Cookie" assigns a session id when you log-on and stores it in your PC’s temporary memory (RAM). This session ID is used to establish and validate your PC during your Internet Banking session. When you log-off Internet Banking the ‘Per-session Cookie” is removed. Per-session cookies do not contain any customer related information.
If your browser prompts you when a cookie is "served", you must accept it in order to access Internet Banking. Since cookies are site specific, only HSBC can access, decode and make use of the information.
More information about online security
Mutual Funds
What type of HSBC Mutual Fund¹ accounts are accessible?
- Non-Registered Mutual Fund Accounts (Individual or Joint Accounts)
- RRSP Accounts (including Locked-in and Group RRSPs)
- Spousal RRSP Accounts (this will be accessible in Spouse's name)
- RRIFs and RESPs are currently not available.
Please call your HSBC Investment Funds (Canada) Inc. sales representative at Telefund at 1 800 830-8888, or visit any of our HSBC Bank branches for more details.
How do I access my HSBC Mutual Fund¹ accounts in Internet Banking?
You must first be registered for Internet Banking to access your HSBC Mutual Funds¹ account(s) and hold an existing HSBC Mutual Fund account(s) with HSBC Investment Funds (Canada) Inc.
Add HSBC Mutual Fund Account Online
- Logon to HSBC Internet Banking.
- Click on "Services" located on the left side of the page.
- From the services menu, click on "Add Account".
- Select "Mutual Funds" under "Account Type"
- Enter the HSBC Mutual Fund Account Number displayed on your HSBC Mutual Fund statement from HSBC Investment Funds (Canada) Inc. and click "Send". If you are adding more than one mutual fund account, you may input additional mutual fund account numbers under "Other Details".
- Confirm your request by clicking "Confirm".
Add HSBC Mutual Fund Account by Telephone
Contact HSBC Internet Banking Support to register for HSBC Mutual Funds Internet Access:
| Available 24 hours a day, 7 days a week | |
|---|---|
| For English, French, Cantonese or Mandarin service: | |
| Within Canada and USA | 1-877-621-8811 |
| Within Greater Vancouver | 604-216-8811 |
Please have your HSBC Mutual Fund account number(s) ready when you call to register.
An HSBC Representative will verify your account details.
How long will it take to set up my HSBC Mutual Fund¹ accounts?
Your request will be processed within one to two business days of receiving your request through the 'Add Account" request available on Internet Banking. All applications are subject to approval by an HSBC Representative. Once you have accepted the terms and conditions of using the HSBC Mutual Funds Internet Access service, your HSBC Mutual Fund account balances will appear on the Internet Banking Account Summary Screen.
What if my mutual fund accounts are held with a broker or within a self directed account?
This service is currently only available to investors whose HSBC Mutual Fund¹ accounts are not held through a brokerage account. To access your HSBC Mutual Fund¹ details carried with your broker or within a self-directed brokerage account, please contact your broker or discount brokerage company directly.
Are my mutual fund account balances in real time?
No. Generally, the HSBC Mutual Fund¹ prices will reflect the previous business date and your holdings will be accurate for trades received prior to 1:00 p.m.(PST) the previous business date. All pending mutual fund transactions performed via Telefund or an HSBC Branch will take up to 2 business days before you can view them on the HSBC Mutual Fund¹ Access transaction history screen.
1HSBC Mutual Funds are distributed by HSBC Investment Funds (Canada) Inc., a subsidiary of HSBC Bank Canada.
®2Quicken is a registered trademark of Intuit, Inc.
®3Microsoft Money is a registered trademark of Microsoft Corporation.
®4 MasterCard is a registered trademark of MasterCard International Incorporated. Used pursuant to license.
