Online banking FAQ

How to guides

Viewing my transactions
Viewing my online statements
Linking my accounts
My messages
Contacting HSBC

How to guides

Viewing my transactions
Viewing my online statements
Linking my accounts
My messages
Contacting HSBC

Videos

Video Link

Take a tour

Video Link

Move money

Video Link

Check transactions

Video Link

Secure messaging

Video Link

Cheque Deposit

Video Link

Mobile Banking

Frequently asked questions

What's changed with HSBC's Online banking?

My log on looks different (username and password). Is it still secure?

How do I pay a bill, send a wire transfer or INTERAC e-Transfer?

All payments and transfers can be started by selecting Move Money or via the My banking menu at the top of the screen. Move Money is a single place for managing all your payments and transfers from your HSBC Canada accounts.

You can move money between your accounts (both international and Canadian) or make payments to other people or pay your bills - show me how. You also have the option to setup payees and save them for future payments.

You can choose for the transaction to happen immediately, on a future date and set up regular payments between your accounts or to someone else.

For transfers between accounts in your own country and in the same currency, you can also use Quick Transfer on your My Accounts page.

Some transactions are subject to fees & charges. To find out more, view our Personal Service Charges Statement of Disclosure.

Where has Global View and Global Transfer gone? How do I make a Global transfer?

How do I switch from my physical Security Device to the Digital Security Device?

To switch from a physical to a Digital Security Device:

  • log on to Online banking on your browser
  • select the "Banking" menu at the top of the page
  • select "Manage my security device" from the list of options available under the "Security" menu
  • on the "Switch to Digital Security Device" tab, check the "I have a compatible smartphone" checkbox and select "Activate Digital Security Device"
  • you will need to launch the HSBC Mobile Banking app and follow the instructions on your mobile device to complete activation of your Digital Security Device

Once you've activated your Digital Security Device, your physical Security Device will no longer work. To recycle your existing physical Security Device, please return it to your nearest Branch.

Why do I need a security device now to setup an INTERAC e-Transfer payee or a credit card payee?

This change has been introduced as part of our commitment to security. In order to help you to protect your accounts from fraudulent activity, we identify certain transactions as warranting a higher level of security.

The unique code generated by your device will authenticate that it is you setting up the payee, and ensures that no one else can do this fraudulently. Once you have set up your payees, you won't need a Security Device to send and receive an INTERAC e-Transfer or pay a bill.

Why do my friends or family not have the new Online banking?

How can I submit my questions?

What is Move Money?

How do I pay my HSBC Mastercard®?

How do I send an INTERAC e-Transfer?

How do I make a wire payment?

How do I cancel a payment?

How do I edit a payment?

How do I set up a future payment?

How do I set up a recurring payment?

Can I make a transfer to all my HSBC accounts?

How far back can I view my transactions?

I don't recognize a transaction on my account?

How do I check my balance?

How can I change my statement delivery preferences?

How can I request a paper copy of a statement?

How can I download a statement?

How can I opt for paperless correspondence?

How do I get back to My accounts?

How do I send a secure message?

How do I inform HSBC that my card is lost or stolen?

How do I inform HSBC that my Security Device is lost or stolen?

I've lost of forgotten my HSBC Mastercard PIN. How do I get a new PIN?

Do I need to register to use the HSBC Mobile Banking app?

Are there any fees to use this HSBC Mobile Banking app?

How do I log on to the HSBC Mobile Banking app?

Can I change my password in the HSBC Mobile Banking app?

How do I ensure I have logged off from the HSBC Mobile Banking app?

Can I use the HSBC Mobile Banking app to view my HSBC accounts that are in other countries?

What devices does the HSBC Mobile Banking app work with?

Will the HSBC Mobile Banking app work on my tablet?

If I have cancelled my Online banking service, can I still access HSBC Mobile Banking app?

Why can't I log on to Online banking with the security code I have generated in the HSBC Mobile Banking app?

What security measures can I take to protect my information when using the HSBC Mobile Banking app?

Who can I make payments/transfers to?

What is HSBC Mobile Cheque Deposit? It is a free service?

How do I deposit a cheque?

What types of cheque can I deposit?

Into what type of account can I make a deposit?

What should I do with the cheque after I have deposited it?

How soon will my deposited cheque be available?

Is there a limit on the amount, or number of cheques, that I can deposit?

How do I get the best image of the cheque?

How secure is Online banking?

How do I know if I am connecting to HSBC Bank Canada and not to other parties?

Why do I need to accept "cookies" to access my financial information online?

Why do you offer a security device for log on?

What are the differences between the Digital Security Device and the Physical Security Device?

Why should I choose to have a security device?

How does the Security Device work?

Can I have a second Security Device, one for work and one for home?

Why do I have to use my Security Device to validate transactions?

What if I forget all my log on details?

Will I still need to use my existing password?

How do I log on without my Security Device?

Is logging on without a Security Device or Digital Security Device less secure?

I've changed my mind and I would like a Security Device. How do I get one?

I'm worried I may find the buttons or reading the Security Device display difficult. What should I do?

What are the benefits of a Digital Security Device over a Physical Security Device?

Can I have a Digital Security Device on more than one device?

Can I use my tablet as my Digital Security Device?

Can two people use the same phone for their Digital Security Device?

If I have no internet access or phone signal on my mobile device, can I still generate a security code? Can I still use the HSBC Mobile Banking app?

If I'm abroad, should I switch off roaming on my mobile if I need to use my Digital Security Device?

What do I need to do to transfer my Digital Security Device to a new smartphone (iPhone® or Android®)?

What if I accidentally delete the HSBC Mobile Banking app?

Do I have to use my HSBC Security Device every time I log on?

Why does my Physical Security Device keep switching off?

What if I am away from home when my Physical Security Device arrives?

Why do I have to set up a PIN/password on my Security Device?

What if I forget my log on details or PIN, or my account is locked?

How long does the battery last?

What happens if I lose my Physical Security Device or it breaks?

How long will it take for a replacement Physical Security Device to arrive?

I have received my Physical Security Device and it doesn't work

If I report my Security Device as lost and then find it, can I use it?

What do I do with my old Security Device - is it recyclable?

How do I sign up?

Will I get charged to receive Account alerts?

Are alerts safe?

How do I stop the Account alerts service?

How soon will I start receiving alerts?

I haven't received my initial welcome message or any Alerts messages, what should I do?

I used to receive Alerts but they have stopped arriving. What happened?

Can I change the Alerts I have selected?

How do I change the mobile number I use for Alerts?

How do I manage Alerts information on my mobile phone?

When are alerts sent?

Can I suspend alerts?

If I have deleted an Alerts message in error, could you send it to me again?

My telephone does not alert me when there is an incoming message.

What should I do if my mobile phone is lost or stolen?

New Online Banking

Back to top

What's changed with HSBC's Online banking?

Where has Global View and Global Transfer gone? How do I make a Global transfer?

My log on looks different. Is it still secure?

How do I switch from my physical Security Device to the Digital Security Device?

To switch from a physical to a Digital Security Device:

  • log on to Online banking on your browser
  • select the "Banking" menu at the top of the page
  • select "Manage my security device" from the list of options available under the "Security" menu
  • on the "Switch to Digital Security Device" tab, check the "I have a compatible smartphone" checkbox and select "Activate Digital Security Device"
  • you will need to launch the HSBC Mobile Banking app and follow the instructions on your mobile device to complete activation of your Digital Security Device

Once you've activated your Digital Security Device, your physical Security Device will no longer work. To recycle your existing physical Security Device, please return it to your nearest Branch.

How do I pay a bill, send a wire transfer or INTERAC e-Transfer?

All payments and transfers can be started by selecting Move Money or via the My banking menu at the top of the screen. Move Money is a single place for managing all your payments and transfers from your HSBC Canada accounts.

You can move money between your accounts (both international and Canadian) or make payments to other people or pay your bills. You also have the option to setup payees and save them for future payments.

You can choose for the transaction to happen immediately, on a future date and set up regular payments between your accounts or to someone else.

For transfers between accounts in your own country and in the same currency, you can also use Quick Transfer on your My Accounts page.

Some transactions are subject to fees & charges. To find out more, view our Personal Service Charges Statement of Disclosure.

Why do I need a security device now to setup an INTERAC e-Transfer payee or a credit card payee?

This change has been introduced as part of our commitment to security. In order to help you to protect your accounts from fraudulent activity, we identify certain transactions as warranting a higher level of security.

The unique code generated by your device will authenticate that it is you setting up the payee, and ensures that no one else can do this fraudulently. Once you have set up your payees, you won't need a Security Device to send and receive an INTERAC e-Transfer or pay a bill.

Why do my friends or family not have the new Online banking?

How can I submit my questions?

Move Money

Back to top

What is Move Money?

How do I pay my HSBC Mastercard?

How do I send an INTERAC e-Transfer?

How do I make a wire payment?

How do I cancel a payment?

How do I edit a payment?

How do I set up a future payment?

How do I set up a recurring payment?

Can I make a transfer to all my HSBC accounts?

How far back can I view my transactions?

My Account

Back to top

I don't recognize a transaction on my account?

How do I check my balance?

How can I change my statement delivery preferences?

How can I request a paper copy of a statement?

How can I download a statement?

How can I opt for paperless correspondence?

Navigation

Back to top

How do I get back to My accounts?

How do I send a secure message?

How do I inform HSBC that my card is lost or stolen?

How do I inform HSBC that my Security Device is lost or stolen?

I've lost of forgotten my HSBC Mastercard PIN. How do I get a new PIN?

Top 5 FAQs

Back to top

Do I need to register to use the HSBC Mobile Banking app?

Are there any fees to use this HSBC Mobile Banking app?

How do I log on to the HSBC Mobile Banking app?

Can I change my password in the HSBC Mobile Banking app?

How do I ensure I have logged off from the HSBC Mobile Banking app?

General questions

Back to top

Can I use the HSBC Mobile Banking app to view my HSBC accounts that are in other countries?

What devices does the HSBC Mobile Banking app work with?

Will the HSBC Mobile Banking app work on my tablet?

If I have cancelled my Online banking service, can I still access HSBC Mobile Banking app?

Why can't I log on to Online banking with the security code I have generated in the HSBC Mobile Banking app?

What security measures can I take to protect my information when using the HSBC Mobile Banking app?

Move Money

Back to top

Who can I make payments/transfers to?

General questions

Back to top

How secure is Online banking?

How do I know if I am connecting to HSBC Bank Canada and not to other parties?

Why do I need to accept "cookies" to access my financial information online?

Why do you offer a security device for log on?

What are the differences between the Digital Security Device and the Physical Security Device?

Why should I choose to have a security device?

How does the Security Device work?

Can I have a second Security Device, one for work and one for home?

Why do I have to use my Security Device to validate transactions?

What if I forget all my log on details?

Will I still need to use my existing password?

How do I log on without my Security Device?

Is logging on without a Security Device or Digital Security Device less secure?

I've changed my mind and I would like a Security Device. How do I get one?

I'm worried I may find the buttons or reading the Security Device display difficult. What should I do?

Digital security device

Back to top

What are the benefits of a Digital Security Device over a Physical Security Device?

Can I have a Digital Security Device on more than one device?

Can I use my tablet as my Digital Security Device?

Can two people use the same phone for their Digital Security Device?

If I have no internet access or phone signal on my mobile device, can I still generate a security code? Can I still use the HSBC Mobile Banking app?

If I'm abroad, should I switch off roaming on my mobile if I need to use my Digital Security Device?

What do I need to do to transfer my Digital Security Device to a new smartphone (iPhone® or Android®)?

What if I accidentally delete the HSBC Mobile Banking app?

Do I have to use my HSBC Security Device every time I log on?

Physical security device

Back to top

Why does my Physical Security Device keep switching off?

What if I am away from home when my Physical Security Device arrives?

Why do I have to set up a PIN/password on my Security Device?

What if I forget my log on details or PIN, or my account is locked?

How long does the battery last?

What happens if I lose my Physical Security Device or it breaks?

How long will it take for a replacement Physical Security Device to arrive?

I have received my Physical Security Device and it doesn't work

If I report my Security Device as lost and then find it, can I use it?

What do I do with my old Security Device - is it recyclable?

Top 5 FAQs

Back to top

How do I sign up?

Will I get charged to receive Account alerts?

Are alerts safe?

How do I stop the Account alerts service?

How soon will I start receiving alerts?

General questions

Back to top

I haven't received my initial welcome message or any Alerts messages, what should I do?

I used to receive Alerts but they have stopped arriving. What happened?

Can I change the Alerts I have selected?

How do I change the mobile number I use for Alerts?

How do I manage Alerts information on my mobile phone?

When are alerts sent?

Can I suspend alerts?

If I have deleted an Alerts message in error, could you send it to me again?

My telephone does not alert me when there is an incoming message.

What should I do if my mobile phone is lost or stolen?

Haven't found what you're looking for?

Global View not available in all countries.

This link may allow you to access a non-HSBC website. HSBC Bank Canada has no control over the linked website and is not liable for your use of it.

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App Store is a service mark of Apple Inc., registered in the U.S. and other countries.

iPhone and iPad are trademarks of Apple Inc., registered in the U.S. and other countries.

Android and Google Play are trademarks of Google Inc.

BlackBerry and BlackBerry World are the trademarks or registered trademarks of BlackBerry Limited, the exclusive rights to which are expressly reserved. HSBC Bank Canada is not affiliated with, endorsed, sponsored, or otherwise authorized by BlackBerry Limited.

Data charges from your mobile service provider may apply.

There is no additional fee for using Mobile Banking. Your standard activity fees on Personal Internet Banking still apply. Please check with your wireless service provider for any costs associated with using your mobile device. Currently supported devices include iPhone, iPad, iPod touch, Android and BlackBerry. Other models may be supported in the future. You can also use other tablet devices and web-enabled phones to access Personal Internet Banking.

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