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Frequently asked questions: Account Alerts

Automatic alerts at the end June 2022

Why will I be getting account alerts at the end of June 2022? I haven’t signed up for them.

The Government of Canada has enhanced their financial consumer protection framework. All banks in Canada, including HSBC, will be required to provide this alert service in June 2022.

 

What does an alert look like?

You’ll get text message alerts on your mobile phone or tablet.

 

How can I stop the automatic alerts I’ll be getting at the end of June?

You can turn off all alerts on your mobile phone by texting back “STOP”.

About alerts

What is an alert?

An alert is a text message notification sent to your mobile phone letting you know when there’s been a change to your account, e.g. your bank account balance has gone above or below a pre-set amount, money has been paid into or debited from an account, or a term deposit / GIC is about to mature.

Alerts allow you to keep track of your finances and avoid fees or interruptions in the use of your accounts.

 

Are alerts safe?

Yes, account numbers are masked to prevent other people from getting the information.

Remember, we will never ask you to provide personal information over text or email.

Signing up for alerts

How do I sign up?

You’ll need to be registered for online banking in order to sign up for alerts, and your mobile number will need to be up to date.

 

To sign up for alerts: 

  • Log on to Online banking and select “My profile” > "Account alert settings".
  • Go to "Alerts for individual accounts" and select "Subscribe".
  • Select the account you want to receive account alerts for.
  • Select which account alerts you want to receive.
  • Personalize your account alerts (e.g. dollar amount to trigger the alert).

 

How soon will I start receiving alerts?

Once you’ve subscribed to alerts, you’ll start getting texts when your balances or limits go above or below your pre-set amounts.

Starting at the end of June, if we have your mobile number, we’ll automatically send you text message alerts when the available credit or available balance on your account has reached a minimum set amount.

 

Will I get charged to receive account alerts?

HSBC Account alerts is a free service to our customers. However, local mobile carrier charges for data usage or text messages may apply. Please contact your carrier for further details.

Managing alerts

How do I manage account alerts in Online Banking?

  • Log on to Online Banking.
  • Select “My profile” > "Account alert settings".
  • Adjust amounts or stop your current alerts, or subscribe to new ones.

Note: Alerts used to help with creating or resetting your passwords are one-time messages which cannot be stopped.

 

How do I manage account alerts on my mobile phone?

On your mobile phone, you can text back "STOP" to any alert messages.

Once you have subscribed to alerts, you can send the following text messages to HSBC at "24722" in English or in Canadian French:

SMS "24722" Reply from HSBC French
HELP This will provide you a contact number, website, and instructions on how to stop receiving alerts. AIDE
STOP You will stop receiving alerts on your mobile phone. ARRET
INFO This will provide you with a contact number and website about alerts. INFO

Once you have subscribed to alerts, you can send the following text messages to HSBC at "24722" in English or in Canadian French:

SMS "24722" HELP
Reply from HSBC This will provide you a contact number, website, and instructions on how to stop receiving alerts.
French AIDE
SMS "24722" STOP
Reply from HSBC You will stop receiving alerts on your mobile phone.
French ARRET
SMS "24722" INFO
Reply from HSBC This will provide you with a contact number and website about alerts.
French INFO

Can I change the alerts I have selected?

Yes, you can log on to Online Banking, navigate to “My profile” > “Account alert settings” and adjust or unsubscribe to your current alerts, or subscribe to new ones.

 

Can I suspend alerts? 

No, you cannot suspend account alerts. If you want to stop alerts for a period of time, you can unsubscribe from an alert, and then start a new alert when you want to receive one again.

 

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

If you've changed your mobile phone number or the number we have for you is incorrect, you can update it.

 

In the mobile app:

  • Select the profile icon – top right
  • Select your name to update your personal details
  • Select “Contact details” and update your mobile number

 

In Online Banking:

  • Select “My profile” > “Account alert settings” > “Update personal details”.

Your HSBC Security Device will be required to make this change.

Troubleshooting alerts

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

Some phone models allow you to change the way in which you are alerted to incoming messages. Ensure your notification settings are turned on. If you have any further questions, contact your service provider.

 

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

No, unfortunately we are only able to send the account alerts message once. If an alert message is deleted, it cannot be viewed again.

 

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

You must report the loss to your service provider and ask them to disable your telephone. You should also log on to Online Banking and unsubscribe from your alerts. Alternatively, call us at 1-877-621-8811 to unsubscribe.

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