How do I sign up?

  • Log on to Online banking, select "Account alert settings" under "Banking" or from the menu under your name in the top right of the screen.
  • Click on "Subscribe" next to "Alerts for individual accounts"
  • Select the account you want to receive Account alerts for
  • Select which Account alerts you want to receive
  • Personalise your Account alerts (e.g. dollar amount to trigger the Account alert)

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.

Are alerts safe?

Yes, any account numbers will be masked with only the X digits displayed to avoid other people from getting the information. Remember, we will never ask you to provide personal information over email or text.

How do I stop the Account alerts service?

  • To stop this service, in Online banking, select "Account alert settings" under "Banking" or from the menu under your name in the top right of the screen.
  • Click "Unsubscribe" for each alert that you want to stop receiving and click "Save". You can also unsubscribe through your mobile phone by texting back "STOP" to any of the Alerts text messages.
  • It is important to note that alerts used to help with logon credential creation or reset cannot be stopped. These are one time messages with delivery chosen by the customer during the creation or reset request process.

How soon will I start receiving alerts?

As soon as you subscribe to this service, you will receive a welcome message confirming you are set up to receive alerts. Texts for your selected alerts will be sent as soon as an alert is triggered.

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

If you have not received your welcome message, please ensure that your mobile phone number displayed on the Account alert settings page is up to date and confirm your alerts selection. If you still do not receive any alert messages, please contact us.

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

The memory capacity on your mobile telephone has probably been fully used, which would prevent further messages being received. If this is the case, you will need to delete some of your existing messages in order to free up space on your phone to receive more.

Another possibility may be because the criteria has not been met for the alert type that you have chosen for the account. Therefore, no Alerts message will be sent out.

Can I change the Alerts I have selected?

Yes. You can log on to Online banking, navigate to the "Account alert settings" function and adjust or unsubscribe your current alerts or subscribe to new ones.

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

If you've changed your mobile phone number or the number we have on record is incorrect, you can update it in Online banking.

Select "Update Personal Details" under "Banking" or from the menu under your name in the top right of the screen or from "Account alert settings"

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

How do I manage Alerts information on my mobile phone?

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

Reply from HSBC

SMS "24722"
HELP Will provide you contact number, website, and instructions on how to stop receiving alerts.
AIDE
STOP You will stop receiving alerts on your mobile.
ARRET
INFO Will provide you with 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 French-Canadian:
SMS "24722"
AIDE

Reply from HSBC

Will provide you contact number, website, and instructions on how to stop receiving alerts.
SMS "24722"
ARRET

Reply from HSBC

You will stop receiving alerts on your mobile.
SMS "24722"
INFO

Reply from HSBC

Will provide you with contact number and website about alerts.

When are alerts sent?

Alerts are sent in real-time between 6am-9pm Pacific Time. Alerts that are triggered outside of those hours will be sent to you at the earliest opportunity. For example, if an alert is triggered at 10pm Pacific Time, you'll receive a message at 6am Pacific Time, the following morning.

Can I suspend alerts?

You cannot suspend alerts. If you want to suspend alerts for a period of time you should unsubscribe the alert in Online banking, and then reactivate it when you are ready to receive alerts again.

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

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

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

Some telephone models allow you to change the way in which you are alerted to incoming messages. Check that you have set the message alert option "on" and the volume is not at zero. If you have any further questions, contact your service provider.

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, contact Customer Service at 1-877-621-8811 to unsubscribe.