Top FAQs

What is the difference between my Online Banking password and my Digital Security Device password?

The Online Banking password is used to log on to HSBC Online Banking or the HSBC Canada Mobile Banking app without an activated Digital Security Device.

A Digital Security Device password is created when you activate the Digital Security Device on your mobile device.

Which app should I download?

To access your HSBC Canada accounts, download the HSBC Canada Mobile Banking App from the App Store or Google Play.

You can also view your Global View linked accounts in this app.

To access HSBC accounts from other countries, you'll need to use the app for each country where you bank.

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

No, as long as you are an Online Banking customer, you can use the same username and password to log on to our app. You will need to download the HSBC Canada Mobile Banking app.

If you have not registered for HSBC Online Banking, you can register online, through the HSBC Canada Mobile Banking App, or contact HSBC to find out how.

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

No, download and use our mobile banking app for free. Data charges from your mobile service provider may apply. HSBC is not responsible for these charges.

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

Launch the mobile banking app on your device and log on with your Online Banking credentials.

If you have a Digital Security Device, you will be prompted to log on with your Digital Security Device password. If you have biometric authentication enabled, log on by scanning your face or fingerprint.

Find out more about the HSBC Canada Mobile Banking App on our website.

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

No, you can't change your Online Banking password in the app. For your protection, you can only change personal security details through Online Banking.

However, you can change your Digital Security Device password by selecting Forgot Digital Security Device password? on the log on screen of the mobile banking app.

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

Select Profile and then Log off.

General questions

Can I use the HSBC Canada Mobile Banking app to view my HSBC accounts for other countries?

Global View is available in the HSBC Canada Mobile Banking app. This allows you to view all your Global View linked accounts in one view.

If your global accounts are linked to your Canadian accounts, you'll be able to see them in the mobile app. Scroll past your Canadian accounts to see your global accounts.

What devices does the HSBC Canada Mobile Banking app work with?

Mobile banking is available for supported iPhone, iPad and Android devices.

Specifically, the following operating systems are supported:

  • iOS 10.3.3 and later
  • Android 5.0 and later

Will the HSBC Canada Mobile Banking app work on my tablet?

Yes, the app can be used on Apple iPad and Android tablets.

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

No, if your HSBC Online Banking service is cancelled, your credentials (username, password and security code) will no longer be valid for the HSBC Canada Mobile Banking app. Once you have re-registered for Online Banking, your new credentials will be valid for the HSBC Canada Mobile Banking app again. You can register online, or contact HSBC to find out how.

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

You may have entered your Digital Security Device password incorrectly which means the app generated an invalid security code. Please check your password and try again. If you're still unable to log on, your security code may have expired. Try generating a new security code.

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

Keeping your banking information safe and secure is of vital importance to us. Learn how to protect yourself online by visiting our Security Centre.

Why can’t I download the app from BlackBerry World or access my Canadian accounts in the HSBC Canada Mobile Banking app?

Due to the changing mobile app landscape, we no longer support BlackBerry 10. To continue using HSBC Canada Mobile Banking, download the latest app from the App Store or Google Play with a compatible device.

New Mobile Banking

I'm being prompted to transfer my settings to the new app. Is this a real HSBC app?

Yes. This process transfers your settings to the new HSBC Canada Mobile Banking app.

Why can't I just update the existing app? Why do I need to download a separate app?

The new HSBC Canada Mobile Banking app was designed and built from the ground up. It is faster and allows for new features to be added more frequently.

How do I download the new HSBC Canada Mobile Banking app?

Search for HSBC Canada in the App Store or Google Play with your compatible smart phone or tablet.

What are the minimum requirements for the new app?

  • iOS 10.3.3 and later
  • Android 5.0 and later

Will I need to set up my Digital Security Device all over again?

No. Once you log on to the new HSBC Canada Mobile Banking app on the same device, it will prompt you to transfer your Digital Security Device.

Can I keep my old HSBC Mobile Banking app?

Yes. If you access HSBC accounts from other countries, you will need to continue logging on through the existing HSBC Mobile Banking app until you are prompted otherwise.

How can I access HSBC accounts from other countries?

To access HSBC accounts from other countries, go to the App Store or Google Play to find the app for the country where you bank.

How do I find an HSBC branch or ATM?

Use the branch locator on hsbc.ca.

Move money

Who can I make payments/transfers to?

You can:

  • transfer funds between your domestic HSBC Bank Canada accounts
  • send money to other people's HSBC Bank Canada accounts
  • transfer money to other people using INTERAC e-Transfer
  • pay bills that you have already set up in Online Banking

Mobile Cheque Deposit

What is Mobile Cheque Deposit? Is it a free service?

Mobile Cheque Deposit is a free service which allows you to take a picture of the front and back of your cheque with the HSBC Canada Mobile Banking app and your device's camera, and deposit the cheque into one of your eligible HSBC deposit accounts (CAD non-registered chequing or savings accounts).

HSBC does not charge to use HSBC Mobile Cheque Deposit. However, data rate charges may apply from your wireless carrier/provider.

Refer to our Hold Funds Policy for more details.

How do I deposit a cheque?

  1. From the home screen, select Move Money and then Deposit cheque
  2. Select the account you wish to deposit to
  3. Enter the amount of the cheque
  4. Take a photo of the front of cheque
  5. Take a photo of the back of cheque
  6. Add a note (optional)
  7. Select Continue
  8. Verify and confirm the deposit

What types of cheque can I deposit?

Your cheque must meet all of the following criteria:

  • Payable to the account holder(s), with a signature
  • Deposited within 6 months of the cheque issue date
  • Issued from a Canadian financial institution
  • Payable in Canadian currency

Refer to the Hold Funds Policy for more details.

Into what type of account can I make a deposit?

You must have a CAD currency, non-registered chequing or savings account in good standing.

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

After you have deposited the cheque, write the date and "Deposited" on the front, and destroy the cheque after 30 days.

How soon will my deposited cheque be available?

A minimum of $100 per deposit will be available immediately. Remaining funds may be held for up to 4 business days, starting the day after deposit*.

Deposits received after 6:00 PM Pacific Time will have a deposit date of the next business day. Saturday, Sunday and statutory holidays are not considered business days.

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

A cheque deposited by Mobile Cheque Deposit cannot exceed $25,000 (CAD). This limit may change from time to time without prior notice. If you want to deposit a $25,000 or higher value cheque, please visit one of our branches. There is no limit to the number of cheques which can be deposited.

How do I get the best image of the cheque?

When taking a photo of the cheque, follow the guidelines below:

  • Place the cheque on a dark, or contrasting background, which is unreflective; if it is too dark, enable the flash on your phone.
  • Place the cheque flat on a surface.
  • Ensure all four corners of the cheque are visible inside the red box.
  • For some devices, tapping on the screen will help you focus the image of your cheque.

 

 

* Exceptions apply. Refer to the Hold Funds Policy for more details.

iOS is a trademark or registered trademark of Cisco in the U.S. and other countries and is used under license.

℠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.

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 and Android. Other models may be supported in the future. You can also use other tablet devices and web-enabled phones to access Personal Internet Banking.