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Frequently asked questions: Online Banking

My account

How do I check my balance?

Select the the HSBC logo (top left) to see you list of accounts. Select the relevant account, and you’ll see the balance  (top right).

 

How do I get back to the ‘My accounts’ page to see my list of accounts?

Select the HSBC logo (top left). You can select the logo to get back to your list of accounts from anywhere in Online Banking.

Or, you can select ‘Banking’ at the top and then ’My accounts’.

 

I don't recognize a transaction in my account. What should I do?

If you have a joint account or an authorised user on your account, please check with the joint account holder or the authorised user if the transaction has been made by them.

If you still don't recognize the transaction, select ‘Need help’ for the transaction in question to report the issue.

You can also contact us.

 

My card is lost/stolen. How do I let you know?

Please contact us immediately.

 

My security device is lost/stolen. What should I do?

Please contact us immediately.

 

I have lost/forgotten my HSBC Mastercard PIN. How do I get a new one?

You can order a new PIN through Online Banking:

  • Log on using your security device.
  • Select your Mastercard account.
  • Select ‘Manage’> ‘Card Services’> ‘Request a new Mastercard PIN’.

A new PIN will be mailed to you.

 

How can I get electronic notifications?

  • At the top, select your name.
  • From the menu, select ‘Communication preferences’.
  • See ‘Getting your electronic notifications’, and select either ‘Message Centre’, ‘Email’ or ‘Text message’.
  • Read and accept the terms and conditions, and save your preferences.

 

How far back can I see my transactions?

You can see transactions going back 180 days. To list them, select the relevant account. You’ll see the five latest transactions. To see older transactions, select ‘View more’. For a customized list of transactions, use the ‘Search’ tool.

To see past statements you can download and save, select ‘Manage’ > ‘Documents’ > ‘Statements’.

 

How do I change how I get my statements?

  • At the top of the page, select your name.
  • From the menu, select ‘Communication preferences’.
  • See ‘Statements and Important Notices’
  • Select ‘Online’ or ‘Paper’.
  • Read and accept the terms and conditions, and save your preferences.

 

How can I get a paper copy of my statement?

Go to the top menu and select ‘Banking’ > ‘Documents’ > ‘Statements’ > ‘View/download statements’.

Select ‘Account’ to see the list of your bank and credit card accounts. You can download printable PDF copies of your statements from the past year.

For older statements, scroll down to ‘Request a printed copy of a statement’. Refer to Personal Service Charges / Statement of Disclosure for any fees that may apply.  You can also call us at 1-877-621-8811, or send us a message via Online Banking: select the envelope icon (top of the page) and ‘Send us a message’.

As of July 2016, your bank statement archive in Online Banking will grow month over month from the past 18 months until the 7 year mark has been reached in 2021. By the end of 2016, you will be able to retrieve up to 24 months of bank statements and 36 months by the end of 2017. Mastercard statements will only be available for the previous 12 months (which includes transactions transferred from a previous HSBC Mastercard).

 

How do I send you a message?

At the top of the page, select the envelope icon and then ‘Send us a message’.

Pay a bill

How do I pay a bill?

You can pay a bill to an existing payee one of two ways:

1) Pay or transfer

  • From the relevant account, select ‘Pay or transfer’
  • In the ‘To’ section, select ‘My payees’, start entering the company’s name and then choose from your list.
  • Enter the details, then verify and confirm the transaction.

2) My payees

  • Select ‘Banking’ > ‘Move money’ > ‘My payees’
  • From your list of payees, select the relevant one.
  • Enter the details, then verify and confrim the transaction.

 

If this is the first time you’re paying this billing company, you’ll need to add the new payee to your ‘My payees’ list.

 

How do I pay my HSBC Mastercard®?

Pay your HSBC Mastercard using your chequing or savings account (Canadian currency only):

  • Select the HSBC logo (top left) to see your list of accounts.
  • Select ‘Pay or transfer’.
  • Select the account you are paying from.
  • In the ‘To’ section, select ‘My payees’, start entering “HSBC Mastercard”, and then choose from your list of payees.
  • Enter the amount and date, and then ‘Continue’.
  • Verify the details and confirm your payment.

 

If you pay your HSBC Mastercard bill using your HSBC chequing or savings account, you’ll be able to see the payment in the mobile app in 15 minutes as a pending credit card transaction; in Online Banking, the payment will take a few days to appear in your credit card transaction list. However, your payment will be credited to your card balance the same day, for interest purposes.

Transfer money

How do I transfer money between my HSBC Bank Canada accounts?

Use ‘Quick Transfer’ to move money between your eligible Canadian HSBC accounts:

  • Select the HSBC logo (top left) to get to your list of accounts.
  • Scroll down.
  • Select your ‘From’ and ‘To’ accounts, the amount, and select ‘Transfer’.

 

Can I transfer money between all my HSBC accounts?

Transfers can be made to or from certain HSBC accounts, but not all.

When you select ‘Pay or transfer’, the accounts listed under ‘From’ and ‘To’ are the eligible Canadian and international (linked via Global View) HSBC accounts you can transfer between.

 

Can I transfer money to someone who is also an HSBC Bank Canada customer?

Yes, you’ll need to add them as a payee to your ‘My payee’ list. See the guide on adding a new payee.

 

What options do I have for transferring money to someone who is a non-HSBC Canada customer?

If you’re sending $7,000 CAD or less to someone with a Canadian bank account, you can send a free INTERAC e-Transfer.

If you're sending more than $7,000 CAD to someone in Canada, or an amount to a non-Canadian bank, you can send a wire transfer through Online Banking. See step-by-step guides on Sending a wire transfer to an existing payee and Adding a new wire transfer payee.

Future and recurring payments or transfers

How do I set up a future payment or transfer?

If you’re setting up a future payment to a new person or billing company, you’ll need to add the new payee to your ‘My payee’s list.

To set up a future-dated payment or transfer:

  • Select the HSBC logo (top left) to see your list of accounts.
  • Select ‘Pay or transfer’.
  • Select the account you’ll be paying from.
  • Select ‘My payees’.
  • In the ‘My payees’ field, find and select your payee.
  • Enter the payment amount.
  • For ‘Date’, select either ‘Later’ to make a one-time, future-dated payment, or ‘Recurring’. For a recurring payment, select the frequency and number of payments.
  • Select ‘Continue’, then verify and confirm your future dated payment details.

 

How do I cancel a future or recurring payment?

You can cancel a future payment at any time before it is processed.

To cancel a future payment:

  • Select the HSBC logo (top left) to go to your list of accounts.
  • Select ‘Pay or transfer’ .
  • Select ‘Future payments or transfers’ on the left
  • On the relevant payment, select ‘Show details’, and then ‘Delete payment’.

If a payment has already been made, it cannot be cancelled, and will show in your account’s transactions list.

 

How do I modify or edit a payment?

You can modify a payment any time before it is processed.

To edit a future or recurring payment:

  • Select the HSBC logo (top left) to go to your list of accounts.
  • Select ‘Pay or transfer’.
  • Select ‘Future payments or transfers’.
  • Find the relevant payment, select ‘Show details’ and then ‘Edit these details’.
  • Modify your payment and select ‘Save details’.

If a payment has already been made, it cannot be edited, and will show on your account’s transactions list. 

Send a wire transfer

I need to send money to someone. Should I send an INTERAC e-Transfer or a wire transfer?

If you’re sending S7,000 CAD or less to someone with a Canadian bank account, you can send a free INTERAC e-Transfer.

If you're sending more than $7,000 CAD to someone in Canada, or an amount to a non-Canadian bank, you can send a wire transfer through Online Banking. See the step by step guides on sending wire transfers to existing and new payees.

For fees, refer to Personal Service Charges / Statement of Disclosure.

 

Before I log on to send a wire transfer, what do I need?

Before you send a wire transfer, make sure you have:

  • Available funds – Enough to cover the transfer and any fees charged by HSBC and any of the banks involved in the transfer.
  • Up-to-date contact info  – Check your email and phone number: log on to your account, select your name (top right), and then ‘Update personal details’.
  • A security device – You’ll need one to generate a code during the transaction.
  • Your payee’s details – Their full physical address (no PO boxes), and their bank account number or IBAN.
  • Your payee’s bank details –  The bank’s address, and if needed, any country specific requirements, such as a bank code (e.g. SWIFT, IBAN, etc.) and a ‘Purpose of payment’.

 

How do I send a wire transfer?

If this is the first time you're sending a wire transfer to your payee, you’ll need to add them to your ‘My payees’ list. See the guide on Adding a new wire transfer payee.

If you have sent a wire transfer to your payee before, you can find their name in your list of payees and send the wire transfer right away. See the guide on sending a wire transfer to an existing payee for more details.

We’re also available to help, especially for more complex transactions. Call us at 1-877-621-8811 or visit a branch.

 

If I'm sending a wire transfer to a company, do I select ‘Person’ or ‘Company’?

Select ‘Person’. Only use ‘Company’ for adding a bill payee.

 

Where do I add my payee’s bank code, e.g. SWIFT, Local Clearing Code, Sort Code, etc.?

Add the bank code under ‘Payee bank details’ > ‘Address line 3’. If you need to include additional information, use ‘Payment details’ > ‘Payee’s reference’.

 

How much can I send by wire transfer in Online Banking?

Limits in Canadian dollars:

  • The maximum you can send in wire transfers to all payees every business day is $200,000 CAD.
  • The default maximum you can send to a single payee in a single wire transfer is $50,000 CAD. However, you can call us at 1-877-621-8811 to raise this limit to $150,000 CAD.
  • If you request a higher limit for your wire transfer payee (between $50,000 and $150,000 CAD) and we approve it, you’ll be able to send them wire transfers up to the new limit as often as needed, up to the daily wire transfer maximum (all wires to all payees) of $200,000 CAD.

To send under $50,000 CAD, log onto Online Banking with your security device, add your payee and send the funds right away.

To send between $50,000 and $150,000 CAD, log onto Online Banking with your security device, add your wire transfer payee to your ‘My payees’ list. Next, call us at 1-877-621-8811 to raise the limit for this payee - up to a maximum of $150,000 CAD. Once we've authorized a higher limit for your payee, log on to Online Banking and send your payee a wire transfer up to their new limit.

To send more than $200,000 CAD, you'll have to send more than one wire transfer over more than one business day.

To reduce the number of wire transfers and associated fees, add your payee to your ‘My payees’ list, then call us at 1-877-621-8811 to raise the limit for your payee to $150,000 CAD. Once your payee’s new limit has been approved, you can send more than one wire transfer up to the daily wire transfer maximum (all wires to all payees) of $200,000 CAD. You can set up all the wire transfers at once: send the first wire transfer up to $150,000 CAD before the cut-off time on the current business day, and then set up subsequent wire transfers dated for future business days.

To send the full amount yourself, and not request a higher daily limit for your payee, you can send multiple wire transfers under $50,000 CAD over a number of business days. However, you and your payee may be charged wire transfer fees by all of the banks involved in each wire transfer.

Important!

  • If you're sending a wire transfer in a foreign currency, ensure it is within the Canadian dollar limits listed above.
  • Ensure your wire transfer amount can cover any fees charged by HSBC Bank Canada, and any other banks involved in processing and receiving your wire transfer(s).

 

What are the cut-off times for sending a wire transfer?

Cut-off times for wire transfers depend on currency:
Currency
Cut-off time on a business day
Canadian dollars (CAD) to all countries
4:30 pm ET / 1:30 pm PT
US dollars (USD) to all countries
3:00 pm ET / 12:00 pm PT
All other foreign currencies to all countries
6:00 pm ET / 3:00 pm PT
Cut-off times for wire transfers depend on currency:
Currency
Canadian dollars (CAD) to all countries
Cut-off time on a business day
4:30 pm ET / 1:30 pm PT
Currency
US dollars (USD) to all countries
Cut-off time on a business day
3:00 pm ET / 12:00 pm PT
Currency
All other foreign currencies to all countries
Cut-off time on a business day
6:00 pm ET / 3:00 pm PT

A wire transfer sent after the cut-off time will be processed the next business day.

When you send a wire transfer during business hours, it may take 15 minutes or longer for the transaction to show in your account. When you send a wire transfer after the cut-off time, you’ll see the funds withdrawn the next business day.

 

What currencies can I send?

You can send wire transfers in the following currencies:

AUD – Australian dollar

CAD – Canadian dollar

JPY – Japanese yen

CHF – Swiss franc

CNY – Chinese yuan

DKK – Danish krone

EUR – Euro

 

GBP – Pound sterling

HKD – Hong Kong dollar

INR – Indian rupees

MXN – Mexican peso

NOK – Norwegian krone

NZD – New Zealand dollar

PHP – Philippine peso

SAR – Saudi riyal

SEK – Swedish krone

SGD – Singapore dollar

TBH – Thai baht

TRY – Turkish lira

USD – US dollar

ZAR – South African rand

What do I need to know about sending a wire transfer to China?

A wire transfers to a person in China can only be sent in non-Chinese currencies, e.g. USD, CAD, etc.

A wire transfer in Chinese Yuan (CNY) can only be sent to a commercial entity for commercial purposes and a ‘Reason for transaction’ code is required (sometimes called a “Purpose of Payment”).

When you select ‘CNY’ as the currency, you will be prompted to select from the ‘Reason for transaction’ list:

  • /BUSINESS/GOODS TRADE – for cross-border goods trade
  • /BUSINESS/SERVICE TRADE – for cross-border service trade
  • /BUSINESS/CAPITAL TRF – for cross-border capital transfer
  •  /BUSINESS/CAPITAL ACC TXN – for a current account transaction
  •  /BUSINESS/CHARITY DONATION – for a charitable donation

 

I’m sending a wire transfer to India. What information do I need?

When you send a wire transfer to India, you will be required to provide a “Purpose of payment”. Ask your payee to provide you with this information. If your payee is unsure, ask them to consult their bank. When you set up the wire transfer to your payee, add this information in the ‘Payment details’ section, in the ‘Payee’s reference’ field.

 

I’m sending a wire transfer to a European country. What information do I need?

An IBAN is required for wire transfers to most European banks. The IBAN consists of the bank code, transit number, account number and additional characters of the payee’s bank account, e.g. GB5XBARC2XX73XX52XX80X9. Enter the IBAN in the ‘Account number’ field.

 

I’m sending a wire transfer to Mexico. What information do I need?

An 18-digit CLABE is required. Without a CLABE, your wire transfer may be cancelled by the receiving bank. Enter the CLABE into the Account number field. If a wire transfer to Mexico is routed via an intermediary bank, the payee’s bank account number for the intermediary bank must be provided.

 

How long does it take for my payee to receive my wire transfer?

It can take approximately 2-5 business days for your wire transfer payee to receive the funds. However, there may be delays if additional information is required to process the transaction.

 

What can delay my wire transfer?

In some cases, HSBC Bank Canada, the intermediary bank and/or the receiving bank may require additional information, including the reason for the wire transfer. A wire transfer may be delayed beyond HSBC’s control.

 

What can cause my wire transfer to be rejected?

Wire transfers can be rejected by your payee’s bank due to incomplete information. Common reasons include:

  • incorrect address for the payee
  • for wire transfers to Canadian banks, not providing a transit number
  • for wire transfers to Europe, not providing an IBAN (this is the payee’s bank account number)
  • for wire transfers to non-Canadian banks, not providing a SWIFT code
  •  for wire transfers to Mexico, not providing the 18-digit CLABE (Clave Bancaria Estandarizada) in the ‘Account number’ field

 

How much does it cost to send a wire transfer?

Fees for wire transfers depend on your account type and the amount of the wire transfer. Refer to Personal Service Charges / Statement of Disclosure.

 

What exchange rate will I get for my wire transfer through Online Banking?

For wire transfers under $50,000 CAD or the equivalent, you'll get the rate shown on-screen during the transaction.

For wire transfers between $50,000 and $150,000 CAD or the equivalent, we’ll get your wire transfer request through  Online Banking , but we will process the transaction manually. The exchange rate you see online is indicative only; the exchange rate you get may be different at the time we process your transaction.

 

Who can help me with a wire transfer?

For help, call Customer Service at 1-877-621-8811 or visit your local branch.

Receive a wire transfer

What information do I need to provide to someone who is sending me a US dollar wire transfer to my HSBC Canada account?

To ensure your money arrives quickly, provide the this information to the sender:

  • Correspondent Bank: Citibank

SWIFT Code: CITIUS33

  • Destination Bank: HSBC Bank Canada

SWIFT Code: HKBCCATT

 

Can I receive a wire transfer in USD or other currencies?

As an HSBC Bank Canada customer, you can receive wire transfers in USD and a number of other foreign currencies. Refer to the full list of currencies and routing information.

 

Where can I find information on the intermediate / correspondent banks used by HSBC Bank Canada?

These are the intermediary/correspondent banks we use.

 

Which types of HSBC accounts can I receive money into?

You can receive wire transfer funds directly into your chequing or savings accounts in Canadian dollars, US dollars, Euros, British pounds, Hong Kong dollars or Chinese yuan.

To minimize the impact of exchange rates, you can open a foreign currency savings account to receive your wire transfer: find out more about Foreign Currency Savings Accounts. To open a foreign currency savings account right away, log on to Online Banking, scroll down to the bottom and select ‘Open a savings account now’.

 

How can I find out the status of my incoming wire transfer?

You can ask the sender to inquire with their bank on the status of the transfer.


Will I be pay fees/service charges for my incoming wire transfer?

HSBC charges specific fees for wire transfers – see Personal Service Charges / Statement of Disclosure. Other banks which may be involved in processing the transfer may charge additional fees.

HSBC InvestDirect

How do I access the HSBC InvestDirect site?

Go to www.investdirecttrading.hsbc.ca and log on using your HSBC Online Banking username and password (it’s one and the same).

Another easy way to access the HIDC InvestDirect website is through HSBC Online Banking. Log on to hsbc.ca, select Banking (top left) > ‘My investment accounts’ > ‘HSBC InvestDirect accounts’.  

® Mastercard is a registered trademark of Mastercard International Incorporated. Used pursuant to license.

HSBC InvestDirect is a division of HSBC Securities (Canada) Inc., a wholly owned subsidiary of, but separate entity from, HSBC Bank Canada. HSBC Securities (Canada) Inc. is a Member of the Canadian Investor Protection Fund and the Investment Industry Regulatory Organization of Canada (IIROC). HSBC InvestDirect does not provide investment advice or recommendations regarding any investment decisions or securities transactions.

Investment products do not guarantee profits and contain varying levels of risk and complexity. Investors should understand the nature and risks of each product and carefully consider each investment in the context of their individual risk tolerance and return objectives before investing. 

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