Frequently asked questions

Accessing your account

I am not a client but I wish to open an HSBC Private Bank account. How do I do this?

Please click on the ‘Contact us’ link to e-mail us directly or contact a specific office.

I have an account with HSBC Private Bank. How do I view it online?

Contact your Relationship Manager who will assist you in registering for HSBC Private Bank online banking.

Logging on for the first time

How do I log on to view my account?

You can either click on the ‘Log on’ button at the top right of this screen or you can contact your Relationship Manager for assistance.

I'm having trouble logging on. Why might this be?

Please note that your user ID and password are case sensitive. Please double-check that all information matches exactly what was originally issued to you. If your problem persists, please contact your Relationship Manager.

I entered my user ID and password correctly, but am still unsuccessful. Why is that?

HSBC Private Bank requires the highest level of encryption for our clients’ security. Please ensure that your browser has 128-bit encryption and is a supported browser.

Technical support

Who can I contact if I have problems with the online banking service?

Your Relationship Manager will be happy to assist you in solving any problems you may have with HSBC Private Bank online banking. If your Relationship Manager is unable to solve your problem on the spot, they have access to a team of experts who will be able to assist further.

Why does the ‘Back’ button function sometimes not work?

In some circumstances you may find that the ‘Back’ function does not operate satisfactorily, due to the fact that this is a secure site. If you receive a warning message stating that the previous screen has expired when using the ‘Back’ function, simply click on ‘Refresh’ and follow the prompts.

How secure is online banking?

Security is our top priority. Your financial information is protected by your user ID and password, our powerful 128-bit encryption code and an automatic ‘time-out’. Your user ID and password must be entered each time you log on to the online banking service. If there’s no activity after a short period of time, your online banking session is terminated to prevent unauthorised access.

Can I exit by closing the browser window?

We strongly suggest that you log off properly, by clicking the ‘Log off’ button. This is because the service is still available if it is not logged off properly.

What if I forget my password?

Contact your Relationship Manager to request a new password.

What is a user ID?

Your user ID is the name you use for identification when accessing our online banking service. Each user ID is unique.

Can I change my user ID and password?

Your user ID cannot be changed once it has been chosen during the online registration process. Your password can be changed under the ‘Preferences’ section online.

What should I do if I suspect there are unauthorised transactions in my account?

Contact your Relationship Manager immediately.

Technical requirements

What do I need to use the online banking service?

All you need is internet connection and an internet browser running on a personal computer or other device, such as a smartphone or tablet. You will also need a PDF reader to view documents that are available to you. Please find supported software versions.

Device type PC running Microsoft Windows Apple Mac computer
Operating systems Windows XP, SP3 or higher
Windows Vista
Windows 7
Mac OSX 10.5
Internet browser Chrome 13.0
Firefox 5.0
Internet Explorer 7 or 8
Safari 5
Safari 5
PDF viewer Adobe Reader 9 or higher Adobe Reader 9 or higher

What is a ‘cookie’, and why should I allow them to function on my browser?

Cookies are small bits of information that are automatically stored on your computer’s web browser and which can be retrieved by this site. They will assist the communication between your computer and the site.

What is JavaScript, and why should I allow it to function on my browser?

JavaScript is a web programming language. It allows many of the interactive and dynamic features of the site to operate correctly.