Frequently Asked Questions

Personal Internet Banking
Frequently Asked Questions

Questions

About Personal Internet Banking

What is Personal Internet Banking?

Personal Internet Banking is one of the fastest, most convenient ways to access your HSBC Bank USA, N.A. accounts, view balances, transfer funds and pay your bills online. Using your unique log on credentials (Username and Password) you can perform banking transactions online, whenever and wherever you want, from a secure PC with Internet access. It's safe, convenient, it's free, and it's also backed by our $0 Liability, Online Guarantee.

What banking transactions can I perform with Personal Internet Banking?

Personal Internet Banking allows you to make transactions online and manage your accounts, balances, bill payments and deposits:

View balances and transactions on your deposits, loans, credit card, and mortgage accounts
Pay bills to virtually anyone in the United States with complimentary online Bill Pay service
Review the last 24 months of transactions for Personal Internet Banking.
View your eligible Checking, Savings, Select Credit and Credit Card account statements for the last 7 years through eStatements
Online Check Images - Personal Internet Banking customers with a checking account who are enrolled in the RecordCheck®service can view and print their posted checks images right online.
Transfer funds between your HSBC accounts (this is an ideal way to pay your HSBC accounts quickly).
With the Bank to Bank Transfers service, you can move money between your HSBC accounts and other financial institutions, credit unions and brokerage accounts.
Initiate wire transfer requests to another person, business or financial institution in the U.S. or internationally through Personal Internet Banking.
View information about your mortgage account including escrow and payment history
Obtain quotes for several insurance products
View your investment and brokerage balances
Request a credit card line increase
Apply for HSBC select accounts and services
Order new checks
Request copies of statements
Request a Stop Payment for an HSBC check
Access to Credit Card Rewards Program website to view and redeem Credit Card Rewards Points
Email our Customer Relationship Center anytime for information on products and services
Online Password Reset - Customers who forget their Internet Banking Password can select a new Password to gain immediate access to Personal Internet Banking. No more waiting for a confirmation in the mail.

All this is backed by our $0 Liability, Online Guarantee against unauthorized access. Bank online with confidence – we've got you covered.

What do I need to start using Personal Internet Banking from HSBC?

There is no software required to access HSBC's Personal Internet Banking service. All you need is a computer and Internet connection.

The following operating systems and web browser versions are recommended for use with Personal Internet Banking. The service is accessible to Apple® OS X® and Microsoft® Windows® operating system users. A 1024 x 800 screen resolution is optimal, but you should be able to view content at other screen sizes.

	Microsoft® Windows®	Apple® OS X®	If needed, update browser by clicking the below links
Internet Explorer® Version 11.x and above			Microsoft® Internet Explorer™
Firefox® Version 51.x and above			Mozilla Firefox
Safari® Version 8.x and above			Apple® Safari™
ChromeTM Version 56.x and above			Google® Chrome™

Some browsers may offer automatic software updates - they scan your computer, determine if you're running an outdated version and then give you the option to install an upgrade.

Important: The information provided above is for information purposes only. Neither HSBC Bank USA, N.A nor any of its affiliates endorses or recommends any products or services offered or information contained at the websites listed above, nor may they be liable for any failure of products or services offered or advertised at those sites.

This information was last updated May 2017.

Safety and Personal Internet Banking

How safe is Personal Internet Banking?

HSBC takes every precaution to keep your online experience safe. In a continued effort to safeguard Personal Internet Banking transactions, HSBC requires full 128-bit encryption for Personal Internet Banking use. Encryption is a process that transforms sensitive information into a string of unrecognizable characters before they are sent over the Internet and helps keep your information private between the bank's computer system and your Internet browser.

In addition to encryption, your unique Username and Password will authenticate your access each time you use the service. And, all Personal Internet Banking customers are covered by HSBC's $0 Liability, Online Guarantee to help keep your online experience safe. Learn more through HSBC's Security & Fraud Center.

How do I sign up for Personal Internet Banking?

There are two ways to register for Personal Internet Banking:

1. Click 'Sign Up' from the Personal Internet Banking page, or

2. Download the HSBC Mobile Banking App¹ and select 'Log On' and then 'Not Registered?'

For Immediate Access

To gain immediate access to Personal Internet Banking, register with your Social Security (or Tax ID) number, an existing HSBC ATM, credit or debit card number and associated PIN. This allows us to verify your identity in a secure manner.

Confirmation by Mail (Not available on Mobile Banking)
If you don't have an HSBC credit card, ATM or Debit Mastercard®, you can still register for Personal Internet Banking using another HSBC account such as a mortgage, home equity, savings, checking or loan account for authentication. You will be sent a Temporary Username by email and a Temporary Password by postal mail or SMS text message. After you receive both, you will be able to log on to Personal Internet Banking. You will be asked to create a new Username and Password the first time you log on to the service.

Is it safe to enter my PIN online as part of registration?

Thanks to encryption, sending and receiving information through Personal Internet Banking is more reliable than ever. Encryption helps keep information private (such as your PIN or the transactions you perform) between the bank's computer and your Internet browser. Learn more about how HSBC keeps your online information safe through HSBC's Security & Fraud Center.

How can I learn more about Personal Internet Banking?

There are several sources for assistance. You can:

Review the questions and answers supplied in this Frequently Asked Questions (FAQs) section
You can also send a secure BankMail through Personal Internet Banking or call our Customer Relationship Center at 800.975.4722. We are here Monday - Sunday 7:00am - 12:00am ET. and will be happy to answer any questions you have about accessing, using and navigating through Personal Internet Banking.

Using Personal Internet Banking

What if I forget my Personal Internet Banking Password?

If you forget your Personal Internet Banking Password, you can create a new one right online. In the "Enter your Password" section, click the link stating "Forgotten Password?"

In order for us to verify your identity so that you can create a new Password, you will need to provide the answer to one of your Security Questions along with entering a Security Code. Your answers would be to Security Questions that you created when you first registered for Personal Internet Banking.

What if I forget my Personal Internet Banking Username?

If you forget your Username, click the "Forgot your Username?" link in the Personal Internet Banking log on screen. There you will be prompted to provide your social security number, HSBC Credit, Debit, or ATM Card number, and the Card's PIN number. If you don't have this information, you can also contact us via telephone at the Customer Relationship Center.

Why do I need to accept "cookies" to access my financial information online?

A cookie is a text file that resides on your computer. As part of the security of your data, cookies remind HSBC of your particular browser preferences and security requirements. If your browser prompts you when a cookie is "served," you must accept it or the access to confidential information will be denied. Since cookies are site specific, only HSBC can access, decode and make use of the information.

Why can I still see some of my account information even after I have exited Personal Internet Banking?

Browser software often saves or "caches" pages in your computer's temporary memory. This means that even after you have logged off Personal Internet Banking, you may be able to view a version of a previously viewed page by clicking your Back button. If you use Personal Internet Banking and are uncomfortable leaving these pages in temporary memory, you should always choose the "Exit" button to log off your Personal Internet Banking session, then close your browser before leaving. Please note that caching in no way affects the security of your confidential Username or Password.

Changing My Settings

Can I change my Username and Password?

Yes, from your account dashboard, select My HSBC go to “Security” and select “Edit Profile”, then select “Change Password” or “Change Username”.

When changing your Username and Password, be sure that you create something that no one could guess. You should memorize your Username and Password and never write them down. These important steps will prevent unauthorized individuals from accessing your financial information.

Can I nickname my accounts?

Yes, you can give nicknames to your accounts for easier tracking and monitoring. From your account dashboard, select “My HSBC”, go to “Account dashboard” and select “Rename accounts”. Nicknames do not affect your accounts, balances or how they are paid through online Bill pay or transfers.

How do I know I am visiting a secured internet site?

Personal Internet Banking is accessed through a "secured" Internet site to help keep your online financial information private and secure. You will know you are at a secured site when you see the https:// in the address field on your browser and the padlock symbol at the bottom of your screen.

Can I update information online?

Yes, you can change your contact information such as your address and phone number by going under your name on top right corner. Click on your name and select “My contact information”. To change your information click on “Edit Details” update your information, and submit the changes.

You can also contact the Customer Relationship Center at 800.975.4722.

How do I go paperless?

If you are registered for Personal Internet Banking, you can view, download or print your eligible bank statements online by enrolling in our eStatements service. Once registered for eStatements, you will also be able to view and print eligible Form 1099-INT, available after January 1 of each year.

I need an eStatement from over one year ago. What do I do?

For deposit account, credit card or select credit, customers can access electronic statements for up to 7 years via Personal Internet Banking. If you have trouble accessing the statements or if you need to access statements to other accounts, contact HSBC through our BankMail function within Personal Internet Banking and let us know what you need. You can also contact HSBC by phone at our Customer Relationship Center. Please note: Online account statements are no longer available once an account is closed. Sold accounts are also considered closed. We recommend that you download the available eStatements prior to the closure of your account.

Informational Security

What should I do if I become a victim of online theft or fraud?

As soon as you learn of the theft or unauthorized transaction on your accounts, contact our Customer Relationship Center immediately at 800.975.4722.

What practices can I adopt to help keep my online information safe?

At HSBC, the security of your information is paramount. Our systems and security procedures are designed to keep your personal and financial data confidential at all times. You also have a significant role to play and should adopt the practices outlined in HSBC's Security & Fraud Center to help keep your personal and financial information protected from unauthorized use. Please visit our HSBC Security & Fraud Center to learn more.

1 Data rate charges from your service provider may apply. HSBC Bank USA, N.A. is not responsible for these charges.

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