Online banking - Our key features and how to use them
Mobile banking - Our key features and how to use them
Activation and Log On
The new HSBC UAE app offers you the ease of banking securely at your fingertips.
Launch your HSBC Mobile Banking app and follow the instructions on your screen.
Step 1:
Type in your username and select 'Continue'
Step 2:
Click on 'Verify it's you'
Step 3:
Enter your password and proceed to the next step by clicking on 'Continue'
Step 4:
Click on 'Send activation code' to receive a text message of your One Time Activation Code on the registered mobile number.
Step 5:
Enter your One Time Activation Code on the screen once received.
Step 6:
Create a new 6-digit PIN which you can use to log in.
Step 7:
Finally, enter your chosen PIN to activate your new mobile banking journey.
You're ready to start Mobile Banking.
Step 8:
You can also access and secure your account with biometrics. Select 'Enable Touch ID' to complete your fingerprint authentication with iOS Touch ID or AndroidTM Fingerprints.
Step 9:
Simply touch the Home button and you're ready to go.
Step 10:
Additionally, you can also access and secure your account by enabling Face ID on your iOS mobile phones.
Step 11:
Click 'Enable Face ID' to finish the set up.
Step 12:
You have successfully activated your new HSBC Mobile Banking app.
Local/Global View and Account Transactions
You can view and manage all your local and global HSBC accounts on a single screen.
Step 1:
Log in to see all your accounts held in different countries/regions and their balances, all at once.
Step 2:
View transaction history for selected account.
Step 3:
Switch to 'Details' to see other account information.
Making a Transfer
A simple and convenient way to transfer money anywhere and anytime, with a few clicks.
Step 1:
Launch your HSBC app and tap on 'Pay and transfer' at the bottom of the screen.
Step 2:
Select ‘Between your accounts’ or ‘To a payee’.
Step 3:
Select the accounts you want to transfer the funds from and to. Fill in all the required details.
Step 4:
'Confirm' the transaction details and you're done.
Step 5:
Once completed, view details of your transaction.
Bill Payment
Quick and easy way to pay bills online without having to wait in a queue.
Step 1:
Launch your HSBC app and tap on ‘Pay and transfer' at the bottom of the screen.
Step 2:
Select ‘Bill payment’
Step 3:
Select the account from where you want to pay the bill. Choose a payee from the saved list.
Step 4:
Enter the amount and other details on the screen. You can even choose to pay now or select a future date.
Step 5:
Select 'Confirm' and it's done.
Step 6:
Once completed, view details of your transaction.
Manage Security and Devices
Change log on preferences and manage devices on which you want to allow access to the mobile app.
Step 1:
Launch your HSBC app and tap on ‘Profile' at the bottom of the screen. Then, tap on ‘Manage Security’.
Step 2:
You can enable/disable Fingerprint authentication or Face ID depending upon your device. You can also change the access PIN by clicking on ‘Change PIN’.
Step 3:
Create your new PIN.
Step 4:
Re-enter your new PIN to confirm.
Step 5:
Launch your HSBC app and tap on ‘Profile' at the bottom of the screen. Then, tap on ‘Manage Devices’.
Step 6:
You will be able to see all devices on which you have activated your Mobile Banking. Select the device which you would like to remove.
Step 7:
Confirm removal of device. Once you remove a device, you won’t be able to use it to log on to Mobile Banking.
Mobile banking - Frequently Asked Questions
Accessing the HSBC UAE App
How can I get the HSBC UAE Mobile app?
If you’re registered for online banking, simply download the app from the Apple or Android app stores. Then follow the on-screen instructions to set up your security information.
Do I need to register for the HSBC UAE Mobile app?
Yes, you need to be registered for online banking first. If you haven't already, you can find out how to do so here.
What operating system do I need for the Mobile app?
You’ll need either iOS 10 for Apple devices or Android 5.0 or later. You can check the compatibility of your device on the app stores. The app won’t work on Blackberry or Amazon Fire.
How can I activate the HSBC UAE Mobile app?
You can activate it by authenticating yourself using your:
- Username, Password and One-time Password SMS
- Username and Secure Key
How can I log on to the HSBC UAE Mobile app?
After activation, you need to create a 6-digit PIN for accessing the app. You can also use fingerprint or facial recognition, depending on your mobile device.
How can I recover my Username?
To get a reminder, please call us on 800 4525 (within UAE) or +9714 227 4310 (outside UAE)
How can I reset my Password?
If you’ve forgotten your password because you haven't used it for a while, it's easy to reset it. Just log on to online banking, select ‘Forgotten your password’ and follow the on-screen instructions.
Afterwards, activate your new password by calling us on 800 4525 (within UAE) or +9714 227 4310 (outside UAE).
How can I replace my Secure Key?
To deactivate your Secure Key and order a new one if it’s lost or stolen, call us on 800 4525. If you’re outside the UAE, call +9714 227 4310.
Why haven’t I received my ‘one-time password' SMS?
The mobile number on your records could be wrong or out of date. To update it, log on to online banking and select ‘Update Personal Information’ under ‘Services’. You can also call the phone number on your HSBC card.
How can I unlock my HSBC UAE Mobile app?
It’s easy to reset your credentials if you’re locked out of the app. Just call the phone number on your HSBC card.
Can I use the HSBC UAE Mobile App on different devices?
Yes, you can download and activate the HSBC UAE Mobile App on up to five devices. You can also manage them using the app by selecting ‘Profile’ then ‘Manage Devices’.
Can I have a different security PIN for each of my devices?
Yes. You can use different security PINs for different devices.
Which HSBC banking services are available on the app?
- view your local and global account balances and details
- view your loans and investment accounts
- view your last 6 months of accounts, 12 months of credit card and loans transactions
- transfer money between your local HSBC accounts
- transfer money to saved payees for HSBC accounts and UAE other bank accounts
- pay existing billers
- manage log on preferences like view or delete devices, change PIN and enable/disable face or fingerprint recognition
Some features are only available in online banking. These include International Transfers, Global Transfers, changing personal details and opening new accounts.
Using mobile banking
Can I still use regular online banking via my mobile phone?
Yes. To log on to HSBC online banking, type www.hsbc.ae into the address bar and you will automatically be directed to a mobile version of our site. From this page, you can select the option to access the HSBC website to log on and access the full suite of HSBC online banking features.
Do I need an HSBC account to use mobile banking?
To use HSBC's Mobile Banking, you must have an HSBC account and be registered for online banking.
Can I schedule a transfer for a later or recurring date using mobile banking?
Transfers and bill payments are 'pay now' only. To schedule a transfer or bill payment, you need to access online banking through www.hsbc.ae.
Can I pay bills using HSBC mobile banking?
You can pay billers that have already been set up on online banking through www.hsbc.ae. You cannot set up new billers via the mobile banking.
Can I change or delete a scheduled payment I have set up using mobile banking?
To modify a transfer or bill payment, you need to access online banking through www.hsbc.ae.
General mobile banking queries
How much does mobile banking cost?
There are no additional charges for using HSBC mobile banking. You may incur internet data charges from your mobile service provider or internet service provider if you are connected via wireless internet. To confirm these charges, please contact your internet/mobile service provider.
Which HSBC banking services are available using mobile banking?
- View your local and global account balances and details
- View your last 4 months of accounts and 12 months of credit card transactions
- Transfer money between your local HSBC accounts
- Transfer money to saved payees for HSBC accounts and UAE other bank accounts
- Pay existing billers
- Manage log on preferences
There are certain functionalities (eg Telegraphic Transfers, Global Transfers, change of personal details or opening new accounts) that are not available through the mobile app and these can only be done through your online banking via mobile device or computer. If you would like to browse the products and services offerings, please visit our full site at www.hsbc.ae.
Technical information
What happens to my session if my phone locks from inactivity?
For security reasons, the mobile banking session will become inactive after 10 minutes of being idle.
Can I exit HSBC mobile banking by closing the app or switching off the mobile phone?
Closing the app or switching off the mobile phone may not close the mobile banking session properly. We strongly recommend you click 'Logout' under “Profile” tab to properly close the session.
What happens if I answer a phone call or text message while using mobile banking?
If a device supports multitasking (running multiple applications at one time), the banking session may stay logged on. On some devices, however, mobile banking may time out. If you were in the middle of a transaction, please verify if your transaction was completed through the transaction history.
Why can't I connect to the internet on my mobile phone?
If you are unable to access the internet through your mobile phone, you should contact your mobile phone provider or the manufacturer's technical support.
It's taking a long time to load when I access the logon/confirmation screen etc. Is there a problem with your service?
The service has been tested and the app is built for quick loading. Please make sure the internet connection (through Wi-Fi or 3G) is available. If not available, please close the app and start again when the internet connection is available.
Pending credit card transactions
What is a pending transaction and where can I see it?
You can now see your pending credit card transactions in real time, so you’re always right up to date and your available credit limit is as you would expect. Pending means the transaction has begun but it is still processing. You will see pending transactions under card transactions within your HSBC UAE app and they will be shown with a pending label.
What information is shown for a pending transaction?
For a pending transaction, you will see the merchant name / description, transaction date and the original currency in which the transaction was made. Once the transaction is settled, the pending label will no longer show.
Primary card holders can view the pending transactions for both primary and supplementary cards.
What will I see if my transaction is made in a foreign currency, not AED?
The pending transaction will show in the original currency that the transaction was made in.
After settlement, foreign currency transactions will show in the local currency equivalent (AED). This will include any fees and charges that apply according to the Schedule of Services and Tariffs, which is available at www.hsbc.ae/help/download-centre/#schedule.
For example, if you make a purchase for 100.00 USD, it will show in your pending card transactions as 100.00 USD. After settlement, the transaction amount is shown in the equivalent AED amount. Any fees and charges that apply are included in the transaction amount shown.
Please note, in line with the applicable Schedule of Services and Tariffs, foreign currency transactions that are not in your billing currency will be converted into your billing currency by the card scheme (Visa or MasterCard) or HSBC using their applicable exchange rates on the day conversion is made. This may involve a conversion to US dollars first.
If you opt to pay in your billing currency (AED) and not the foreign currency applicable in the country, the merchant and their financial institutions’ applicable exchange rate applies. In addition, a processing fee set by Visa / MasterCard of up to 1.21% (inclusive of VAT) may also apply on foreign currency transactions where the currency used is non-AED. This also applies to international transactions where you opt to pay in your billing currency (AED).
For further information, please refer to the Credit Card Agreement Terms at www.hsbc.ae/terms.
Can both a debit and a credit transaction appear as pending?
Yes. All purchase transactions, along with any refund or reversal transactions will show as a debit or credit respectively and will have the label pending. Credit transactions appear in green.
What should I do if I have a pending transaction I don't recognise?
This could be a recurring transaction on your card. For example, the payment of a bill, standing instruction, or a transaction made by a supplementary cardholder. If you still don't recognise the pending transaction, please call us on the number shown on the back of your card so that we can help you.
Block and unblock your card
I have misplaced my credit card, how can I temporarily block it?
If you can’t find your credit card but don’t think it’s been permanently lost or stolen, you can use the HSBC UAE mobile banking app to temporarily block your card.
Blocking your primary credit card doesn’t block your supplementary card(s).
To put a temporarily block on a credit card:
- Log on to your HSBC UAE app.
- From the ‘Accounts’ screen, select the credit card you want to temporarily block.
- Select ‘Manage cards’.
- On the ‘Manage cards’ screen, select the card you are temporarily blocking.
- Slide the toggle button next to ‘Temporarily block this card’.
- The ‘Important Information’ screen with useful information will appear – please read this carefully, then select ‘OK’.
I have misplaced my debit card, how can I temporarily block it?
If you can’t find your debit card but don’t think it’s been permanently lost or stolen, you can use the HSBC UAE mobile banking app to temporarily block your card..
Blocking your primary debit card doesn’t block your supplementary card(s).
To put a temporarily block on your debit card:
- Log on to your HSBC UAE app.
- From the ‘Accounts’ screen, select the account linked to the card you want to temporarily block.
- Select ‘Manage cards’.
- On the ‘Manage cards’ screen, select the card you are temporarily blocking.
- Slide the toggle button next to the ‘Temporarily block this card’ option.
- The ‘Important Information’ screen with useful information will appear – please read this carefully, then select ‘OK’.
What happens when I temporarily block my credit card?
When your credit card is temporarily blocked, your point of sale, contactless, device wallet, online and ATM transactions won’t go through.
Some transactions will go through while your card is blocked:
- credit transactions made into your card, like refunds and reversals
- payments made into your credit card
- fees applicable under our Schedule of Services and Tariffs, for example an annual subscription fee or interest and finance charges
- if there is an outstanding amount on your credit card, you’ll still be able to make the minimum payment by the due date, as you normally would
To permanently block your card if it has been lost or stolen, please call us or visit your nearest branch. Find out more at www.hsbc.ae/help/contact/
What happens when I temporarily block my debit card?
When your debit card is temporarily blocked, your point of sale, contactless, device wallet, online and ATM transactions won’t go through.
The block is only applied to your debit card - any transactions to the bank account linked to your debit card will continue to be processed as normal.
To permanently block your card if it has been lost or stolen, please call us or visit your nearest branch. Find out more at www.hsbc.ae/help/contact/
I have found my credit card, how do I unblock my card?
To unblock your credit card:
- Log on to your HSBC UAE app.
- From the ‘Accounts’ screen, select the card you want to unblock.
- Select ‘Manage cards’.
- On the ‘Manage cards’ screen, select the card you are unblocking.
- Slide the toggle button next to ‘Temporarily block this card’.
I have found my debit card, how do I unblock my card?
To unblock your debit card:
- Log on to your HSBC UAE app.
- From the ‘Accounts’ screen, select the account linked to the card you want to unblock.
- Select ‘Manage cards’.
- On the ‘Manage cards’ screen, select the card you are unblocking.
- Slide the toggle button next to ‘Temporarily block this card’.
My card has been lost or stolen, what do I do?
To report your card lost or stolen, please call us. To find out how to contact us, please visit: www.hsbc.ae/help/contact/
Set monthly spending limits
What is the monthly spend limit feature in the HSBC UAE mobile banking app?
Monthly spend limit is designed to help you stay in control of your spending. You can easily set it up within the HSBC UAE mobile banking app for your primary or your supplementary card(s) and limit how much you spend on your credit and debit card(s) each month.
How do I set a spend limit on my credit card?
To set a spend limit on your credit card:
- Log on to your HSBC UAE app.
- From the ‘Accounts’ screen select the card you want to set the spend limit on.
- Select ‘Manage cards’.
- Select the card you’re setting the spend limit on.
- Enter the desired amount and select ‘Set limit’.
You can change your monthly spend limit through the HSBC UAE app at any time.
How do I set a spend limit on my debit card?
To set a limit on your debit card:
- Log on to your HSBC UAE app.
- From the ‘Accounts’ screen select the account linked to the card you want to set the spend limit on.
- Select ‘Manage cards’.
- Select the card you’re setting the spend limit on.
- Enter the desired spend limit and select ‘Set limit’.
Remember you can easily change your monthly spend limit through the HSBC UAE app at any time.
How is the monthly spend limit calculated and when does it take effect for debit and credit cards?
The spend limit is calculated on a calendar month basis. When you set the limit, it will include any previous spends made during that calendar month. For example, if a limit of AED 1000 is set on the 10th of the month and AED 400 has already been spent since the 1st, then only AED 600 will be available to spend for the remainder of that month.
If you haven’t used any of the ‘Card control’ options under ‘Manage cards’ before, spend limit calculations will apply from the date you set the spend limit for the first month, and on a calendar monthly basis after that.
When can I change my monthly spend limit for debit and credit cards?
You can set and change your monthly spend limit any time.
If I set the monthly spend limit on my credit card, will the same apply to my supplementary card(s) as well?
You can choose which cards to set a spend limit on. If for example you set a spend limit on your primary card, your supplementary card(s) won’t be affected, if you haven’t set a spend limit on them.
Can I exceed the spend limit on my credit card?
No. Transactions will be declined when you exceed your monthly spend limit. If you wish to change the monthly spend limit you have set, you can do this at any time through the HSBC UAE app.
Your monthly spend limit can never be higher than your credit card limit.
Can I exceed the spend limit on my debit card?
No. Transactions will be declined when you exceed your monthly spend limit. If you wish to change the monthly spend limit you have set, you can do this at any time through the HSBC UAE app.
For debit cards, daily limits apply on your ATM withdrawals and retail purchases (transactions at point of sale, contactless, wallet and online payments). These will continue to apply as usual when you set a monthly spend limit.
Your spend limit can never be higher than the available balance of the account linked to your debit card.
How do I know how much I have spent on my debit card at any given time in the month?
To see how much you’ve spent:
- Log on to your HSBC UAE app.
- From the ‘Accounts’ screen, select the account linked to the debit card.
- Select ‘Manage cards’.
- Select the card you want to view from the carousel.
- Select ‘Monthly spend limit’ and you’ll see what you’ve spent so far and what is available to spend for the remainder of the month.
How do I know how much I have spent on my credit card at any given time in the month?
To see how much you’ve spent:
- Log on to your HSBC UAE app.
- From the ‘Accounts’ screen, select the relevant credit card.
- Select ‘Manage cards’.
- Select the card you want to view from the carousel.
- Select ‘Monthly spend limit’ and you’ll see what you’ve spent so far and what is available to spend for the remainder of the month.
Which transactions are included in the spend limit calculations?
Transactions included in the spend limit calculations are:
- retail purchases (transactions at point of sale, contactless, wallet and online payments) and ATM withdrawals
- all reversal transactions will be considered and your monthly spend limit will be adjusted accordingly
For more details, refer to the ‘Important Information’ that can be found on the ‘Monthly spend limit’ screen.
Are there any transactions that don’t count towards my monthly spend limit?
Transactions which will not count towards your monthly spend limit:
- recurring transactions (like subscriptions with telecom providers, utility bills etc), standing orders and direct debits
- annual fees, interest and finance charges, etc
Please note some transactions with online merchants, subscriptions with service providers or in app purchases, may contribute to your monthly spend limit and subsequently reduce the available amount for the current month.
Remember you can increase, reduce or turn off the monthly spend limit you have set, at any time in the HSBC UAE app. For more details, refer to the 'Important Information' that can be found on the 'Monthly spend limit' screen.