Online banking - Our key features and how to use them
How to log on to Online Banking
Collapse ExpandStart exploring what you can do with HSBC online banking.
Step 1
Select the 'Log on' button at the top of your screen.
Step 2
Enter your username and click 'Continue'.
Step 3
Log on securely by entering your security code and selecting 'Log on'. To get a code, select 'How to generate a security code.
Step 4
Follow the instructions on the screen.
Alternatively, you can log on using your existing password.
Manage all your local and global accounts
Collapse ExpandLocal and Global View is the easy, convenient way to manage all your HSBC accounts from your home page.
Step 1
Log on to view all your HSBC accounts held in different countries and territories in one place.
Step 2
Click on an account to see your details and a list of transactions.
Step 3
Use the quick menu on your home page to directly manage transactions.
Search and download your transactions
Collapse ExpandQuickly review your last 4 months’ transactions on any of your HSBC accounts.
Step 1
Select 'Search and filter' in account transactions to find a payment.
Step 2
Select 'Date range' and/or 'Keyword' then 'Search' to filter your results.
Step 3
Download the transaction for easy access in the future.
Transfer money
Collapse ExpandBank at your convenience, with no waiting in queues or for a branch to open.
Step 1
Select 'Pay or transfer' from Move Money or 'Quick links' on the home page. Then select the account you want to send money from.
Step 2
Choose to make a transfer to one of your saved beneficiaries:
- Your HSBC accounts, Saved payees or Global Transfer
- Your saved utility payees.
Or set up a payment for a new person or company:
- Send money to someone for the first time or add them to your saved payee list
- Pay a utility bill for the first time.
Step 3
Fill in all the details that aren’t marked as ‘Optional’ and select 'Continue'.
Step 4
Review the details and select 'Confirm' to complete your transaction.
Step 5
Note the 'Confirmation number' for future reference, or print the page. |
Pay your bills
Collapse ExpandMake payments to your saved or new utility providers on the go.
Step 1
Select 'Pay or transfer' from Move Money or from 'Quick links' on the home page. Then select the account you want to pay with.
Step 2
Choose to pay your saved payee or a new payee:
- Your saved utility payees
- Pay a utility bill for the first time.
Step 3
Select the payee, if you’re paying a saved payee. You can also choose to make multiple utility payments at once. Click 'Continue' to proceed.
Step 4
Fill in all the details that aren’t marked as ‘Optional’ and select 'Continue'.
Step 5
Review the details and select 'Confirm' to complete your transaction.
Step 6
Note the 'Confirmation number' for future reference, or print the page.
Make international money transfers
Collapse ExpandYou can make transfers to overseas banks in same currency as your debit account.
Step 1
Select 'Pay or transfer' from Move Money or from 'Quick links' on the home page. Then select the account you wish to send money from.
Step 2
Choose to make a transfer to saved beneficiaries or new ones:
- Your HSBC accounts, saved payees or Global Transfers
- Send money to someone for the first time or add them to your saved payee list.
Step 3
Select the same ‘Receive’ currency as debit account currency for currency conversion to happen at the beneficiary end.
Step 4
Fill in the mandatory details that aren’t label as ‘Optional’ and click 'Continue'.
Step 5
Review the details and select 'Confirm' to complete your transaction.
Step 6
Note the 'Confirmation number' for future reference, or print the page.
Responsive design
Collapse ExpandOur advanced responsive design is optimized for desktop as well as mobile devices.
How to activate your Secure Key
Collapse ExpandTo activate your Secure Key, please make sure you have it with you.
Step 1
Enter your online banking username then select ’Continue’
Step 2
| Next, enter your password and log on. |
Step 3
Select ‘Activate now’ to start the activation process.
Step 4
Follow the on-screen instructions, then select 'Activate now'. |
Step 5
Check we have the right mobile number for you. If it’s correct, select ‘Request new activation code’. If it isn’t, call us on 800 4525 (or +971 4 227 4310 outside UAE) to update your number. |
Step 6
We’ll send you an activation code by SMS message. If it doesn't reach you within a few minutes, you can request a new code. |
Step 7
Enter the activation code we’ve sent you. Next, follow the other on-screen instructions then select ‘Activate now’.
Step 8
All done! Your Secure Key is now ready to use.
How to reset your password and security question
Collapse ExpandStep 1
Enter your online banking username then select ’Continue’.
Step 2
Select 'Continue using password'.
(If you're already on the password page, go to Step 3).
Step 3
Select 'Forgotten your password?'.
Step 4
Follow the on-screen instructions to create a new password.
Step 5
Choose a new security question, then select 'Continue'.
Step 6
To activate the log on details you've created, call us on the number shown. You'll need to quote the reference number shown on screen.
How to order a Secure Key
Collapse ExpandHSBC Secure Keys give you a unique passcode every time you log on and make a transfer or payment.
- Ordering your first Secure Key? Follow the steps below.
- Need a replacement Secure Key? Please call us on 800 4525 (or +971 4 227 4310 outside UAE).
Step 1
Enter your online banking username then select ’Continue’.
Step 2
Next, enter your password and select 'Log on'.
Step 3
Select ‘Order Secure Key’ to place an order for your new Secure Key.
Step 4
Read the message, then select 'Order a Secure Key' to confirm your order.
Step 5
All done! Your Secure Key will be sent to your correspondence address within 5-15 days.
How to register for online banking
Collapse ExpandNever used HSBC online banking before? No problem. Here's how to register.
Step 1
Select ‘Register’ at the top of your screen.
Step 2
Verify your identity by entering your Phone Banking Number and 6-digit Phone Banking PIN.
Step 3
Create your login details by following the on-screen instructions. Then select ‘Continue’. |
Step 4
Choose a security question, then select 'Continue'.
Step 5
Read and accept our online banking terms and conditions, then select ‘Continue’.
Step 6
That's it! You can now log on to online banking at any time using the log on details you just created.
You can also use the same log on details to activate the HSBC mobile banking app.
Online banking - Frequently Asked Questions
Registration
Collapse ExpandHow do I register for Online Banking?
Select 'Register for Online Banking' from the website and logon screen. You'll then need to input your Phone Banking Number and Phone Banking PIN so we can verify you. You'll then need to create new security details which you will use to log on to Online Banking and to activate Mobile Banking app.
Where can I find my Phone Banking number?
In your welcome pack, the bank provided you with a 10 digit number, this is your Phone Banking number.
What if I don't know my Phone Banking PIN?
This is a 6 digit PIN that you may have genrated by calling contact centre to access your phone Banking service. If you don't already have your phone Banking PIN, please call us on the number written at the back of your card.
My Phone Banking PIN is locked. What should I do?
In the event your Phone Banking PIN gets locked out, please call us on the number written at the back of your card to reset it.
What characters are allowed in my username?
Your username must be 6-30 characters and can only contain letters, numbers or the following special characters _ (Underscore), ' (Apostrophe), . (Dot), - (Dash).
What characters are allowed in my password?
Your password must include the following:
- 8-30 characters
- Only letters, numbers or these special characters @ (At), _ (Underscore), ' (Apostrophe), . (Dot), - (Dash), ? (Question mark)
- It must contain at least 1 letter and 1 number
- No common patterns or words e.g. password, 12345, qwerty. A1a2a3a4
- Must not match any of your other HSBC log on or security details
What characters are allowed in my security question?
- User name must be 3-30 characters
- It can only contain letters, numbers or these special characters @ (At), _ (Underscore), - (Dash), . (Dot), ? (Question Mark) or space
- No common patterns or words e.g. password, 12345, qwerty. A1a2a3a4
- Must not match any of your other HSBC log on or security details
Can I use Online Banking once I've completed registration?
Yes. Once registration is complete, you can log on to Online Banking with the same credentials that you have created. You can also use them to activate mobile Banking app.
Logon
Collapse ExpandHow can I log on to online banking?
You can log on with your Username and Password to:
- View your account summary, transactions, and messages
- Transfer money between your HSBC UAE accounts, global accounts and saved payees
- Pay bills
If you log on with your Username and Secure Key, you can also:
- Add new beneficiaries
- Send Secure Messages
How can I recover my online banking Username?
If you can't remember your online banking username, please call us on 800 4525 (within UAE) or +9714 227 4310 (outside UAE) and we can provide you with this information.
I've forgotten my password and/or security question. How can I reset these?
Please enter your username on logon page and choose to login with Password on the next screen. Select the 'Forgotten Password' link. Follow the onscreen instructions to reset your password and create a security question. You will then be given a reference number which you'll need to quote to customer support in order for your new credentials to be activated.
What browser and operating system do I need?
HSBC online banking requires the following as a minimum:
- Internet browsers – Firefox 60, Google Chrome 40, Internet Explorer 10 and Safari 8
- Operating systems – Windows 7, 8 and 10, Max OSX 10.9
To safely access the new HSBC online banking, ensure you use the recommended specifications or later.
What is PIB Lite and PIB Full?
PIB Lite refers to the limited functionality available to you when you access online banking without using a Secure Key:
- View your account summary, account transaction history, credit card transaction history, and read messages
- Make transfers between your own HSBC accounts in UAE (including joint accounts and credit card accounts), Global Transfers and to your saved payees
- Pay bills to your saved billers
PIB Full refers to the full functionality available to you when you access online banking with a Secure Key. In addition PIB lite functions, you would be able to:
- Transfer to new beneficiary ie. other HSBC accounts and credit cards in the UAE, and to other banks in the UAE and international payee
- Send Secure Message messages.
Secure Key
Collapse ExpandHow can I request a Secure key?
After first time registration to Online Banking, when you logon, if you have not requested a Secure Key, you will be directed to an Order Secure Key screen. You must select "Order a Secure Key" and follow the on screen instructions. This is a mandatory step to allow online transactions.
I've lost my Secure Key - what should I do?
In the event you've lost your Secure Key, please immediately call us on 800 4525 (within UAE) and +971 4 227 4310 (outside UAE) to block your existing Secure Key and order a new one.
My Secure Key is not working - what should I do?
If your Secure Key is not working, please call us on 800 4525 (within UAE) and +971 4 227 4310 (outside UAE) to order a new Secure Key.
Can I log on without my Secure Key?
Yes, you can log on using your username and password. However, not all services will be available without your Secure Key.
What if my mobile number is incorrect when generating a new activation code?
Please contact Customer Services on 800 4525 (within UAE) and +971 4 227 4310 (outside UAE) so we can update this.
Where can I find the Secure Key serial number?
The Secure Key serial number is found in the bottom left corner, on the back of your Secure Key.
How can I change my Secure Key PIN?
To set up a new Secure Key PIN if you forget your old one, call us on 800 4525. If you’re outside the UAE, call +9714 227 4310.
How long will it take to get my Secure Key?
It takes 5-15 working days to arrive in the UAE, a little longer overseas.
In the meantime, you can log on with your password to use all your basic features. To add new beneficiaries, call us on 8004525 or +9714 227 4310 from outside UAE.
Trusted Browser
Collapse ExpandWhy have I been asked to confirm my browser?
You’ve logged on to online banking with a new browser, or your browser has been updated. This check is to protect your accounts from unauthorised access.
Why am I being asked to verify a browser I’ve used before?
If you’ve updated your operating system or software browser, we may not recognise your computer. You’ll be asked to confirm your browser again for security reasons.
How can I confirm my browser if I’ve changed my mobile?
You can see part of your mobile number on the verification instruction page before we send the SMS activation code.
To update your number, please log on to online banking with your Secure Key and select ‘Update Personal Information’ under services in the main menu. You can also call us on 800 4525 or visit us in branch. If you’re outside the UAE, call +9714 227 4310.
You’ll be sent your activation codes once your mobile number change request is complete.
How can I verify my browser if I can’t get the activation code?
You can ask us to resend the SMS activation code, or use your Security Device.
Can I log on with a new browser when abroad?
Please contact your mobile network service provider to see if you can receive SMS when roaming.
You can also take your Security Device to verify your browser.
Should I allow the browser to be used in future?
When you confirm your browser, there’s an option to trust the browser for future use.
If you’re using a private computer, choose ‘Yes’. You won’t need to confirm again the next time you use it to log on.
If you’re using a public computer, choose ‘No’ to help prevent unauthorised access.
Mobile banking - Our key features and how to use them
Activation and Log On
Collapse ExpandThe 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
Collapse ExpandYou 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 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
Collapse ExpandA 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
Collapse ExpandQuick 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
Collapse ExpandChange 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
Collapse ExpandHow 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
Collapse ExpandCan 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
Collapse ExpandHow 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
Collapse ExpandWhat 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.