You may currently enjoy these services.
It's available around-the-clock, seven days a week. However, some transactions made outside working (or specific) hours will be processed the next working day. Please refer to the FAQ on Cut-Off Times for more details. Please note also that while it is intended that this service be available continuously, we cannot guarantee it due to system upgrades and similar reasons.
HSBC New Zealand customers who have registered for the PhoneBanking service can register online for online@hsbc using their 10 digit Personal Banking Number (PBN) and 6 digit PIN.
Other customers should call our Internet Banking Helpline and asked to be registered for Phone/Internet Banking. Your PBN and PIN will be sent to you in the mail.
No. For example, joint accounts which you have previously indicated to us require both account holders to sign are not available, while loan accounts can only be viewed.
Please note that new accounts will be available to be added to online@hsbc on the day after an account is opened.
By registering for Internet Banking you will automatically receive eStatements online. Should you wish to receive paper statements by post you can select this option within your Personal Internet Banking login, under the eStatement menu links.
If you have a non personal account (for eg a Trust, Company or LAQC) or you are having any difficulties registering for eStatements please call us on 0800 80 23 80 and we will be able to assist.
For joint accounts, if one account holder registers for Internet Banking, the statement delivery preference for all account holders will be changed to eStatements (even for account holders who have not registered for Internet Banking).
Yes, as long as you have an Internet connection.
Once you are back online, check your account balances and transaction history.
If you think there's a problem, call our Internet Banking Helpline.
You will receive a confirmation immediately after registration. Also, try your Personal Banking Number and PIN to see if you can log on.
Security is our top priority. Your financial information is protected by your Personal Banking Number and PIN, our powerful 128-bit encryption code and automatic 'time-out'. Your Personal Banking Number and PIN must be entered each time you log on to online@hsbc. If there's no activity after a short period of time, your online@hsbc session is terminated to prevent unauthorised access.
Your PASSWORD is as important as your Personal Banking Number. Follow these tips when creating your own PASSWORD:
What security tips do you offer?
Thanks to the sophistication of 128-bit encryption, sending and receiving information through Internet Banking is more reliable with this level of support. Encryption helps keep information private (such as your PIN or the transactions you perform) between the bank's computer and your Internet browser.
Please note you should not use the functionality on your computer or browser that allows your Personal Banking Number and PIN to be saved on the screen, as this would potentially compromise the confidentiality of these numbers.
If you forget your Password, please call our Internet Banking Helpline. For your security and protection, new Passwords can only be sent to you by mail and cannot be provided through e-mail requests. A new PIN will be issued and sent to you by mail. You will need to use your new Passwords to log on and they you will be prompted to change to a new password that you select. You also have the ability to change your PIN online at any time by clicking on Change Password from the Services option.
Internet Banking is accessed through a "secured" Internet site, which helps ensure your online financial information remains 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.
This means that the Java applet is not completely loaded onto your PC. Follow the instructions below to fully load this up:
To clear the browser's cache:
You have probably encountered a General Protection Fault. Close and open your browser again. If this does not work, restart your PC and try again. If the problem is still there, please call our Internet Banking Helpline or email us through the Services | Send Mail option.
Call your Internet Service Provider (e.g. Xtra, Clear, Ihug, etc) help line. Unfortunately HSBC cannot assist you with this type of problem.
You may have to clear your browser's cache to help solve this problem. Follow the instructions below to clear the cache.
To ensure your instructions are processed on the day of receipt, please note that the Bank must receive details by the following New Zealand cut-off times:
Type Of Transfer Received By
Between HSBC New Zealand accounts held in the same name 5:00pm
New Zealand Dollars sent to other New Zealand Banks 4:30pm
* New Zealand Dollars sent overseas 4:30pm
*Other Currency sent overseas Refer to the Table below
*the receiving Bank may apply their own cutoff times
Currency Cut-Off Time
AUD 2:00 pm
CAD 1:00 pm
CHF 1:00 pm
DKK 1:00 pm
EUR 2:00 pm
FJD 10:00 am
GBP 2:00 pm
HKD 1:00 pm
JPY 10:30 am
NOK 1:00 pm
PHP 1:00 pm
SAR Day Before
SEK 1:00 pm
SGD 1:00 pm
THB 1:00 pm
USD 3:30 pm
XPF Two Days Before
ZAR 1:00 pm
When you use Internet Banking you will be restricted to certain monetary limits. These limits are the maximum you can transact through Internet Banking and the Automated Telephone Banking Service combined in any one day (i.e. 24 hour period). These limits have been set to enhance existing security levels which we already have in place.
The monetary limits are:
Refer to our website www.hsbc.co.nz for this information.
Internet Banking provides several options for assistance.
First, you can review the online Internet Banking demo that reviews and displays our Internet Banking service. You can also review the questions and answers supplied through this Frequently Asked Questions (FAQs) document.
You can also check the online Help section within Internet Banking that provides context-sensitive help available throughout the Internet Banking site.
You can call the Direct Banking Customer Service team at 0800 HSBCNET (0800 472263) or internationally dial +61 2 90058157. We will be happy to answer any questions you have about accessing, using and navigating through Internet Banking.
Because the security of our site is important to you, page expiry occurs to prevent the pages from being stored in your browser's memory. This means that if you access Internet Banking from a shared computer, other users will not be able to access your account information from your browser's history files. This feature is meant to secure the confidentiality of your accounts.
Navigation is best when using the back buttons and menu options within the Internet Banking pages, rather than using the browser forward and backward arrows.
However, if you accidentally use the browser back buttons, the expired web page can be accessed by using the Refresh button from your browser menu.
Yes! You can set up Electronic Standing Instructions to occur on any date or timeframe you specify: Weekly, monthly, quarterly, twice a year, the choice is yours!
All scheduled payments can be viewed under Scheduled Transfers within the Transfers sub-menu. Within this option, you can view, change or delete any transfers, which have been diarised for a future date.
Please note however, that you cannot view or change your Automatic Payments (Aps) which have been created offline. If you want to change or cancel an AP, just sent us Message clearly explaining what you want us to do.
For your security, all transfers require your confirmation before the instruction goes through. Upon clicking yes on the confirmation page, the instruction will be processed. For each instruction you will be given a unique Transaction Reference. This reference is your proof that the instruction has been accepted and processed. You will find this reference on the Acknowledgement page.
If you schedule a transfer to be processed immediately, you may not be able to stop the transfer. Any other scheduled or recurring payments may be cancelled if done within at least one full business day before the processing date. Use the Cancel or Change options with the Scheduled Transfer sub-menu or call the Internet Banking Helpline on 0800 HSBCNET (0800 472263).
You can add accounts to your Internet Banking profile by calling the Internet Banking Helpline on 0800 HSBCNET (0800 472263). Any new accounts opened will appear automatically in your Internet Banking profile.
For Microsoft Internet Explorer:
For Netscape Navigator:
• Press "Security" in the toolbar. Then a "Security Info" window will be displayed and click "Open page info" or
• Right-click any text on a page (not on a graphic object) and select "View Info".
Call our Internet Banking Helpline on:
HSBC is committed to providing high standards of online security for our customers. To further protect our customers banking online, we are pleased to provide our latest technology - the Online Security Device.
At the touch of a button, your Online Security Device generates a dynamic, time-sensitive Security Code. The Security Code constantly changes and is unique to your Online Security Device. This Security Code is required, in addition to your User ID and password, every time you logon to HSBC's Internet Banking service. As only you have the device, only you know the Security Code, and only you can access your account. Your Online Security Device is a simple and convenient way to ensure greater protection for you and your financial information.
For further information on HSBC's Online Security Device please call our Direct Service Centre on 0800 838 006.
HSBC has made the decision to issue an Online Security Device to all our Internet Banking customers to offer better protection from a variety of potentially damaging attacks. These attacks include:
Where a fraudster obtains personal details of a victim, and uses these details to complete fraudulent activities such as applying for loans, credit cards, ordering checkbooks, etc.
Trojans (Keylogging/Screen Capturing)
Where a victim discloses their confidential credentials to a fraudster by a Trojan unknowingly downloaded on their PC
Where a fraudster "phishes" for confidential information from a customer by pretending to be from a legitimate source such as a bank or a financial institution. These details are later re-used to carry out fraudulent transactions.
Where a fraudster observes a victim entering their confidential details, and then re-uses these details to carry out fraudulent transactions.
A Security Code is the six-digit number generated by your Online Security Device. To view a Security Code, simply push the grey button on your Online Security Device. The Security Code is a one off, time sensitive number that changes every 16 seconds. You will be asked to enter a Security Code in addition to your User ID and password every time you logon to HSBC's Internet Banking Service, and when completing certain transactions within Internet Banking.
The correct way up for your Online Security Device is when the grey button is to the left.
Each Online Security Device has a unique 10 digit Serial Number printed on the sticker on the back of the device. This number identifies your Online Security Device and will need to be linked to your Internet Banking User ID. The serial number has no security value; it is a means of identifying to HSBC which Online Security Device each customer has. Once activated, a security device becomes unique to the User ID with which it was activated.
The generation of the security code is not dependent on mobile phone signal availability or the geographic location of our customers, who may need to access Internet Banking while overseas.
From our customer research, we know that many of our active customers prefer to access Internet Banking from several different locations. The Online Security Device is a portable, standalone security device that requires no system adjustments, downloads, or plug-ins. You can choose to access Internet Banking at any Internet-enabled PC without any additional set-ups or preparation.
To protect personal information, your Internet Banking service will be temporarily locked out if you enter three incorrect security codes. The duration of the lock-out period varies depending on whether the incorrect security code has been entered at logon or when completing a high-risk transaction. Unlike if you are locked out due to incorrect password entry, no action is required by you to restore your access to Internet Banking. Your access will be automatically unlocked after the temporary period has expired.
To protect our customers, only one Online Security Device can be activated for one User ID at any time. This means that a user can only have one security device to access their account. The reasons for this are:
The security device is powered by battery, which can last for around five years under normal usage. A low battery indication of "BATT" will appear on the LCD when the battery is running low. Should you receive this message, please call us to order a replacement Online Security Device free of charge.
You will need to have your Online Security Device to access Internet Banking at all times. If you lose or break your Online Security Device, please contact us on 0800 838 006 for a replacement. Once your order is received, we will post you a replacement device. If you have an urgent need for a replacement, you can also request one from any New Zealand Branch of HSBC.
If you are travelling overseas or within New Zealand, and will need to access Internet Banking while away, you will need to remember to take your Online Security Device with you. Your Online Security Device is has been designed as a robust and portable, you can clip it on a key ring to take with you anywhere, anytime.