Frequently Asked Questions

• What are the services available through online@hsbc?
• Is this available 24 hours?
• How can I gain access to online@hsbc?
• Are all accounts accessible via online@hsbc?
• How will i receive my statements?
• What do I do if I have problems signing up for eStatements?
• What eStatement options are available for Joint Accounts?
• Can I access my accounts when I'm overseas?
• What if my computer crashes, or I'm disconnected from the Internet in mid-transaction?
• How will I know if my registration is successful?
• How secure is your online@hsbc?
• Is It Safe to Enter My PIN Number Online as Part of the Signup and Registration Process?
• What If I Forget My Password?
• How Do I Know I am Visiting a Secure Internet Site?
• What do I need in order to use your online@hsbc service?
• Must I have Cookies or JavaScript on my browser?
• Why do I get this message saying 'JavaScript Error'?
• Why do I get this message saying 'This program has performed an illegal operation'?
• I have a problem connecting to the internet. What do I do?
• I didn't have a problem logging onto online@hsbc on other days, but why do I seem to have a problem doing so now?
• What are the cut-off times for foreign exchange transactions?
• Are there any limits to the amounts that I can transact over the Internet?
• What are the fees and charges that apply to my accounts?
• Does Internet Banking Have Online Help?
• Why Do the Internet Banking Pages Expire?
• Can I Set Up Regular Payments (i.e. Automatic Payments)?
• What Proof Do I Receive for Transfers Made through Internet Banking?
• What if I Make a Transfer to the Wrong Beneficiary? Can I Cancel or Stop the Transfer?
• Can I Add Accounts To My Internet Banking Profile?
• How can I check if 128-bit encryption is being used?
• What can I do if I find that 128-bit encryption is NOT being used in the Netscape Navigator browser?
• If I Need to call HSBC New Zealand for help about Internet Banking, what number do I call?
• What is an Online Security Device?
• Why do I need an Online Security Device?
• What is a Security Code?
• What is a Serial Number?
• How does the Online Security Device compare to other Internet Banking security measures such as Text Message security codes or digital certificates?
• Will you suspend my Internet Banking access if I input the wrong security code? How do to I resume my Internet Banking access?
• Can I keep more than one Online Security Device for the same Internet Banking account if I am willing to pay for the additional security devices? I want to keep one device at home and one at office for the sake of convenience.
• Does the Online Security Device need a battery to operate? How long does the battery last?
• If I lose, break or forget my token or don't have it on me can I still access Internet Banking?

What are the services available through online@hsbc?

You may currently enjoy these services.
 

• An account overview
• Balance enquiries and account transaction histories
• Transferring money between your accounts, to other bank accounts in New Zealand and internationally
• Establish future-dated instructions for your transfers
• Create a template for transfers (allowing you to easily repeat regular transaction instructions with just a few changes)
• Pay Bills
• Establish new term deposits, and make changes to the maturity instructions on your current term deposits

 

Is this available 24 hours?

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.

 

How can I gain access to online@hsbc?

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.

 

Are all accounts accessible via online@hsbc?

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.

 

How will I receive my statements?

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.

 

What do I do if I have problems signing up for eStatements?

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.

 

What eStatement options are available for Joint Accounts?

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).

 

Can I access my accounts when I'm overseas?

Yes, as long as you have an Internet connection.

 

What if my computer crashes, or I'm disconnected from the Internet in mid-transaction?

Once you are back online, check your account balances and transaction history.

If you think there's a problem, call our Internet Banking Helpline.

 

How will I know if my registration is successful?

You will receive a confirmation immediately after registration. Also, try your Personal Banking Number and PIN to see if you can log on.

 

How secure is your online@hsbc?

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.

Security Tips

• You play a significant role in your own security. Two pieces of key data must remain confidential - your Personal Banking Number and PIN.
• Your Personal Banking Number will be generated when you first register for the PhoneBanking service. Keep this number private and confidential as it is used for online@hsbc as well.
• The auto-complete function on your browser should be disabled, to avoid the automatic completion of your Personal Banking Number when you type in the Personal Banking Number field.

 

Your PASSWORD is as important as your Personal Banking Number. Follow these tips when creating your own PASSWORD:

• Select a Password that cannot be easily guessed by anyone else.
• Do not associate your Password with anything personal such as birthdays, names, phone numbers, or other familiar words.
• Avoid using more than 2 consecutive digits in your Password, eg, pass11
• Memorise your Password. NEVER write it down or reveal it to anyone.
• Remember NO ONE at HSBC will ever ask you for your Password.
• Change your Password on a regular basis - e.g. every 30 days.
• If you suspect any unusual account activity, call our Internet Banking Helpline immediately.
• Avoid using a Password that can be easily guessed by someone else or is associated with anything personal (eg. birthdays, names, phone numbers).
• Avoid using Passwords from other Internet sites.
• Avoid using repetitive characters.

 

What security tips do you offer?

• Install virus detection software on your computer. This needs to be updated regularly to ensure that you have the latest protection.
• To prevent viruses or other unwanted problems, don’t open attachments from untrustworthy sources, or unsolicited attachments even from otherwise trusted sources.
• Do not install pirated software, as these can often contain viruses.
• Install a personal firewall on your computer to help prevent and detect unauthorised access and update the firewall regularly to ensure you are covered with the latest protection. Please refer to your PC or software vendor to identify a personal firewall which best suits your PC environment.

 

• Always disconnect from the Internet when you have finished to avoid leaving your computer online when you are not using the service.
• Know everyone who uses your computer and limit unauthorised access.
• Do not conduct any banking transactions in a public place (i.e. cybercafe), as it is difficult to ensure such PCs are free of hacker programmes (someone might be able to access your personal or account information).
• Verify that the Internet address is the genuine HSBC's website by double clicking the "lock" icon at the bottom bar of the screen to check the security certificate of HSBC.
• Always remember to log off when you have completed your banking, and close the browser window that you were using.

 

Is It Safe to Enter My PIN Number Online as Part of the Signup and Registration Process?

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.

 

What If I Forget My Password?

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.

 

How Do I Know I am Visiting a Secure Internet Site?

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.

 

What do I need in order to use your online@hsbc service?

• A computer with Internet connection.
• Microsoft Internet Explorer 5.0, and Netscape Communicator 4.7 (older versions cannot support 128-bit encryption code).
• Screen resolution: 600 x 800 (640 x 480 resolution users should still be able to view all content, but vertical and horizontal scroll bars may need to be used).

 

Must I have Cookies or JavaScript on my browser?

Yes. For Microsoft IE:

• Click on Tools on the browser toolbar and select Internet Options
• Choose the Security page
• Click Custom Level
• Click Allow Cookies that are Stored in your Computer
• Click OK

For Netscape:

• Click Edit on the browser toolbar
• Select Preferences
• Choose Advanced Categories
• Click Accept All Cookies
• Click OK

 

Why do I get this message saying 'JavaScript Error'?

This means that the Java applet is not completely loaded onto your PC. Follow the instructions below to fully load this up:

• Click on the Refresh button in the browser's top navigation bar
• Re-select the transaction and wait for the loading to be completed
• Proceed again with your transaction
• If this does not help, clear the browser's cache and login again.

 

To clear the browser's cache:

For Internet Explorer

• Click on View
• Select Internet Options
• Click on General
• Click on Delete Files within the Temporary Internet Files section
• Click OK
• Close and open your browser again

 

For Netscape Communicator

• Click on Edit
• Choose Preferences
• Click on Advanced
• Select Cache
• Click on Clear Memory Cache
• Click on Clear Disk Cache
• Click OK
• Close and open your browser again

 

Why do I get this message saying 'This program has performed an illegal operation'?

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.

 

I have a problem connecting to the internet. What do I do?

Call your Internet Service Provider (e.g. Xtra, Clear, Ihug, etc) help line. Unfortunately HSBC cannot assist you with this type of problem.

 

I didn't have a problem logging onto online@hsbc on other days, but why do I seem to have a problem doing so now?

You may have to clear your browser's cache to help solve this problem. Follow the instructions below to clear the cache.

For Internet Explorer

• Click on View
• Select Internet Options
• Click on General
• Click on Delete Files within the Temporary Internet Files section
• Click OK
• Close and open your browser again

 

For Netscape Communicator

• Click on Edit
• Choose Preferences
• Click on Advanced
• Select Cache
• Click on Clear Memory Cache
• Click on Clear Disk Cache
• Click OK
• Close and open your browser again

 

What are the cut-off times for foreign exchange transactions?

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
INR    2:00pm
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

 

Are there any limits to the amounts that I can transact over the Internet?

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:

• Transfers between your own Accounts held with HSBC New Zealand     $100,000
• Transfers to a third party     $50,000

 

What are the fees and charges that apply to my accounts?

Refer to our website www.hsbc.co.nz for this information.

 

Does Internet Banking Have Online Help?

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.

 

Why Do the Internet Banking Pages Expire?

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.

 

Can I Set Up Regular Payments (i.e. Automatic Payments)?

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.

 

What Proof Do I Receive for Transfers Made through Internet Banking?

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.

 

What if I Make a Transfer to the Wrong Beneficiary? Can I Cancel or Stop the Transfer?

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).

 

Can I Add Accounts To My Internet Banking Profile?

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.

 

How can I check if 128-bit encryption is being used?

For Microsoft Internet Explorer:

• Move a mouse over the padlock at the bottom right corner of your browser window. A tool-tip of "SSL secured (128-bit)" should pop-up
• You can right-click on the padlock and view the Security Certificate Information
• Click on 'File' in the toolbar, select the 'Properties' tab and click on the 'Certificates' Button. The Verisign Certiciate Information will be displayed.

 

For Netscape Navigator:

• "Security" with "This is a secure document that uses a high-grade encryption key for U.S. domestic use only (RC4, 128-bit)" is displayed if you:

• 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".

 

What can I do if I find that 128-bit encryption is NOT being used in the Netscape Navigator browser?

• Press "Security" in the toolbar
• Click "Navigator" in the left column
• Press "Configure SSL v3" on the right of "Enable SSL (Secure Sockets Layer) v3"
• Enable all ciphers except "No encryption with an MDS MAC"

 

If I Need to call HSBC New Zealand for help about Internet Banking, what number do I call?

Call our Internet Banking Helpline on:

• In New Zealand, dial 0800 HSBCNET (0800 472263)
• If you're in Australia, dial (02) 90058157
• If you're calling from outside of New Zealand and Australia, dial +61 2 90058157

 

What is an Online Security Device?

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.

 

Why do I need an Online Security Device?

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:

 

Identity theft
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

 

Phishing
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.

Shoulder surfing
Where a fraudster observes a victim entering their confidential details, and then re-uses these details to carry out fraudulent transactions.

 

What is a Security Code?

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.

 

What is a Serial Number?

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.

 

How does the Online Security Device compare to other Internet Banking security measures such as Text Message security codes or digital certificates?

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.

 

Will you suspend my Internet Banking access if I input the wrong security code? How do to I resume my Internet Banking access?

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.

 

Can I keep more than one Online Security Device for the same Internet Banking account if I am willing to pay for the additional security devices? I want to keep one device at home and one at office for the sake of convenience.

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:

• To ensure that only the individual in possession of person holding the device can access the account.
• No one is able to request and activate a new Online Security Device without deactivating the existing device, hence only one device can be linked to a PIB account every security device is unique and cannot be duplicated
• The device is unique and cannot be copied, altered or tampered with, meaning that only you have access

 

Does the Online Security Device need a battery to operate? How long does the battery last?

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.

 

If I lose, break or forget my token or don't have it on me can I still access Internet Banking?

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.