Banking with HSBC

What are the options for banking with HSBC?

What products and services do HSBC offer?

HSBC offers a wide range of products and services including our multi-currency account, home loans.

Please note that bank accounts and other products and services cannot be set up unless you have a physical New Zealand street address, and proof of this will be required. If you are not currently living in New Zealand, please visit your local HSBC branch to find out more.

Does HSBC offer internet banking?

Yes. Find out more here, including how to sign up.

What are HSBC's latest interest rates for savings products and home loans?

What are the fees and charges associated with HSBC products and services?

How do I apply for an account with HSBC?

You can apply in person in a branch or apply via post.

How do I make the initial deposit when opening an account with HSBC?

The easiest way to make the initial deposit into your new HSBC account is via internet banking from another account held in your own name. You may also deposit funds through any HSBC branch (or Westpac branch if you already have a deposit slip for your new HSBC account) in New Zealand. Or simply send us a cheque. Please note that this must be a personal cheque from an account in your own name, not a company cheque or cheque from a trust account.

What is the interest rate on HSBC savings and transactional accounts?

The interest rates change from time to time, so please check our website, or contact our Premier Service Centre at 0800 028 088 to confirm the latest rates.

When is interest paid?

Interest is calculated daily on the closing credit balance in your account and paid on the last day of the month.

When are fees charged?

Fees and charges are payable at the time when HSBC processes the transaction. These will be deducted directly from your nominated account. Please refer to our section on Retail Banking and Wealth Management Terms and Conditions (PDF, 639KB) for more information.

When do I receive my statement?

Statements are sent out monthly, normally in the first week of the following month, unless otherwise agreed with us.

What are the fee-free banking options?

Generally, local transactions done through HSBC's range of electronic channels are fee-free. For example, electronic funds transfer at point of sale (EFTPOS) transactions within New Zealand, withdrawals at an HSBC or Westpac ATM in New Zealand, tranfers to other bank accounts in NZD within New Zealand done through phone banking or internet banking do not incur any transaction fees.

Fees apply to international payments, local withdrawals from ATMs other than HSBC or Westpac and overseas ATM transactions.

Please refer to our Retail Banking and Wealth Management fees and charges guide (PDF, 76.3KB) for more information on fees and charges.

What is HSBC's SWIFT code to be used for making international payments into HSBC New Zealand accounts?

HSBC New Zealand's SWIFT code is HSBCNZ2A.

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 e.g. a Trust or Company) or you are having any difficulties registering for eStatements, please call us on 0800 02 80 88 from within New Zealand or +64 9 368 8557 from overseas (international toll charges apply) 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 (e.g. 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 Personal Computer (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.
  • It is recommened to use the latest versions of browsers such as Internet Explorer, Microsoft Edge, Safari, Firefox, Chrome, Opera etc (older versions may not 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?

  1. Click on Tools on the browser toolbar and select Internet Options
  2. Choose the Security page
  3. Click Custom Level
  4. Click Allow Cookies that are Stored in your Computer
  5. 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:

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

 

To clear the browser's cache:

  1. Click on View
  2. Select Internet Options
  3. Click on General
  4. Click on Delete Files within the Temporary Internet Files section
  5. Click OK
  6. 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 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.

  1. Click on View
  2. Select Internet Options
  3. Click on General
  4. Click on Delete Files within the Temporary Internet Files section
  5. Click OK
  6. Close and open your browser again

What are the cut-off times for Internet Banking 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:
Function
Monday to Friday Value/Effected
Open new NZ term deposit/ account
11.00 pm
Same day
Pay multiple bills
11.00 pm
Same day
Pay a bill
11.00 pm
Same day
Transfer to local beneficiary
11.00 pm
Same day
Transfer to overseas beneficiary
See the table below
Same day
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:
Function
Open new NZ term deposit/ account
Monday to Friday 11.00 pm
Value/Effected
Same day
Function
Pay multiple bills
Monday to Friday 11.00 pm
Value/Effected
Same day
Function
Pay a bill
Monday to Friday 11.00 pm
Value/Effected
Same day
Function
Transfer to local beneficiary
Monday to Friday 11.00 pm
Value/Effected
Same day
Function
Transfer to overseas beneficiary
Monday to Friday See the table below
Value/Effected
Same day
Foreign Currency Payment Cut Off Times (New Zealand Time) Monday to Friday
Currency
Code
Cut Off Time
Australian Dollar
AUD 3.00 pm
Euro EUR 3.00 pm
United States Dollar
USD 4.00 pm
Fijian Dollar
FJD 1.00 pm
Japanese Yen JPY 1.00 pm
Indian Rupee
INR 3.00 pm
Thai Baht
THB 1.00 pm
Singapore Dollar
SGO 2.00 pm
Hong Kong Dollar
HKD 2.00 pm
Danish Kroner
DKK 2.00 pm
Norwegian Kroner
NOK 2.00 pm
Swedish Kroner
SEK 2.00 pm
South African Rand
ZAR 2.00 pm
Canadian Dollar
CAD 2.00 pm
Swiss Franc
CHF 2.00 pm
Pound Sterling
GBP 3.00 pm
Philippines Pesos
PHP 2.00 pm
Chinese Yuan (aka Renminbi)
CNY 2.00 pm
Saudi Arabia Riyal
SAR 2.00 pm
South Pacific Francs
XPF 2.00 pm
Foreign Currency Payment Cut Off Times (New Zealand Time) Monday to Friday
Currency
Australian Dollar
Code
AUD
Cut Off Time
3.00 pm
Currency
Euro
Code
EUR
Cut Off Time
3.00 pm
Currency
United States Dollar
Code
USD
Cut Off Time
4.00 pm
Currency
Fijian Dollar
Code
FJD
Cut Off Time
1.00 pm
Currency
Japanese Yen
Code
JPY
Cut Off Time
1.00 pm
Currency
Indian Rupee
Code
INR
Cut Off Time
3.00 pm
Currency
Thai Baht
Code
THB
Cut Off Time
1.00 pm
Currency
Singapore Dollar
Code
SGO
Cut Off Time
2.00 pm
Currency
Hong Kong Dollar
Code
HKD
Cut Off Time
2.00 pm
Currency
Danish Kroner
Code
DKK
Cut Off Time
2.00 pm
Currency
Norwegian Kroner
Code
NOK
Cut Off Time
2.00 pm
Currency
Swedish Kroner
Code
SEK
Cut Off Time
2.00 pm
Currency
South African Rand
Code
ZAR
Cut Off Time
2.00 pm
Currency
Canadian Dollar
Code
CAD
Cut Off Time
2.00 pm
Currency
Swiss Franc
Code
CHF
Cut Off Time
2.00 pm
Currency
Pound Sterling
Code
GBP
Cut Off Time
3.00 pm
Currency
Philippines Pesos
Code
PHP
Cut Off Time
2.00 pm
Currency
Chinese Yuan (aka Renminbi)
Code
CNY
Cut Off Time
2.00 pm
Currency
Saudi Arabia Riyal
Code
SAR
Cut Off Time
2.00 pm
Currency
South Pacific Francs
Code
XPF
Cut Off Time
2.00 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: $100,000

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

Please refer to the fees and charges (PDF, 76.3KB)

Does Internet Banking Have Online Help?

Internet Banking provides several options for assistance.

You can 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 also call us on 0800 02 80 88 from within New Zealand or +64 9 368 8557 from overseas (international toll charges apply). 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 send us a secure 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 us on 0800 02 80 88 from within New Zealand or +64 9 368 8557 from overseas (international toll charges apply).

Can I Add Accounts To My Internet Banking Profile?

You can add accounts to your Internet Banking profile by calling us on 0800 02 80 88 from within New Zealand or +64 9 368 8557 from overseas (international toll charges apply). 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:

  1. 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
  2. You can right-click on the padlock and view the Security Certificate Information
  3. 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:

  1. "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:
  2. Press "Security" in the toolbar. Then a "Security Info" window will be displayed and click "Open page info" or
  3. 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?

  1. Press "Security" in the toolbar
  2. Click "Navigator" in the left column
  3. Press "Configure SSL v3" on the right of "Enable SSL (Secure Sockets Layer) v3"
  4. 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?

You can call us on 0800 02 80 88 from within New Zealand or +64 9 368 8557 from overseas (international toll charges apply).

Online Security Device

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. It is a simple and convenient way to ensure greater protection for you and your financial information.

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 log on 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

For further information on HSBC's Online Security Device, please call our Direct Service Centre at 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, including:

  • Identity theft where a fraudster obtains personal details of a victim, and uses these details to complete fraudulent activities such as applying for loans, ordering chequebooks and more
  • 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 reused to carry out fraudulent transactions
  • Shoulder surfing where a fraudster observes a victim entering their confidential details, and then reuses 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 the 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 log on 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 needs 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 you have. 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 setups or preparation.

What types of transactions require the input of the security code generated by the Online Security Device?

The security code is required for:

  • Logging on to HSBC internet banking
  • Non-designated third-party transfers
  • Bill payments
  • Changing personal details such as address or telephone number

If I don't conduct transactions like transfers to third-party accounts, can I choose not to use the Online Security Device?

Identity theft can occur across all areas of internet banking; therefore, all HSBC customers need an Online Security Device to log on to internet banking and to conduct the above transactions. The Online Security Device helps to protect against internet fraud, including phishing and keylogging/Trojans, where information disclosed during online transactions is reused for unauthorised account access.

If I lose, break or forget my Online Security Device or don't have it with 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 at 0800 838 006 for a replacement. Once your order is received, we will post a replacement device.
  • If you have an urgent need for a replacement, you can also request one from any New Zealand branch of HSBC.

Overseas travel: If you are travelling overseas or within New Zealand, and need to access internet banking while away, remember to take your Online Security Device with you. Your Online Security Device has been designed to be robust and portable, so you can clip it on a key ring to take with you anywhere, anytime.

How does the Online Security Device security code work?

  • The device generates a time-sensitive, single-use six-digit security code for you to use when logging on to internet banking and for selected online transactions
  • The security code is generated by an algorithm based on time within the Online Security Device
  • Each Online Security Device has a matching file, stored securely in a database at HSBC, with the matching algorithm

When you activate your Online Security Device, HSBC identifies which device you have by asking you to enter the serial number. The serial number has no security value; it is a means of identifying to the Bank which security device you have. Once activated, a security device becomes unique to the user ID with which it was activated.

When you are using internet banking and are required to enter a security code, the system compares the entered code with the expected code within the file. If they match, you are granted access. If they do not match, you will be asked to re-enter the security code.

Will you suspend my internet banking access if I input the wrong security code? How do 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.

Has the Online Security Device been used and tested overseas?

Yes, this type of Online Security Device has been in use for several years by other corporations in some overseas countries such as Scandinavia, the Netherlands, Indonesia, Malaysia and most recently in Hong Kong. All the feedback received to date has been satisfactory.

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?

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 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 personal internet banking account
  • The device is unique and cannot be copied, altered or tampered with, meaning that only you have access to it

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

The security device is powered by a battery that 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.