Frequently Asked Questions (FAQ) |
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 What is Internet Banking?What are the benefits of using Internet Banking?What are the services provided by Internet Banking?Will there be any charges to signing up for Internet Banking?Who can use Internet Banking?How do I apply for Internet Banking?How will I know if my registration for Internet Banking is successful? |
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Is Internet Banking available 24 hours?What do I need in order to use your Internet Banking service?Can I access my accounts when I'm overseas?I have a problem connecting to the internet while overseas or in Vietnam. What do I do?What if I'm disconnected from the Internet in the middle of a transaction?What should I do if there are disputes arising from Internet Banking Service?What should I do if I notice discrepancies on my accounts?What happens when I notify HSBC disputes?When will HSBC commence investigations of a dispute?How long will investigations of a dispute take?How can I get assistance if I experience difficulties using the Internet Banking Service? |
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What do I need in order to activate the service for the first time?I have mislaid my original Welcome Letter, how do I obtain a new one?Why should I set up the online password reset?Can I get a colleague / friend / relative to set the service up for me?Can the registration process be completed if I do not send the PIN acknowledgement letter?Why do I have to do the Initial Set Up upon my first logon? |
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How do I log on?What if I have forgotten my Internet Banking Username or Password?Why do I get this message saying 'JavaScript Error'?I didn't have a problem logging onto Internet Banking on other days, but why do I seem to have a problem doing so now?What should I do if I still have problems log on to Internet Banking?I cannot register for Internet Banking, but the information I input is correct?Will I be able to change my Internet Banking ID, Username and Password?How can I get assistance when there are problems?What will happen if I leave my profile logged on for a while? |
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What is the online password reset feature?What are the benefits of using the online password reset feature?How does the password reset process work?How do I set up my security questions and answers?How do I change my Security Questions and Answers?Are there a minimum or maximum number of questions I have to select when I set up online password reset?What happens if I forget the answers to the questions that I had selected?Will I be assigned a password or do I get to choose my own password? |
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New Security Device?What is a Security Device?Why has HSBC selected the Security Device solution rather than other security measures?Why do I need a Security Device?How do I get a Security Device?Can I collect my Security Device at a HSBC Branch?Will I have to pay for the use of the Security Device?What is the HSBC Security Code?What is the serial number of the Security Device?Is it safe to send the Security Device by postal mail?Can I choose to not use the Security Device for Internet Banking?Is there a deadline to activate the Security Device after it is received?Why is HSBC giving me only one Security Device and may I request for another as a backup?When do I use a Security Device?How do I use my Security Device?What if I accidentally press the button on the Security Device?Will you suspend my Internet Banking access if I input the wrong Security Code?How do you know I am entering the correct Security Code?What if the Security Code is not accepted?How is the Security Device powered?Do I have to provide replacement batteries for the Security Device?How long will the battery last?What should I do to order a replacement Security Device?What should I do when I receive a replacement Security Device?Do I need to return the damaged Security Device when I receive a replacement?How long do I have to wait for the replacement Security Device to be delivered?I am a frequent traveler, can I use the Security Device to log on to Internet Banking when I am overseas?I am / will be residing overseas for a long period of time and will not be able to collect the Security Device that HSBC mailed to my home address. Can you arrange for another Security Device to be delivered to a temporary address overseas?Can the same Security Device be shared among different Internet Banking customers?Is the Security Device generating mechanism easy to imitate?I am a Primary User, how do I request a new Security Device for another Secondary User?I am a signer on more than one company account; do I need multiple Security Devices?I don't have my Security Device with me today, can I log onto Internet Banking?When I try to enter the Security Code I keep getting an error message?Can I use my existing and replacement Security Devices concurrently?How do I dispose of my Security Device? |
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How far back can I view my account history?What exchange rate is the Networth Statement based on? What should I do to select or deselect my accounts for online access?Can I check my credit card accout balance, transaction history and reward points? Can I redeem my credit card reward points online? How far back in record can I retrieve transactions for my credit card account via Internet Banking? Why can't I view my credit card transaction history? Why don't I see some of my recent credit card transactions? What should I do if I encounter a discrepancy on my credit card transaction history ?Why do I see a CR sign beside my credit card transaction amount? |
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Are there Maximum Bank Limits allowed for different transfers?Can I make transfers to and from any of my accounts?When I transfer money, is the transfer effective immediately?Why are there so many options for me to input the beneficiary bank's information in the Transfers screens for funds going to other Banks?Why are there so many options to determine when and how often my transfer is made?How can I view those transactions done on my account?Must I set a limit before I can do a third party funds transfer online?What are the charges for online third party transfers?What should I do to increase my personal transfer limit? What does "Telegraphic" and "Notes" refer to? |
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Which accounts can I use for the Bill Payment service?Do I need to apply before I can use the Bill Payment service?How do I pay my bills using the Bill Payment service?When I make a Bill Payment, is the payment effected immediately?Can I forward date my bill payment?Can I delete or change my forward dated bill payment if it is not processed yet?Will I be charged for using the Bill Payment service?Is there a maximum limit when I use the Bill Payment service?Can I make a Bill Payment on a Saturday, Sunday or Public Holiday?What happens if I made a payment to a wrong account?May I use my Foreign Currency account to make a Bill Payment?What should I enter for the Customer code/ID on the bill?For merchants that do not allow me to input the Customer code/ID on the bill at the Add Payee screens, what should I do? |
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Overview
What is Internet Banking?Internet Banking is an electronic service provided by HSBC to allow you to perform transactions, payments etc. over the Internet - through a bank’s secure website. What are the benefits of using Internet Banking?With Internet Banking, you can conduct your banking transactions from the comfort of your home. Internet Banking provides a comprehensive range of online transactions and information that can help you better manage your finances. What are the services provided by Internet Banking?• Check your account balance • View your transaction history of your banking accounts and credit card • View your transaction history of your banking accounts credit card • Transfer money between your accounts and other accounts at HSBC • Transfer funds to overseas account (may require supporting documents) • Transfer funds to another local bank account • Pay your bills • Enquire on interest rates and foreign exchange rates • Open and update maturity instruction of your Time Deposits • Request brochure of various banking products or tariff • Update personal information • Apply for e-Statements for banking accounts and credit cards Will there be any charges to signing up for Internet Banking?You do not need to pay any charges to sign up. *Please note that certain transaction services may require a levy. Who can use Internet Banking?Customers with a primary credit card, ATM card or phone banking number can register for and use Internet Banking. How do I apply for Internet Banking?You can register for Internet Banking at www.hsbc.com.vn using your primary credit card, ATM card or phone banking number. How will I know if my registration for Internet Banking is successful?You will receive a confirmation immediately after registration. A security device will be sent to your correspondence address, with a Welcome Package to guide you on using Internet Banking. You should log on immediately using your Internet Banking Username, Password and the Security Device. |
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Is Internet Banking available 24 hours? It's around-the-clock, seven days a week. However, some transactions made outside working (or specific) hours will be processed the next working day. What do I need in order to use your Internet Banking service?• A computer with Internet connection. • Windows Operating Software (O/S) Users: Internet Explorer 6.0 and above (recommended to have full compatibility with our system). • Screen resolution: 1024 x 768 (with 800x 600 resolution users should still be able to view all content, but vertical and horizontal scroll bars may need to be used). Can I access my accounts when I'm overseas?Yes, as long as you have an Internet connection and your Security Device. I have a problem connecting to the internet while overseas or in Vietnam. What do I do?You will have to call your local Internet Service Provider e.g. FPT, VNPT, SPT who will assist you. What if I'm disconnected from the Internet in the middle of a transaction?Should you need assistance, please contact our Customer Service Hotline at (84 8) 37 247 247. What should I do if there are disputes arising from Internet Banking Service?To report discrepancies, please contact our Customer Service Hotline at (84 8) 37 247 247. What should I do if I notice discrepancies on my accounts?Please contact our Customer Service Hotline at (84 8) 37 247 247 (24-hour) to report the disputes. What happens when I notify HSBC disputes?When disputes are notified via e-mail, we will acknowledge the notice within 24 hours of receipt of the e-mail. When disputes are notified via telephone, we will obtain the necessary details of the dispute on receipt of the telephone call. We may contact you to obtain further details or clarification of the dispute. When will HSBC commence investigations of a dispute?When disputes are notified to us during banking hours, and sufficient details have been obtained from you, we will commence investigations on the same working day or next working day. When disputes are notified to us outside banking hours, and sufficient details have been obtained from you, we will commence investigations on the next working day. How long will investigations of a dispute take?When we have obtained the necessary details, we will give you an indicative time when investigations are likely to be completed. In the event that we require more time than originally anticipated, we will contact you and give a new indicative time for investigations to be completed. On completion of investigations, we will immediately contact you either via e-mail or telephone with a view to resolving the dispute. How can I get assistance if I experience difficulties using the Internet Banking Service?Should you need assistance, contact our Customer Service Hotline at (84 8) 37 247 247 (24-hour) for assistance. |
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What do I need in order to activate the service for the first time? In order to activate the service for the first time, you must have the followings in hand: - Primary credit card, ATM card or phone banking number
- Security Device I have mislaid my original Welcome Letter, how do I obtain a new one?Please contact our Customer Service Hotline at (84 8) 37 247 247 (24-hour) for assistance. Why should I set up the online password reset?Online password reset allows you to reset your current password online anytime when you forgot your password, provided that you have set up Security Questions and Answers before. This feature offers you a very convenient way to enhance your account’s security. Can I get a colleague / friend / relative to set the service up for me?It is strongly recommended that you do the service set-up yourself in order to protect your account’s security. |
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How do I log on? In order to log on, please click on Internet Banking Log on button in the Home Page or the Log on link in the left menu of Internet Banking tab and do the following steps: • Enter the Username followed by the Password you have created during online registration process. • Key in the security code which you may get by pressing the grey button on the HSBC Security Device What if I have forgotten my Internet Banking Username or Password?If you forgot your password, select the Forgotten your password link on the log on screen. You will be asked to enter your Security Answers. Upon correct entry of the security answers, you will proceed to reset your password. If the security answers are incorrect, you will then be guided to perform an Offline Password Reset (OFR). After you have performed the offline password reset, please print out the acknowledgment page, or download the form, complete and return to the bank. Upon receiving your request, we will activate the new password. If you forgot your Internet Banking Username, please contact our 24-hour Customer Service Hotline at (84 8) 37 247 247. 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 log on again. To clear the browser's cache for Internet Explorer 6.0: • Click on Tools • Select Internet Options • Click on General • Click on Delete Files within the Temporary Internet Files section • Click OK • Close and open your browser again I didn't have a problem logging onto Internet Banking 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 6.0: • Click on Tools • Select Internet Options • Click on General • Click on Delete Files within the Temporary Internet Files section • Click OK • Close and open your browser again What should I do if I still have problems log on to Internet Banking?Please contact our 24-hour Customer Service Hotline at (84 8) 37 247 247 for assistance. I cannot register for Internet Banking, but the information I input is correct?Ensure that Vietkey is not enabled on your computer, as this will inhibit the system from recognizing the characters you input. Please switch it off and try again. For ATM Card, please enter your ATM number without hyphens and spaces. For Credit Card, please enter your credit card number without spaces. If you continue to encounter problems, please contact our 24-hour Customer Service Hotline at (84 8) 37 247 247. Will I be able to change my Internet Banking ID, Username and Password?You cannot change your Internet Banking ID and Username but you can change your password anytime by using the online password reset. How can I get assistance when there are problems?You may get assistance or contact us by: • Reading the FAQs and the online help text on each page. • Sending us your questions via the Mailbox/Send message Email function in Internet Banking • Calling our Customer Service Hotline at (84 8) 37 247 247. What will happen if I leave my profile logged on for a while?To protect your account, HSBC offers Auto log off function for Internet Banking. This means that if you leave your profile logged on inactive for a period of 9 minutes, a 60 second prompt will pop up to ask for your permission to stay logging on. If you do not confirm to continue using the service, it will automatically log off. If you wish to use the service again, please redo the logging on procedure. |
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What is the online password reset feature? Online password reset allows you to set your new password online when you forget your current one, provided that you have set up your Security Questions and Answers before. This means that you do not have to submit any forms to the bank for processing as long as you are able to provide your Username, Security Code as well as Security Questions and Answers accurately via Internet Banking. What are the benefits of using the online password reset feature?You will be able to reset your password instantly, at any time. How does the password reset process work?Select the ¡®Forgotten password¡¯ link on the log on screen. You will be asked to enter your Security answers. Upon correct entry of the security answers, you will proceed to reset your password. If the security answers are incorrect, you will then be guided to perform an offline password reset (OFR). How do I set up my security questions and answers?You need to choose the Security Question from a set of preset questions and provide a memorable answer to each of the questions. Please ensure that you are the only one who know the answers to theses questions. How do I change my Security Questions and Answers?You can change your Security Question and Answers when you log on to Internet Banking under Services ? Change Security Questions and Answers or via Offline Password Reset. Are there a minimum or maximum number of questions I have to select when I set up online password reset?You only need to complete two questions when setting up this feature. There is neither maximum nor minimum, you should keep in mind that in order to benefit from this feature, you will have to remember the answers to the 2 questions which you have selected. What happens if I forget the answers to the questions that I had selected?If you forget the answer to one or more of the questions, you will need to submit a form for an Offline Password Reset (OFR). Will I be assigned a password or do I get to choose my own password?You are required to set your own password during the registration process. Any time you change/reset your password, you will also be asked to set your own password. |
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What is the HSBC Security Device? The HSBC Security Device is a small, key-ring size, digital code generator provided to Internet Banking customers. Once activated, you will need to use the Security Device to generate Security Codes, which are required when you log on and transact on Internet Banking. Why has HSBC selected the Security Device solution rather than other security measures?The Security Device solution has been selected by HSBC as the technology that best meets our customers’ need for flexibility and portability, and our business volume requirements. The Security Device meets industry best practices for Two-Factor Authentication standards, while providing the following benefits to you: • The Security Device itself generates the Security Code. As there is no dependency on a third party for Security Code generation or transmission, our customers do not need to rely on another party’s service standard to access Internet Banking. • The generation of the Security Code is not dependent on capacity constraints, signal availability or the geographical location of our customers. • The Security Device is small, light and portable. It can be used on Internet-enabled terminals and does not require any downloads, setups or system adjustments. Why do I need a Security Device?Security for customers is always HSBC’s top priority. The Security Device serves to protect you from the potential internet risks while using Internet Banking. How do I get a Security Device?The Security Device will be provided to you in the Welcome Package sent to you after you registered for Internet Banking. Can I collect my Security Device at a HSBC Branch?The Security Device will be delivered to your correspondence address for your convenience. Please ensure that your mailing address in our records is up-to-date. Will I have to pay for the use of the Security Device?As part of our commitment to online banking security, we will issue your first Security Device to you free of charge. In the event of loss of the security device, HSBC may levy a fee for replacements specifically caused by loss or negligent damage to the Security Device. The replacement fee for one Security Device will be VND 220,000 (VAT included). If the Security Device is delivered to overseas addresses, the fee is VND 550,000 (VAT included) for issuance and replacement of the Security Device. If your original Security Device is faulty or running low on battery within 3 months since you received it, please download the Internet Banking Maintenance form from www.hsbc.com.vn, complete and return it to us. What is a Security Code?A Security Code is a single-use, time-sensitive password generated by the Security Device. The Security Code is to be used together with your Username and Password when accessing Internet Banking. It will also be required for most transactions and instructions made in Internet Banking What is the serial number of the Security Device?Each Security Device has its own unique serial number, a 10-digit number located on the back of the Security Device in the format XX-XXXXXXX -X (e.g. 01-2345678-9). This number helps link the selected Security Device with your Internet Banking profile. Is it safe to send the Security Device by postal mail?The Security Device is delivered to your correspondence address per the bank records. Prior to use, the Security Device must be activated online. Until activation is completed, the Security Device has no security value. It is safe to send the device via postal mail, as a potential fraudster would not be able to attach the Security Device to your profile to commit fraudulent transactions unless they are in possession of all your Internet Banking credentials. If you suspect that your Internet Banking credentials have been compromised, please contact our Customer Service Hotline at (84 8) 37 247 247 for assistance. Can I choose to not use the Security Device for Internet Banking?No. HSBC has a duty to ensure that your banking information and online transactions are safe and secure. The use of a Security Device will allow us to provide maximum security to you. Is there a deadline to activate the Security Device after it is received?No, there isn't. However, when you log on to Internet Banking for the first time, you will be prompted to complete a one- time Security Device Activation process. On-screen instructions will guide you through this process. You will be required to use the Security Device to log on and transact via Internet Banking thereafter. Why is HSBC giving me only one Security Device and may I request for another as a backup?Only one Security Device can be linked to your Internet Banking Username at any point in time. This is to ensure that only you are able to access your Internet Banking service. The Security Device is unique and has a distinctive Serial Number that helps prevent copying, alteration, or tampering. When do I use a Security Device?You are required to use your Security Device when logging on, or making transactions/ instructions in your Internet Banking. How do I use my Security Device?When prompted for a Security Code on Internet Banking: • Ensure that the LED screen is facing you and the light-grey button is on your left-hand side. • Press once on the light-grey button of the Security Device to generate a Security Code. • Enter the displayed digits into the requested field on Internet Banking via your computer’s keyboard. The Security Device will turn off automatically after a short time interval. To generate a new Security Code, simply press the light-grey button of the Security Device again. As a Security Code is single-use code to be used for one transaction only, you will need to obtain a new code for each Logon or when you execute certain transactions online. What if I accidentally press the button on the Security Device?It does not matter. The security codes are randomly generated and this will not affect your subsequent logons or transactions. Will you suspend my Internet Banking access if I input the wrong Security Code?To protect your information, your Internet Banking service will be disabled if you enter too many incorrect Security Codes. This feature acts as a fraud deterrent as well. How do you know I am entering the correct Security Code?When you set up your Internet Banking service, your Security Device becomes linked to your username - only you can use it. When you enter a Security Code, we check to make sure that the Security Code was generated by your Security Device. If you enter an incorrect Security Code, you will be prompted to enter a new one. What if the Security Code is not accepted?If the Security Code is not accepted, you can generate a new Security Code to try again. Should you continue to face difficulties, please contact our Customer Service Hotline at (84 8) 37 247 247 for assistance. How is the Security Device powered?The Security Device is battery-powered with a lifespan between three to five years. You cannot replace the battery in this device and will need to request for a replacement. Security Device warning messages:
Do I have to provide replacement batteries for the Security Device?No, the Security Device will provide warning that the battery is running low on power. To order a replacement, please contact our Customer Service Hotline at (84 8) 37 247 247. How long will the battery last?The battery normally lasts from three to five years. What should I do to order a replacement Security Device?If you lose or damage your Security Device, please be informed that a replacement fee will be charged. In case of a damaged Security Device, it is strongly recommended that you send back the damaged Security Device to the bank. You should contact our 24-hour Hotline at (84 8) 37 247 247 immediately to inform us about your lost/stolen/broken Security Device, and that Security Device will be deactivated right away for your own account security. Then, in order to order a replacement, you should print, complete and send us the Internet Banking Maintenance Form available on www.hsbc.com.vn (Forms Centre) or request the form by contacting our 24-hour Hotline at (84 8) 37 247 247. The replacement Security Device will be sent to your mailing address. The existing Security Device will also be cancelled when you advise us that the Security Device has been lost, broken or stolen. What should I do when I receive a replacement Security Device?Once you have received a replacement Security Device, simply Log on to Internet Banking. You will be asked to activate your new token after entering the password. Do I need to return the damaged Security Device when I receive a replacement?Yes, it is strongly recommended that you send back the damaged Security Device to the bank. We are always trying to improve the durability and functionality of our Security Device and old devices are used to improve the next generation. Furthermore, if a token is defective, sending in your old token gives us the proof that no negligence was involved in the malfunction of the Security Device. How long do I have to wait for the replacement Security Device to be delivered?For customers with Vietnam mailing addresses, the expected delivery time is 7 working days from receipt of the request for replacement. For customers with overseas mailing addresses, the Security Device may take up to 12 working days from receipt of the replacement request, depending on your local post schedule. I am a frequent traveler, can I use the Security Device to log on to Internet Banking when I am overseas?Yes. If you typically use our online services from more than one location, we suggest that you make it a habit to bring the Security Device with you when you travel. This is the reason the Security Device has been designed to be small, light and portable. I am / will be residing overseas for a long period of time and will not be able to collect the Security Device that HSBC mailed to my home address. Can you arrange for another Security Device to be delivered to a temporary address overseas?The Security Device will be delivered to your correspondence address for your convenience. Please ensure that your correspondence address in our records is up-to-date. Can the same Security Device be shared among different Internet Banking customers?No. The Security Device cannot be shared between different Internet Banking customers. Each Internet Banking customer will receive one Security Device, which will be associated with only one user (together with their Username, Password and other security credentials). Is the Security Device generating mechanism easy to imitate?The Security Code is a randomly generated number, and the algorithm formulas are protected with high security standards. The probability of guessing the number is extremely low given that the number is only valid for a short period of time. I am a signer on more than one company account; do I need multiple Security Devices?No, you can still access to all the accounts you have applied for using Internet Banking. Hence, you only need one security device for this purpose. I don't have my Security Device with me today, can I log onto Internet Banking?No, for your security, you cannot access to your Internet banking unless you have your Security Device with you. When I try to enter the Security Code I keep getting an error message?If you keep getting an error message, please contact our Customer Service Hotline at (84 8) 37 247 247 for Internet Banking for assistance. Can I use my existing and replacement Security Devices concurrently?No, once you start using a replacement Security Device, the existing one will be deactivated automatically. How do I dispose of my Security Device?We recommend you to return the device to HSBC, not to dispose it.
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Is HSBC Internet Banking compatible to all browsers and operating systems? We highly recommend you to use Internet Explorer version 6.0 or above on Windows XP. Other browsers and operating systems may not be fully compatible and may not display the content properly. How do I check what level of encryption my browser version has?For Internet Explorer running on Window XP • Click on Help on the top navigation bar. • Go to About Internet Explorer. • The information should detail the version of Internet Explorer and Cipher Strength (meaning the level of encryption). This cipher strength should be 128 bit. Must I have Cookies on my browser?Yes, please make sure that cookies are enabled. On Microsoft Internet Explorer, you can enable cookies by performing the following steps • 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 How can I check if my browser uses 128-bit encryption?For Microsoft Internet Explorer , you can check whether 128-bit SSL is being used in the following ways: • Move your mouse over the 'security lock icon' at the bottom-right corner. A tool-tip of "SSL secured (128-bit)" should pop up if you are connected using 128 Bit SSL; OR • From the 'File' menu in the toolbar, select 'Properties'. "Connection" with "SSL 3.0, RC4 with 128-bit encryption (High); RSA with 1024 bit exchange" is shown if you are connected using 128 Bit SSL. Can I access Internet Banking if my browser does not support 128-bit SSL encryption?No. You will not be allowed to access Internet Banking if your browser does not support 128-bit SSL encryption. Please upgrade your browser or install an alternative Internet browser that supports 128-bit SSL encryption. |
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Will my transfer instruction to another bank be carried out if I miss the cut-off times? Yes, the instruction will still be carried out. However, it can only be processed on the next working day. Thus, if you submit a telegraphic transfer request on Friday at 8pm (Vietnam time) to a bank outside Vietnam, this will be received by our system (evident from the acknowledgement received by you) and stored until Monday morning whereby the payment will be sent out to your beneficiary. What is the cut-off time for Internet Banking transactions?The cut-off time is 3pm. Transactions completed after 3pm, or having supporting documentation (for example: transactions related to foreign currency) provided after 3pm may be processed in the next WORKING day. Can I transfer funds to another bank on a public holiday?You may submit your instruction on a public holiday in Vietnam or in the country to which you are sending your funds to. Your account will be debited with the amount of the remittance and the telex will only be sent to the beneficiary on the next working day (if Vietnam is on a public holiday) or the telex will be sent on the same day (if the instruction is received before the cut-off time) and the beneficiary bank will process. |
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How far back can I view my account history? You may view your account history up to 90 days from today. If you do not specify a date range in View Account History, this month's account history will be reflected only. Please note that you will no longer be receiving paper statements from the point you opt for the e-Statement Request service (by clicking on e-Statement Request under Statements on the left hand menu). What exchange rate is the Networth Statement based on?If you have foreign currency accounts, these balances will be converted at the Inter-Bank exchange rates for the Networth Statement. These rates may not be indicative of the exchange rates for transfers, but rather, to provide you with the overall estimated value for your portfolio in HSBC. If you are performing transfers, please refer to the Currency Calculator at the left-hand menu. What should I do to select or deselect my accounts for online access?Please be informed that your accounts will be automatically linked to the service from the moment the accounts are opened. These accounts include current accounts, flexible deposit accounts, time deposits, loans and credit cards. If you wish to select or deselect your accounts, please proceed to Services on the left-hand menu and click on Select or Deselect Accounts. Can I check my credit card account balance, transaction history and reward points? Yes, you can as long as you are the primary cardholder. 1. To check your credit card account balance and/or transaction history, select your credit card from the Account Summary. A list of unbilled transactions will be displayed in VND (after conversion where applicable) for your respective cards. 2. To check your reward points, simply click on the Account Balance. Can I redeem my credit card reward points online? Yes, you can. However, please note that this service is available to primary cardholders only. Simply follow these steps: 1. Go to the left-hand menu and click on "Accounts" where you will view your list of accounts, including your credit card account(s). On the List of Accounts, click on your account balance. 2. The credit card rewards points will be displayed with the 'Redeem' button at the bottom. 3. Click 'OK' at the prompt to logoff and proceed to the Credit Card Redemption page. 4. At the redemption page, you can list all the redemption items in the catalogue by two methods listed below: • Search by Reward Points (Enter your total bonus points in the box that reads "Browse by points") • Search by Reward Categories To complete the redemption request, you will be prompted to enter your Internet Banking Username, Password and Security Code. How far back in record can I retrieve transactions for my credit card account via Internet Banking? You may retrieve your transactions up to your last credit card statement. Why can't I view my credit card transaction history? You should be able to view your credit card transactions unless: a. You are the supplementary cardholder. Please note that this service is available to primary cardholders only. b. You have not linked your credit card to the service. To do so, click on 'Services' on the left-hand menu and proceed to "Select or Deselect Accounts" where you can link your credit card by checking the tick-box next to your credit card. Why don't I see some of my recent credit card transactions? For your HSBC Credit Card (issued in Vietnam) transaction listing, only those transactions that have been presented by the respective merchants will be shown. As such, you may not view the latest charge (for example, made an hour ago) to your HSBC credit card. What should I do if I encounter a discrepancy on my credit card transaction history? If you find a discrepancy in your transaction history, please contact our 24-hour hotline at (84 8) 37 247 247 for assistance. Why do I see a CR sign beside my credit card transaction amount?The CR sign represents a Credit. When this is reflected beside your account balance on the Accounts page, it means your card is in credit position. If this is displayed beside an amount of a transaction on the card transaction history, then it refers to a credit amount to your card. |
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Are there Maximum Bank Limits allowed for different transfers? Yes, the limits are as below:
Can I make transfers to and from any of my accounts?You can make transfers to most of your Internet Banking accounts. However there are some limitations to the transfer feature, for example, you cannot transfer funds to repay your loans with us. When I transfer money, is the transfer effective immediately?This depends on the nature and timing of the transaction. For transfers to other HSBC accounts in Vietnam, this will be effective immediately if it is received before the cut-off time for that day. For payments to HSBC Credit Cards, this will be effective the next working day. For more details, refer to the Cut off Times in the FAQ Index. Why are there so many options for me to input the beneficiary bank's information in the Transfers screens for funds going to other Banks?• For the Transfers - To Local Banks, there are 3 ways you can indicate the bank which you want to send funds to: a. From our pre-selected dropdown list of most banks in Vietnam b. By keying the beneficiary bank's information such as the name and address We would recommend using our dropdown list as it will be easier and faster for you to indicate your choice. In addition, there will not need to be any manual intervention by the Bank, meaning that your payment will be sent out quicker to the beneficiary. • For the Transfers – Overseas account, you will need to select the country you are sending payment to and then provide the beneficiary’s bank details. Why are there so many options to determine when and how often my transfer is made?There are essentially 3 ways to instruct us when you want your transfer effective: • Transfer now: To make the transfer immediately (if submitted within cut-off time) or the next available opportunity (at the start of the next working day) • Future transfer: To make the transfer at a later date pre-defined by you (thus you need to indicate the exact working date you want us to make the transfer). Please note that you can only set up a future transfer within the next 30 working days. • Recurring transfer: To make more than one frequency of the same transfer for a set period. This ensures that you only need to give us the details of your transfer once and we will follow your instruction for when and how often you wish to make the same transfer. How can I view those transactions done on my account?The Account History allows you to view all transactions done on your accounts for the last 60 days. Must I set a limit before I can do a third party funds transfer online?Yes, You must establish your preferred limit before you can effect a funds transfer via Internet Banking. This enhanced feature of Internet Banking gives customers the flexibility of setting their preferred limits. You will need to authorise your limit by completing and sending us the Authorisation Form. What are the charges for online third party transfers?There is no difference in transaction fee for third party transfers to other banks in Vietnam made in Internet Banking or made at counter. What should I do to increase my personal transfer limit? Just download the "Change Daily Transfer Limit" form from www.hsbc.com.vn, fill in your preferred limit in VND, sign and mail it to us. What does "Telegraphic" and "Notes" refer to?• "Telegraphic" refers to Telegraphic Transfers exchange rates. • "Telegraphic we buy" refers to the exchange rates of telegraphic transfers that the bank may use to convert your foreign currency into Vietnam Dong. • "Telegraphic we sell" refers to the exchange rates of telegraphic transfers that the bank may use to convert your Vietnam Dong to foreign currency. • "Notes" refer to the Notes exchange rates. • "Notes we buy" refers to the exchange rates of cash / notes that the bank may use to convert your foreign currency into Vietnam Dong. • "Notes we sell" refers to the exchange rates of cash / notes that the bank may use to convert your Vietnam Dong into foreign currency. |
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What are eAdvices? eAdvices are acknowledgement messages that are sent to you via the email channel under Mailbox. Advices that are available via Internet Banking are mainly transactional advices. Other advices that may require your immediate attention (such as the "Installment Overdue Reminder" and the "Account Overdue Reminder") will not be available via Internet Banking. These advices will continue to be mailed to your correspondence address. Please note that your eAdvice service is defaulted at the point of registration. What are eStatements?eStatements are simply your bank statements in an electronic form. It is presented in Portable Document Format (PDF) that can be downloaded onto your own computer. eStatement will only be generated on the upcoming statement date. Will I be receiving my bank statements via postal mail each month if I opt for the eStatements?No. With eStatements, you can only access your bank statements online, i.e. by logging on to Internet Banking. You will not be receiving your bank statements via post if you have opted for eStatements. |
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Which accounts can I use for the Bill Payment service? You can pay your bills using your personal or joint VND Current/Flexible Deposit Accounts. Do I need to apply before I can use the Bill Payment service?You can pay your bill to our Bill Payment merchants without prior application. How do I pay my bills using the Bill Payment service?From the Pay Bills menu, select the Add Payee function to input key details of the merchant (e.g. merchant name and your customer code/ID on the bill). This permits you to personalise your own Bill Merchant list and allows you to select the specific bill record for future payments. Then, proceed to select the Pay a bill function to complete your bill payment process. We are constantly inviting companies, clubs and other organizations to be listed on the Payee List as participating billing organizations. So for merchants that are not in our list yet, please give us your suggestions of which merchants you would like to be included. When I make a Bill Payment, is the payment effected immediately?For bill payment made before 3pm from Monday to Friday*, it will be processed on the same day. For bill payment made after 3pm from Monday to Friday*, it will be processed on the next working day. *The cut-off time of 3pm is valid for a normal, working day only. If any of these days is a public holiday, regardless of when the bill payment is made, the transaction is treated as the next working day's transaction. To ensure sufficient time for your billing organisation to process your payment, we would advise that you effect your payment 2 working days in advance. Can I forward date my bill payment?You can forward date your bill payment for a period up to 30 days in advance. Can I delete or change my forward dated bill payment if it is not processed yet?You can select the payment from the Future Payments link and delete it. Will I be charged for using the Bill Payment service?You will be pleased to know that Bill Payment service is offered to all customers at no extra cost. Is there a maximum limit when I use the Bill Payment service?Yes, the maximum daily limit for Bill Payment service is 80.000.000 VND. Can I make a Bill Payment on a Saturday, Sunday or Public Holiday?Yes, you can. However, the merchant will receive your payment on or after the 2nd working day. What happens if I made a payment to a wrong account?Please call our 24-hour Customer Service Hotline at (84 8) 37 247 247 from overseas for assistance. Alternatively, you may contact your merchant directly. May I use my Foreign Currency account to make a Bill Payment?Sorry, Bill Payment service is not available for foreign currency accounts. Please make your payments with your VND currency accounts instead. What should I enter for the Customer code/ID on the bill?Since the Customer code/ID on the bill varies across different billing organizations, please call our Customer Service Hotline at (84 8) 37 247 247 for Internet Bankingfor assistance. For merchants that do not allow me to input the Customer code/ID on the bill at the Add Payee screens, what should I do?For the merchants, the bill reference numbers will only be on a one-time basis, and thus will be different every issuance. We prevent setting up these bills as templates so that for subsequent payments, you will not retrieve the old templates and pay to a wrong billing account. If you wish to pay these bills, simply proceed to Add Payee (if you have not done so) and setup the payee with the billing organisation name only. Next, proceed to Pay bills or Pay multiple bills. |
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Am I charged for registering Internet Banking? No. You can enjoy our online service free of charge. Do the people I send money to have to pay anything?For transfer to other HSBC accounts in Vietnam, it is free of charge. For local transfer (to other local banks), all charges will be born by Remitter. Please click on Fee and Charges on the left menu of your Internet Banking. For overseas transfer, you will have three options: • Charges paid by the party sending funds • Charges paid by the party receiving funds • Charges are shared by both parties. How can I find out the bank's tariff?Please click on Fee and Charges on the left menu of your Internet Banking. |
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