Frequently Asked Questions

No, you only can set up a Digital Secure Key on 1 device. If you want to use the app on another mobile device, you can go to "Profile" tab at the bottom right of the app screen, select "Manage Device" option to remove the device. Tap on "Remove Device".

After removing a mobile device, you can set up the app on another mobile device to access the app as normal.

Once you set up the app successfully and log on for the first time using your 6-digit PIN created while you were setting up the app, you will be suggested to activate Biometrics for future logon if this is available on your mobile device (Touch ID/ Face ID for iOS or Fingerprint for Android). You can disable Biometrics log on in the "Manage Security", which can be accessed through the "Profile tab" on your app.

If you change the Biometrics settings or update your biometric records on your mobile device, you will need to confirm your Biometrics again the next time you log onto the app.

Yes, you can still log on the app using your 6-digit PIN, which was created when you set up your mobile app. You can, at any time, flexibly choose between using either biometrics or the 6-digit PIN to log on.

When you enable biometric log on for the HSBC Vietnam app, any kind of biometrics stored on your device can be used to log on to the HSBC Vietnam. For security reason, please make sure that only your own biometrics are stored in your mobile device(s) on which the HSBC Vietnam app is used.

Mobile Banking is a wireless Internet-based service that allows safe and convenient banking on the go through your mobile device. It gives you access to our key Internet Banking features and services including: balance enquiry, transactions history retrieval, bill payment, fund transfer, and rate enquiries.

Mobile Banking is designed specifically for ease of use on mobile devices. Your phone's built-in features like touchscreens are used and information is properly formatted for a smaller screen.

Mobile Banking works on any type of mobile line with an internet connection. Please check with your service provider regarding the data charges that might apply.

There are no bank charges for using HSBC Mobile Banking. Please be informed that Mobile Banking uses data transfers. Please check with your service provider regarding data charges that may apply.

Apple iPhone or Android - powered devices will need to download the free HSBC Mobile Banking app from the Apple App Store or Google Play Store.

No, you do not need to register. To access HSBC Mobile Banking, please use your existing Internet Banking log on details.

There is no URL (address) for Mobile Banking, if you key in www.hsbc.com.vn on your mobile device's browser, the full HSBC website will appear.

You can access the full version of HSBC Internet Banking by logging on through our website www.hsbc.com.vn via your computer. 

Yes. HSBC Mobile Banking is accessible anywhere as long as you have a connection to the internet via your mobile device. Please note that you may incur roaming data charges while overseas. Please check with your service provider for data charges that may apply. 

Yes. You must be a registered HSBC Internet Banking user to use HSBC Mobile Banking.

No. The same security credentials, such as username, password and security code are used for both HSBC Internet Banking and HSBC Mobile Banking. If your HSBC Internet Banking account is cancelled, you will not be able to access HSBC Mobile Banking.

Transfers via HSBC Mobile Banking are currently applicable to "transfer now" and "transfer later". To schedule recurring transfer, please access HSBC Internet Banking using your computer.

No. To change or delete a scheduled payment, please access HSBC Internet Banking using your computer.

For security reasons, your HSBC Mobile Banking session will be automatically terminated after 10 minutes of inactivity. You will then need to log on again.

It depends on your device and data plan. Some devices cannot multitask. If you accept a phone call or SMS whilst using Mobile Banking, your session may be terminated. You will then need to log on again.

Yes, Mobile Banking is as safe as Internet Banking because the same security measures are used.

For security reasons, your HSBC Mobile Banking session will be automatically terminated after 10 minutes of inactivity. You will then need to log on again.

Please check your internet connection and signal quality. Make sure that the internet connection (WiFi or mobile broadband) is available. 

Connection speeds vary with service providers, data plans and geographical locations. If you experience a slow response while using HSBC Mobile Banking, please check with your telecommunication service provider. 

This occurs because the new HSBC Mobile Banking does not support mobile phone's browser. You need to launch the HSBC Mobile Banking Application to access HSBC Mobile Banking functions.

Yes, you can update (add/ edit) your phone number and email address using the HSBC Vietnam app.

1. Download latest version of HSBC Vietnam app and log on.

2. Select Profile icon at the top right corner> Click on the Name tag > About me > Contact detail 

3. Explore Update Contact Details journey by selecting Phone number or Email address to add or edit. 

You can now update both local and international phone number using HSBC Vietnam app.

To avoid malicious software attacks, please:

• Be cautious and do not click on any suspicious links or download apps from untrusted or unverified channels - these links or apps may contain malware that can be harmful
• Never grant full control of your device to any third party or share your screen unless you’re absolutely certain of the source’s trustworthiness

We strongly suggest that you turn off accessibility permissions from your device settings, and/or uninstall all unnecessary apps.

We encourage you to download apps from official app stores only.

Due to a recent increase in the number of malware scams, we have enhanced our security measures on Android devices to detect potentially high-risk apps. If you're using an Android device, you won't be able to use the HSBC Vietnam app if accessibility permissions are detected. You'll receive an alert message before the app exits its launch. However, you'll be able to restore access to the app and continue using it as usual once you turn off the listed app’s accessibility permissions and/or if you uninstall the listed app.

For devices using Android operating system: The open ecosystem of Android allows the installation of applications from unknown sources. Therefore, the new security measures are applied to further enhance your protection against malware that can take over your device, leading to potential fraud. To avoid being blocked from accessing the HSBC Vietnam app, you should only download and install applications from official app stores.

For devices using iOS operating system: these devices are not affected as the iOS ecosystem does not officially support untrusted apps.

Accessibility services such as screen readers or text to speech enhance the user interface and assist users with disabilities or those who might have difficulty fully interacting with a device. These services require granting extensive permissions to apps, enabling them to read the text on screen or record characters typed using the keyboard on the device.

In the wrong hands, this could be exploited to record confidential data such as your mobile banking logon credentials, which could lead to a leak of your critical financial information.

Please do all of the following:

a. Turn off the accessibility permissions on your device for all apps before launching the HSBC Vietnam app.

For example, on Samsung mobile devices with the latest One UI user interface, you can navigate to Settings > Accessibility > Installed apps.

b. Reset your keyboard to default.

For example, on Samsung mobile devices you can navigate to Settings > General management > Samsung keyboard settings.

c. In some devices, you may also need to turn off screen reading from device settings before launching the HSBC Vietnam app.

For example, on Samsung mobile devices you can navigate to Settings > Accessibility > Talkback > toggle off.

Note: The steps to turn off an app’s accessibility may differ by phone model. Please refer to the possible steps of popular phone models below or check with your device manufacturer.

Customer data (including security and data privacy) is important to us. Our security scanning doesn't involve monitoring any activity or conducting surveillance on your device.

To restore access and continue to use our app as usual, you must turn off the accessibility permission for the listed apps (Go to device settings > Accessibility) or simply uninstall them.

• The official app stores include:
• Samsung Galaxy Store
• Amazon App Store
• Huawei App Gallery
• Xiaomi Mi Get Apps
• OPPO App Market
• OnePlus App Gallery
• HONOR App Gallery
• Google Play Store

Please close the HSBC Vietnam app and relaunch it. You'll be able to restore access and continue using our app as usual if the listed apps' accessibility permissions have been turned off and/or the listed apps have been uninstalled.

We detected apps on your device that are from sources other than the major phone manufacturers’ app stores.

While we are introducing extra safety measure to further strengthen our efforts to protect Android device users from potential fraud incidents resulting from malware, we encourage you to download apps from official app stores only.

We would also suggest that you turn off the affected app accessibility permissions from your device settings, and/or uninstall the apps if not needed, to prevent malware from harming your phone.

Your security and privacy are our top priority.

If you see the alert page, it doesn't mean your bank account is at risk. The new measure helps protect your account by making it harder for fraudsters to put malware on your Android device and compromise your account.

When you turn on push notifications, we'll send you updates on credit card spending transactions to help you manage your credit card activities.

More notifications will be launched soon to help you keep track of your account activities.

To opt in to receiving push notifications, you can click the Bell icon (next to profile icon) or follow steps below to enable push notifications.

You can turn off notifications at any time in 'Communication preferences'.

To turn notifications off:

If you turn off the push notifications, you will start receiving SMS notifications right away.

Depending on the current settings on your phone, notifications may show up:

You can change how you see notifications in your phone settings.

To find out more:

Network connectivity issues or the data and battery optimization settings on your device may delay or block some notifications.

Android users: Google services are limited in some countries and territories and your device may not be able to receive push notifications while it’s located in those areas.

Don’t worry, if this ever happens, the notifications via registered email will still be sent in parallel with notifications via HSBC Vietnam app and/or SMS.

Once you've logged on to the HSBC Vietnam app, you can access your push notifications by tapping the Bell icon on the top right corner of the Accounts page. You will find notifications from the past 60 days.

Once you've removed the profile from your old device and added it to your new device, you should click the Bell icon (next to the profile icon on the Accounts page) to turn on push notifications.

Pay with Points allows HSBC Credit Cardholders to use Reward Points to make payment for the credit card balance using the HSBC Vietnam Mobile app.

Credit cardholders of a valid HSBC Visa and Mastercard credit card issued by HSBC Vietnam with sufficient reward points are eligible to utilize Pay with Points, details as following below:

• HSBC Visa Classic Credit Card
• HSBC Visa Platinum Credit Card
• HSBC Premier World Mastercard Credit Card

(Visa Cash Back Credit Card is not eligible for Pay with Points)

Credit card account is not in block, over limit, delinquent status.

To use Pay with Points, Eligible credit cardholders simply need to download and use HSBC Vietnam Mobile app to access Pay with Points.

The redemption amount can be treated as payment, which will be recorded into your credit card account within 2 working days. Redemption will also immediately increase your available limit.

The minimum amount of instant reward is VND 50,000 with the conversion rate:

• HSBC Visa Classic Credit Card: 5,000 Reward Points = VND 10,000
• HSBC Visa Platinum/Premier World Mastercard: 4,000 Reward Points = VND 10,000

The redemption amount must be the multiple of VND 10,000 (i.e VND 60,000, VND 70,000…)

The minimum Reward Points which can be redeemed is 25.000 Points (for HSBC Visa Classic) and 20.000 Points (for Visa Platinum/Premier World Mastercard). You cannot use Pay with Points if your reward points are under minimum requirement.

No, you cannot cancel Pay with Points redemption once confirmed.

Your reward points balance will reflect as 0 and therefore no redemptions can be made using Pay with Points.

Statement Balance, Minimum payment amount is the reference information. The detail needs to be referred to your bank statement.

There are 2 entry points to access this function:

• You can see the 'Scan QR code' function and scan a QR code before logging on - but you'll be prompted to log on before fulfilling necessary details to make transfers
• The ‘Scan QR code’ feature is available in the ‘Pay & Transfer’ tab if you've already logged on

The ‘Scan QR code’ feature is specifically designed to work with QR codes generated by VietQR through NAPAS or versatile QR codes which linked with VietQR. QR codes generated by other sources are not compatible with this feature.

Please check with your payee that their QR code is a valid VietQR code and make sure your internet connection is stable. If the issue persists, get in touch with our Contact Centre for help.

Unfortunately, you will not be able to add them to 'My payees' after completing your transfer by QR code.

At the moment, you can only save them by turning on the ‘Save this payee’ toggle and creating a nickname for them while doing the transaction.

Follow these steps to block your credit card temporarily:

Once your card is blocked successfully, we'll take you back to the 'Manage cards' screen, where you'll see your blocked card greyed out.

The primary cardholder will also get an email or SMS confirmation.

If you have temporarily blocked your credit card through the HSBC Vietnam app or our Contact Center, you can unblock it following these steps:

Once your card is unblocked successfully, we'll take you back to the 'Manage cards' screen, where you'll see your unblocked card no longer greyed out.

The primary cardholder will also get an email or SMS confirmation.

Yes. a primary cardholder can block (or unblock) a primary or supplementary card individually with the HSBC Vietnam app. Temporarily blocking your primary card won’t block your supplementary cards and vice versa.

If you temporarily block your card, you will be blocking the following types of transactions:

The following transactions can still go through even when your card is temporarily blocked:

If your credit card is lost or stolen, contact us and we can block your card permanently and issue a replacement card.

If your card is lost, stolen or compromised, call us immediately and we’ll permanently block it and send you a replacement card. You can also raise a dispute for unauthorised transactions through the normal dispute process.

Yes, your instruction will be processed immediately. Once your card is blocked or unblocked successfully, we'll send you an email or SMS confirmation.

No, your card will remain temporarily blocked until you unblock it with the HSBC Vietnam app. Call us if you want to permanently block your card.

There's no limit to how many times you can block or unblock your card.

Yes, we will still process any pending transactions even after you've blocked your card.

Follow these steps to reset your credit card PIN on the HSBC Vietnam app:

Once you've confirmed your request, we'll update your PIN instantly.

Yes, the primary cardholder can reset all the supplementary credit card PINs on the HSBC Vietnam app. You can choose a supplementary card to reset its PIN after selecting ‘Manage cards’.

You need to activate a credit card before resetting its PIN.

Follow the instructions in the error messages to retry resetting your credit card PIN. If you need further assistance, call our Contact Cente.

Follow these steps to activate your new HSBC debit card:

Once your card is activated successfully, we'll send you an email or SMS confirmation.