Frequently Asked Questions

A1: How do I register for the HSBC PhoneBanking Service?

You may register for the HSBC PhoneBanking service in any of the following ways:

• Register instantly through (852) 2233 3322 for HSBC Premier customers, (852) 2748 8333 for HSBC Advance customers or (852) 2233 3000 for Other Personal Banking customers or using your ATM PIN as first time authentication
• Register instantly at any HSBC ATM in HK using your ATM PIN
• Complete a "Personal PhoneBanking Service Enrolment Form", available at www.hsbc.com.hk, all HSBC branches and the above hotline. The request will normally be processed within 3 working days (excluding Saturday, Sunday and public holiday) upon receipt of the form.

If you need to transfer money to a third party (registered or non-registered) or pay bills to Hong Kong Jockey Club or other financial institutions via PhoneBanking services, please also complete a "Personal PhoneBanking Service Special Instructions/Cancellation Request Form" available at www.hsbc.com.hk, all HSBC branches and the above hotlines. The request will normally be processed within 3 working days (excluding Saturday, Sunday and public holiday) upon receipt of the form.

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A2: Is it safe to use my ATM PIN to register for PhoneBanking Service/reset my PhoneBanking PIN? What security measures has your Bank taken to protect me?

Please be assured that the PIN must be input directly to the Voice Response System by customer and no manual checking will be involved during the process. Also, your non-registered third party transfer limits for PhoneBanking will be reset to zero for security purposes when you use your ATM PIN to reset your PhoneBanking PIN through automated phone.

In addition, our PhoneBanking service will suppress PhoneBanking registration/PhoneBanking PIN reset with an ATM PIN if you have input the wrong ATM PIN twice (cumulative across Personal Internet Banking, ATM, PhoneBanking channels).

We strongly encourage you to use different PINs for your ATM service and PhoneBanking service and to change your PINs regularly for greater protection.

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A3: Why can't I use my ATM PIN to register for PhoneBanking Service/Reset PhoneBanking PIN?

This can be due to inputting incorrect ATM PIN for two times (cumulative across Personal Internet Banking, ATM, PhoneBanking channels).

Incorrect input of ATM PIN for a third time at any channel will block the ATM function. When this happens, customers will not be able to withdraw cash at the ATM. To prevent this from happening, PhoneBanking registration or PhoneBanking PIN reset with ATM PIN will be suppressed when the cumulative incorrect ATM PIN input count reaches 2.

If you have forgotten your ATM PIN, please apply at our HSBC Internet Banking or visit our branch. The ATM PIN will be sent through ordinary mail within 4 working days after we receive your instruction.

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A4: Why can't I register for PhoneBanking Service/Reset PhoneBanking PIN?

It can be due to the following:

• Input an incorrect ATM card number or credit card number
• Input an incorrect ATM PIN

Please check your ATM card number/credit card number/ATM PIN again. You may also register for PhoneBanking service/reset PhoneBanking PIN through the following ways:

For registration of PhoneBanking service

• Via an HSBC ATM in Hong Kong by inputting your ATM card number or credit card number and the related ATM PIN
• Complete a "Personal PhoneBanking Service Enrolment Form" available at www.hsbc.com.hk, all HSBC branches and (852) 2233 3322 for HSBC Premier customers, (852) 2748 8333 for HSBC Advance customers or (852) 2233 3000 for Other Personal Banking customers. The request will normally be processed within 3 working days (excluding Saturday, Sunday and public holiday) upon receipt of the form. We will send out the notification letter informing that the new PhoneBanking PIN can be collected at the branch you selected on the form after we have processed your application.

For PhoneBanking PIN reset

• Via an HSBC ATM in Hong Kong by inputting your ATM card number or credit card number and the related ATM PIN
• Complete a "Personal PhoneBanking Service Special Instructions/Cancellation Request Form" available at www.hsbc.com.hk, all HSBC branches and the above hotlines. The request will normally be processed within 3 working days (excluding Saturday, Sunday and public holiday) upon receipt of the form. We will send out the notification letter informing that the new PhoneBanking PIN can be collected at the branch you selected on the form after we have processed your application.

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A5: I have forgotten my PhoneBanking PIN, how can I get it?

You can reset your PhoneBanking PIN in any of these ways:

• Reset it instantly through (852) 2233 3322 for HSBC Premier customers, (852) 2748 8333 for HSBC Advance customers or (852) 2233 3000 for Other Personal Banking customers by inputting your ATM PIN (non-registered third party transfer limits for PhoneBanking will be reset to zero for security purposes).
• Reset it instantly at an HSBC ATM in Hong Kong using your ATM PIN.
• Complete a "Personal PhoneBanking Service Special Instructions/Cancellation Request Form" available at www.hsbc.com.hk, all HSBC branches and the above hotlines. The request will normally be processed within 3 working days (excluding Saturday, Sunday and public holiday) upon receipt of the form. We will send out the notification letter informing that the new PhoneBanking PIN can be collected at the branch you selected on the form after we have processed your application.

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A6: Why can't I transfer money to a third party account after reset of PhoneBanking PIN?

For security reasons, transfer limit for PhoneBanking non-registered third party account will be reset to zero when you use your ATM PIN to reset your PhoneBanking PIN through automated phone.

To set up a daily transfer limit for non-registered third party account complete a "Personal PhoneBanking Service Special Instructions/Cancellation Request Form" available at www.hsbc.com.hk, all HSBC branches and (852) 2233 3322 for HSBC Premier customers, (852) 2748 8333 for HSBC Advance customers or (852) 2233 3000 for other Personal Banking customers. The request will normally be processed within 3 working days (excluding Saturday, Sunday and public holiday) upon receipt of the form.

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A7: If I need to transfer money to a third party, can I set up the transfer list through PhoneBanking?

To set up a transfer list, you may complete a "Personal PhoneBanking Service Special Instructions/Cancellation Request Form" available at www.hsbc.com.hk, all HSBC branches and (852) 2233 3322 for HSBC Premier customers, (852) 2748 8333 for HSBC Advance customers or (852) 2233 3000 for Other Personal Banking customers. The request will normally be processed within 3 working days (excluding Saturday, Sunday and public holiday) upon receipt of the form.

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A8: Do I need to register for PhoneBanking service whenever I apply for another account or credit card with HSBC?

With 'automatic account registration', you do not need to register for PhoneBanking service even when you apply for another self-named sole account or credit card with HSBC.

If you want to operate either-one-to-sign joint accounts through PhoneBanking services, please add the joint account to your transfer list by completing a "Personal PhoneBanking Service Special Instructions/Cancellation Request Form". This form is available at www.hsbc.com.hk, all HSBC branches and (852) 2233 3322 for HSBC Premier customers, (852) 2748 8333 for HSBC Advance customers or (852) 2233 3000 for Other Personal Banking customers. The request will normally be processed within 3 working days (excluding Saturday, Sunday and public holiday) upon receipt of the form.

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A9: I have set up automatic account registration under my PhoneBanking account, why I cannot access my credit card?

It is possible that you have used different customer identification documents for your accounts and credit cards. If this is the case, you may visit our branch to update the records of all of your accounts using the same customer identification document. You can then enjoy added convenience when using PhoneBanking service.

It is also possible that you have previously selected not to access your credit card via PhoneBanking services. You can add the credit card to your PhoneBanking service.

Please call (852) 2233 3322 for HSBC Premier customers, (852) 2748 8333 for HSBC Advance customers or (852) 2233 3000 for Other Personal Banking customers and talk to our Customer Service Officer for direct assistance.

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A10: How can I check the details of my transfer list and transfer limit for Third Party Accounts?

You may check the details of your transfer list and transfer limit for Third Party Accounts by:

• Visiting Personal Internet Banking (non-registered third party accounts only)
• Visiting any HSBC branch (both registered and non-registered third party accounts)
• Calling our (852) 2233 3322 for HSBC Premier customers, (852)2748 8333 for HSBC Advance customers or (852) 2233 3000 for Other Personal Banking customers

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A11: If I have both sole and joint personal accounts at HSBC, does it matter which account I input for verification?

Both accounts will be accepted for verification. However, inputting a sole account will give you faster access to the PhoneBanking service. If a joint account is used, you will need to also input your customer identification number for verification.

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A12: Why do I need to input my customer identification number for verification?

You will be asked to input your customer identification number (HKID or Passport No.) only if you have used a joint account number for verification. This is to ensure the right customer profile is provided for you to enjoy the PhoneBanking service.

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A13: Can I input an investment account for verification? What type of account can be recognised for verification?

You can input any self-named bank account number (sole or joint) and any credit card account number for verification.

Bank accounts includes HSBC Premier, HSBC Advance, SmartVantage, current account, HK Dollar savings account (passbook savings & Enhanced Statement Savings Account) and Enhanced Statement Multi Currencies Savings Account; but does not include investment accounts (standalone or bundled) and foreign currency accounts (standalone or bundled with integrated accounts).

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A14: Can I still use the Express Stock Order Placement Hotline?

Yes. The Express Stock Order Placement Hotlines for HSBC Premier customers ((852) 2996 6822) and HSBC Advance customers ((852) 2996 6833) will remain as standalone hotlines.

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A15: Can I report lost my ATM/credit card through the PhoneBanking hotline?

Yes. You may call the following hotlines to report a lost ATM/credit card.

• HSBC Premier customers – (852) 2233 3322
• HSBC Advance customers – (852) 2748 8333
• Other Personal Banking customers – (852) 2233 3000

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