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E-statements

e-statements

eStatement

As part of HSBC's efforts to conserve the environment, at a click of a mouse you can enjoy the convenience of receiving your statements online, while helping to save paper. As of 1st April all existing Internet Banking customers will be receiving e-statement/e-advice online. Lets join up to save the environment!

 

eStatements allows you to quickly and securely view your statements online. eStatements are available for all your Deposits and Credit Card accounts.

With eStatements you have:

  • An electronic version of your paper statement - go paperless!
  • Statements archived for quick history reference
  • Always receive your statements in time and never get lost in the mail
  • Printing options - print your statement as many times as you like or not at all

General

What are e-statements?
E-statements are simply your bank statements in a different form. It is presented in Portable Document Format (PDF) that can be downloaded onto your own hard-disk. Once printed, it looks exactly the same as your paper statement. 

What are e-advices?
E-advices are acknowledgement messages that are sent to you via the internal email channel. Advices that are available via online@hsbc are mainly transactional advices.

To access your e-advices, simply proceed to the "Services" section and "Read Message" on the left-hand menu and you can see the list of messages displayed. Simply click on the corresponding title in order to display the messages. 

If I am already on e-advices, will I still receive paper advices?
No, unless it is advices that may require immediate action (such as the "Installment Overdue Reminder" and the "Account Overdue Reminder"). Such advices will continue to be mailed to your correspondence address.

I received a message 'Portfolio advice' which states that I will receive a paper advice, Why did this happen?
The Portfolio advice lists out all your available accounts and saved transfers in online@hsbc. If there are too many saved transfers to list in the portfolio advice, a paper advice will be generated instead. To resolve this issue, you must delete any saved transfers which are redundant or not in use.  

To view / delete your saved transfers, click on 'Transfers' in the left hand navigation bar, and select 'Saved transfers. Select the category of transfers you wish to view, and click 'Retrieve'.

Once you’ve retrieved your saved transfers, select one to delete and click on the delete button.

What are the benefits of using e-Statement?
- It ensures timely delivery of your statements in a secure and private manner. Only you can access your e-statement online.
- You can access your e-statement right from the comfort of your home or office. In addition to that, your e-statements can be easily saved and stored in your computer.
- As long as you can access the Internet with the recommended software, you can access your HSBC account and credit card statement from anywhere in the world.

Do I have to pay for using e-Statement?
No, e-Statement is available free of charge.

How do I register for e-statements and e-advices?
e-Statements and e-Advices are only accessible from HSBC's Internet banking services therefore as an HSBC customer, you would be required to register for HSBC's Internet banking services in order to access the e-Statement and e-Advice.

As of 1st April 2009, we have defaulted all HSBC's internet banking customers to e-Statement and e-Advice for your convenience. This means that all our existing and new HSBC internet banking customers will be automatically registered for e-statement and e-advice.

For those who are not yet on e-Statement, please find below on how to register for the service manually;

a. When you log in to online@hsbc, click "statements/advices" on the left hand menu.
b. Click "set-up banking e-Statement and e-advice (one time only).
c. select the options 'e-statements only' and 'e-advices only'.
d. Click 'confirm' to complete your request.

Once you are registered for e-Statement, you will receive e-Statements for most of your bank accounts that are listed in the Internet Banking service. However, you must register for your credit card e-Statement separately.

How will I know whether my request to change my e-Statement options has been processed?
You can call our Call Centre on 2252 252 and ask any Telephone Service Representative for confirmation. 

What do I need to be able to use this service?
You will need Acrobat Reader 5.0 and above to view your e-Statements.

How do I know if my e-Statements have been sent?
You can be notified that the e-Statement is ready for viewing, either by messaging via internet banking or email. If you wish to be notified by email, you will need to update your email address either through internet banking, or through any HSBC branch.

How soon will I get my e-Statement?
You will receive your e-Statements around the same period you normally receive your paper statements.

Do I need to provide my personal e-mail to receive e-Statements?
No. Your e-Statements will be sent to your internet banking account for additional security. 

How long will my e-Statements be kept? 
Your e-Statements will be kept for up to 12 months.

What happens to my paper statements if I were to subscribe to e-Statements?
You will no longer receive any paper statement for your banking account(s) previously on paper statements.

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Security Measures

How will I know if the e-Statement service is secure?
e-Statement is sent to your individual internet banking account. You will need to logon to your internet banking account with your internet banking ID and password before you can actually view your statement. 

What precautions can I take for e-Statement?
a. Never reveal your internet banking ID and password to anyone
b. Do not use predictable numbers such as your birth date or your phone numbers, as your password.
c. Change your password regularly.
d. Always memorise your user ID and password. Try not to write it down. If you cannot remember your user ID or password, you should always disguise the password and keep it in a safe place separate from where you keep your card account details
e. Remember to disable your auto-complete function on your browser, as this will make your user ID and password automatically available to anyone having access to your PC.

What is the meaning of the padlock displayed at the bottom of the browser?
It signifies the Secured Socket Layer (SSL) encryption technology deployed by HSBC to protect all your information transmitted between your Personal Computer browser and the Bank's systems over the Internet. Because your browser supports the security protocols used by our site, a pad lock icon is displayed on the status bar while you are using e-Statement services

What should I do if I cannot open my e-Statement? 
Should you encounter any difficulties viewing your statement, please contact our call centre service on 2 252 252.

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Troubleshooting

What can I do if my e-Statement does not seem to appear after clicking?
You may have a pop-up blocker which prevents your e-Statement from appearing. Please check the following:
- Go to Internet Explorer 'Internet Options', under the 'Tools' menu, and go to the 'Privacy' Tab. De-activate the Pop-up blocker and re-start the Internet browser.
- Check if you have a special toolbar installed on your Internet browser. Eg. Yahoo / Google toolbar. These toolbars have their own pop-up blocker, which must be de-activated.

Please also check that you have the following software:
- Adobe Acrobat 5.0 or higher.
- The minimum required version of your Internet Browser. i.e.. Internet Explorer 5.0 or Netscape Communicator 4.07.

If the problem still persists, please contact our Call Centre on +673 2 252 252 or toll-free number 1-800-0252 (not available for mobile phones) for assistance. 

I cannot receive my e-advice it says that I will receive paper statements instead.
To resolve this problem, you will need to delete the e-Advice held in the system. As a rule, you are only able to store a maximum of 15 messages

Why does it take so long to view my statements? 
The response time is affected by several factors, including:
- the speed of your modem connection.
- the speed / configuration of your Personal Computer, and
- the amount (volume) of network traffic over the Internet during the time you are using the service.

You may consult your vendor/service provider for the appropriate configuration/settings if the response time is much slower than what you normally experience with HSBC's internet banking service.

What should I do if I cannot open my e-Statement? 
Should you encounter any difficulties viewing your statement, please contact our call centre service on 2 252 252.

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Hotline Numbers

Call us at 1-800-0252 in Brunei or (673)2 252 252 from overseas