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Frequently Asked Questions

      Registration

How do I register for HSBC's Personal Internet Banking?

HSBC Brunei customers with an active PhoneBanking service, Debit card, and/or Credit card with a pin can register online for HSBC's Personal Internet Banking. Click here to begin the automated registration process

Non-HSBC customers may visit any HSBC branch to open account with us and apply for the PhoneBanking service to be able to sign up for this service. After you register, a Security Device will be sent to your correspondence address. You will not be able to logon to HSBC's Personal Internet Banking until you receive the Security Device.

You may also visit the nearest HSBC branch to collect a Security Device.


During Registration, I am asked to provide a series of Security Questions. What are these Security Questions for?

In the event that you may forget your password, you will be asked these Security Questions to validate your identity when you attempt to reset your password online.


Who are not eligible for HSBC's Personal Internet Banking?

This Service is not available for the following:

  • Joint account holders where the signing instructions are 'to sign jointly',
  • Minor accounts
  • Customeres who only hold a supplementary credit card with HSBC.

I cannot register for HSBC’s Personal Internet Banking as I do not have a pin for my Debit card, Credit card or PhoneBanking service. What should I do?

You may contact our Call Centre on +673 2 252 252, or Toll-free 1-800-0252 (not available for mobile phones) for assistance. Alternatively, you may visit the nearest HSBC branch to request for a replacement pin.


What are the charges for this service?

Access to your accounts through HSBC's Personal Internet Banking is free of charge. Transactions performed through HSBC's Personal Internet Banking are charged according to the internet Banking Tariff of Charges, which is available on the Internet Banking left hand navigation bar.


What equipment and software do I need to access these services?

To access HSBC's Personal Internet Banking, you will need:

  1. A computer with Internet access.
  2. Internet Explorer version 8.0 and above. Please note that HSBC’s Personal Internet Banking was designed specifically for Internet Explorer. Other browsers can be used, but may have compatibility issues.
  3. The HSBC's Personal Internet Banking screens are best viewed when screen resolution is set at 600x800 or higher.
  4. You also need to have 'cookies' and 'JavaScript' enabled on your browser. Please follow the below instructions for Internet Explorer:
    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 to be stored in your computer
    5. Click OK

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How will I know if my registration is successful?

You will be shown a confirmation page immediately after registration.

Please note that you must wait for a Security Device to be mailed to you before you can logon to HSBC's Personal Internet Banking.


What is my Internet Banking ID and Password?

The Internet Banking ID is a 6-20 alphanumeric character ID which you create during HSBC's Personal Internet Banking registration. The ID identifies you as the user of the Internet Banking Service

You will need to create a 6-8 alphanumeric character password during registration, to be used in conjunction with the Internet Banking ID and Security Device to logon to HSBC's Personal Internet Banking.


Your password is important. Follow these tips when creating your password:

  1. 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.
  2. Create a password with a combination of letters and numbers, use upper and lower cases.
  3. Your password must never be given to any other party - not even to the staff of the Bank.
  4. Never write or record your password in a way that can be read or understood by someone else.
  5. Never record your password on any software which retains it automatically, (e.g. on some versions of Microsoft Windows, the system asks if you wish to store your password so that you do not have to enter it the next time you log on. Do not select this option).
  6. Change your password on a regular basis - e.g. every 30 days
  7. Change your password frequently if you access your account using a shared PC
  8. Do not use password from other Internet sites.

I have just registered for HSBC's Personal Internet Banking, but I have not received my Security Device yet. What do I do now?

After you register for HSBC's Personal Internet Banking, a Security Device will be sent to your correspondence address on the next working day.

If you have not received the Security Device within the next 5 days, you may visit the nearest HSBC Branch to collect a Security Device.


How do I find assistance on the various questions I have on the use of HSBC's Personal Internet Banking?

You can obtain assistance or reach us by:

  • reading the "Frequently Asked Question" (FAQ) or "Help" pages available in HSBC's Personal Internet Banking.
  • Sending a secured message via our Internet Banking service, by clicking on 'Send message' under the 'Contact Centre' option.
  • Contacting our Call Centre on +673 2 252 252, or Toll-free 1-800-0252 (not available for mobile phones) for assistance.
  • Visiting any of our branches

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      Logging in


What do I need to log in?

You will require the following to log into the Personal Internet Banking service:

  • Internet Banking ID
  • Password
  • Security Device

How do I logon?

  1. Go to the HSBC Website at www.hsbc.com.bn and click the 'Logon' button on the right hand navigation bar, under the title 'Online Services'.
  2. Enter your User ID and Password.
  3. When you logon to HSBC's Personal Internet Banking for the first time, you will be prompted for the Security Device serial number and security code to activate your Security Device. You will also be asked to setup Security Questions that are required for online password reset.
  4. Once activation is completed, you will be able to logon with your Internet Banking PIN, Password and Security Code.

What is my Internet Banking ID and Password?

The Internet Banking ID is a 6-20 alphanumeric character ID which you create during registration. The ID identifies you as the user of the Internet Banking Service

You would also have created a 6-8 alphanumeric character password during registration, to be used in conjunction with the Internet Banking ID to login to HSBC's Personal Internet Banking.


What should I do if I forget my Username and/or Password?

If you have forgotten your Username, you may contact our Call Centre at +6732252252 or visit the nearest HSBC branch for assistance,

If you have forgotten your Password, you may utilize the online password reset feature. Click here to find out more.

If, for any reason, you are unable to complete online password reset, please contact Call Centre at +673 2 252 252 or visit the nearest HSBC branch for assistance.


What do I do if I am unable to logon to my Personal Internet Banking?

Please check that your user name and password were correctly entered. As the password is case-sensitive, please make sure your Caps lock is not turned on.

If the problem persists, please note the down the error message and the reference code at the end of the message and contact our Call Centre on +673 2 252 252 or the toll-free number 1-800-0252 (not available for mobile phones) for assistance.


Will I be able to change my User ID and password?

You cannot change your ID, but you may change your Password at any time.

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How do I change my Internet Banking password?

  1. Logon to the Personal Internet Banking page
  2. Go to 'Services' option in the left hand navigation bar
  3. Click the "Change internet password" link
  4. Enter your old password
  5. Enter a new password when prompted

Your password is important. Follow these tips when creating your 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.
  • Create a password with a combination of letters and numbers, use upper and lower cases.
  • Your password must never be given to any other party, not even to the staff of the bank.
  • Never write or record your password on any software which retains it automatically, (e.g. on some versions of Microsoft windows, the system asks if you wish to store your password so that you do not have to enter it the next time you log on. Do not select this option).
  • Change your password on a regular basis - e.g. every 30 days
  • Change your password frequently if you access your account using a shared PC.
  • Do not use a password from other Internet sites.

Can I access HSBC's Personal Internet Banking when I'm overseas?

Yes, you can access HSBC's Personal Internet Banking using a PC or mobile device so long as you have an Internet connection.


What should I do if I suspect that my user ID and password has been stolen or exposed to others?

You would need to change your password immediately. Your user ID will have to remain the same.


I have lost/broken my Security Device. What do I do now?

Please contact our Call Centre on +673 2 252 252 or the toll-free number 1-800-0252 (not available for mobile phones) for assistance. Alternatively you may visit the nearest HSBC branch for assistance.


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      Account Management

Can I select which of my accounts I can access online?

During the Internet Banking registration, you can select which of those accounts that you hold with the Bank to be displayed.

If you wish to change that selection, logon to HSBC's Personal Internet Banking, go to 'Services' on the left-hand navigation bar, and click the 'Select accounts' option.

If you wish to view a joint account, please contact our Call Centre on +673 2 252 252 or the toll-free number 1-800-0252 (not available for mobile phones) to setup the accounts.


What accounts can I view from Internet Banking?

You can view those accounts that fulfill the following criteria

  1. Sole accounts (Accounts that are owned solely by the Internet Banking user) or joint accounts with single-to-sign requirement.
  2. Savings accounts & Current accounts, and Term Deposits.
  3. Credit card and loan accounts
  4. All accounts must be active, meaning you have transferred funds out of the accounts or have made withdrawals on these accounts during the past 12 months.

You may also view investment accounts that you may have with the bank. However transaction details or account history for investment accounts are not available at this time.


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 the 'View Account History' section, this month's account history will be reflected only.

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Can I view the transactions belonging to all my accounts?

Yes, just click on "Account Information" and select the individual account balance enquiry for transaction details.


Can I print my account information and latest transactions?

Yes. You can select your latest transaction or historical transactions that you wish to keep and click on the print button to print the information for your tracking.


Is the information on HSBC's Personal Internet Banking up-to-date?

Yes, the available balance on your bank account(s) and available credit limit on your credit card are as of the current day. However, the current balance or amount used on your credit card does not include the pending transactions you made recently.


Can I access past account statements from before I registered for e-statements?

No, but you can request for your interim or previous statements to be mailed to you.


What should I do if I think someone is using my account or has made a withdrawal?

You should contact our Call Centre on +673 2 252 252 or toll-free number 1-800-0252 (not available for mobile phones) immediately.


What exchange rate is the Net worth Statement based?

If you have 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 (Brunei) To view the latest exchange rate , please click the option 'Currency Enquiry' on the left hand navigation bar.


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      Credit Card

Can I check my credit card account balance, transaction history and bonus points?

Yes, you can check your credit card balance and reward points. However, this service is only available to the main cardholder. The only information available to the supplementary card holder will be the rewards points relating to their own usage.

To check your credit card account balance, click on "ACCOUNTS" in the left hand menu bar, where you will view your list of accounts, including your credit card account(s).

You can click on a credit card account number to view the corresponding unbilled transactions.

You can also check your bonus points via the transaction history page.


Can I redeem my credit card reward points online?

Yes, you can. However, please note that this service is available to Primary cardholders only. Supplementary cardholders will not be able to use this service.

Simply follow these steps:

  1. Go to the left-hand menu and click on "ACCOUNTS" to view your list of accounts, including your credit card account(s). On the List of Accounts, click on your credit card number displayed.
  2. The credit card information page will be displayed with the option button "Bonus Point" displayed at the bottom. Click on "Bonus Point" and you will see your total bonus point for the credit card account.
  3. From the Bonus Point page, click on "Redeem" button and you will be directed 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 (You can click on the various sections under Living in Style, Dining, Home and Essentials, Leisure Zone and Overseas Rewards.)
  5. Enter the Quantity of the item(s) you wish to redeem. Click the 'ADD SELECTION TO CART' button to add the selections for the page you are currently viewing.
  6. Check the list in the shopping cart. You may continue to shop for other items, or edit the list of items. Click 'REDEEM NOW' when you have completed your selection.
  7. You will be prompted with a Logon page where you will be required to key in your Internet Banking ID, password and Security Code.
  8. Upon successful verification, select the branch from where you will collect the items and click on CONFIRM to submit your request.
  9. Your redemption is now completed. You will be sent a message via HSBC's Personal Internet Banking Contact Centre, informing you of your redemption. You will be contacted by the branch when order is ready for collection.

How can I make payments to my credit card account?

Making a payment to your credit card account is considered a transfer between your own accounts. Simply go to 'Transfer' in the left hand menu, and select the credit card you wish to transfer to.

Please ensure that you can view your credit card account in the 'Account Summary' before you make any transfers to your credit card. If you cannot view your credit card, go to 'Select Accounts' under 'Services' in the left hand menu to link the credit card account to your Personal Internet Banking.

This service is only available for primary cardholders.


Why can't I view my credit card transaction history?

There are several possible reasons:

  • If you are a Supplementary cardholder, you will not be able to view your transaction history. Only the Primary cardholder will be able to view both their own and the supplementary card transaction history.
  • If your HSBC Brunei Credit credit card number is not displayed in the Account Summary page, you will need to link your card to your Personal Internet Banking Service
    • Go to 'Services' on the left-hand navigation bar, and click the 'Select accounts' option.
    • Check the corresponding box next to your credit card number, and click 'Select'
    • Your Account Summary page should show the newly added account.
  • Your HSBC Brunei Credit credit card may be closed or dormant.
    • If you have not closed your Credit credit card, please contact our Call Centre at +673 2 252 252 for assistance.
    • If you have replaced your card, and your new card does not appear in the account summary, please refer to the previous procedure to link your HSBC Credit card to your Personal Internet Banking Service.

Why is the Cash Advance amount reflected on my credit card transactions different from the amount I withdrew?

The amount displayed for Cash Advance includes a transaction charge of BND20.00 or 3% of the amount withdrawn, whichever is higher. For example, a Cash advance of BND1000.00 from a local ATM machine will incur an administrative fee of BND30 (3% of amount).

Please see our Tariff of Charges for further details on Cash Advance fees.

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Why don't I see some of my most recent credit card transactions?

Any transaction or purchase from merchants may be credited to your HSBC Brunei Credit card several days after the purchase date, as they are pending for those respective merchants to present or reconcile those transactions.


What should I do if I encounter a discrepancy on my credit card transaction history?

If you find a discrepancy on your transaction history, you may mail or fax the completed Cardholder's Dispute Letter, accompanied by the supporting documents/receipt(s), to the Bank at the following address to initiate an investigation process.

Security and Fraud Risk Department
The Hong Kong & Shanghai Banking Corporation Limited
HSBC Chambers, Corner of Jalan Sultan/Jalan Pemancha
P O Box 59, Bandar Seri Begawan BS8670
Fax: 673-2241316

If it is a duplicated transaction, you may call our 24-hour Customer Service hotline at +673 2 223 359, or +673 2 252 252 during office hours.

Please note that during the process of investigation, if retrieval of sales draft is required to facilitate the investigation, an administrative fee of BND5.00 per sales draft may be levied.


Can I download my credit card transactions to my Personal Computer?

The credit card statement can be downloaded as an Adobe Acrobat PDF file to your PC by following the steps as outlined in the download option. The transactions may also be downloaded to the MS Money or Quicken accounting software.

It is highly recommended to download your credit card statements to your Personal Computer, as any transaction history or statements for closed credit cards will not be available via your Personal Internet Banking service.


What is the "Quicken / Money File Download" function?

This function allows you to download your transaction history for a specific period of time onto your hard drive, where you can then import the data into your Quicken or Microsoft Money software application. Please refer to the respective websites at www.quicken.com or www.microsoft.com for more information on these software applications.

Disclaimer : Please note that the website addresses stated in the paragraph above are external websites and are not operated within the HSBC group. We will not bear any liabilities or responsibilities for losses with regards to the continued operations, or discontinued operations, within these websites.


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How can I receive a monthly e-statement for my savings and current accounts?

Please follow the below instructions to request for e-statement

  1. Logon to your Personal Internet Banking and click on 'Statements / Advices' on the left hand navigation bar
  2. Click on e-Statement request / e-Advice request
  3. Enter a valid email address and click 'Request'.

Once the above steps are completed, your e-Statements from that point forward will be available via your Personal Internet Banking.


I want to receive my credit card statements via email or via my Personal Internet Banking. How do I request for this service?

Please follow the below instructions to request for a credit card e-statement

  1. Logon to your Personal Internet Banking and click on ‘Statements / Advices’ on the left hand navigation bar
  2. Click on Credit card e-statement request
  3. Enter a valid email address and click 'Send'.

Once the above steps are completed, your credit card e-statements from the next billing date onwards will be available via your Personal Internet Banking. A Password encrypted credit card e-Statement will also be sent to your email address, with instructions on how to determine your password.


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      Term Deposits

What is the minimum deposit requirement for opening a Term Deposit account?

The minimum deposit requirement depends on the currency of the Term Deposit to be opened. Please click here for the minimum deposit amount for each currency.


Can I set up or change my Term Deposit maturity instruction online?

Yes. You have the option to change your Term Deposit details by selecting the period of renewal, the account that will earn the interest or to close the account. Your changes will be effected on the maturity date of your Term Deposit.

You may choose the option 'Update maturity instruction' under the 'Accounts' Section in the left hand navigation bar of your Personal Internet Banking page to change your maturity instructions.


What happens to my Term Deposit Account upon maturity?

Your Term Deposit funds will be automatically renewed with the interest unless you advise us otherwise.

You may choose the option 'Update maturity instruction' under the 'Accounts' Section in the left hand navigation bar of your Personal Internet Banking page to change your maturity instructions.


I would like to setup an instruction to add or withdraw funds from my existing Term Deposit and renew it automatically. Can I do this through my Personal Internet Banking?

Yes you can. However this instruction will continually add/withdraw the specified sum at the end of every maturity period automatically.

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What if I want to change the Term Deposit amount only once?

The appropriate action would be to set maturity instructions to close the account after maturity, then re-open the term deposit with the new amount.


Can I send an instruction to withdraw my Term Deposit before maturity date?

No, you are unable to request for premature withdrawals through your Personal Internet Banking. You need to call our Call Centre at 673 2 252252, send a written request to any branch, or go personally to any branch to have your Term Deposit withdrawn before it matures.


Can I break my deposit prematurely?

You can break your Term deposit by making a specific request through our Contact Centre. However, please note the following:

  • No Interest will be paid on any Term deposit if uplifted before the completion of 3 months
  • A penalty fee will be imposed on premature term deposit withdrawal

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      Transfers

What transfers are available via HSBC's Personal Internet Banking?

The following transfers are available to you:

  • Transfers between your own HSBC Brunei accounts
  • Transfers to a third party account within HSBC Brunei
  • Bill Payments to authorized merchants
  • Transfers to another local bank
  • International Transfers

Are there limits on transfers?

There are specific daily limits for each type of transfer, as shown in the table below.

Please take note that the overall movement of funds using both the PhoneBanking and Internet Banking services on each day for each type of transaction cannot exceed the below-specified limits.

Transfer type Default daily limit
Transfers between your own HSBC Brunei accounts BND100,000
Bill Payments BND50,000
Transfers to third parties
- Transfer to local bank
- Transfers to third parties within HSBC Brunei
- International Transfer
BND0*

* For transfers to third parties, the initial limit is set to zero, but you may setup a maximum daily limit of BND65,000.


Can I make transfers to and from any of my accounts?

You can make transfers between most of your Personal Internet Banking accounts. However there are some limits to the transfer feature, such as the inability to transfer funds to repay your loans with us. Some loans, such as car loans, can be paid via the bill payment option.


If I am an HSBC Premier customer, am I eligible for any special rates for International Transfers?

Yes, HSBC Premier customers will only incur a BND10 local charge for International Transfers.*

HSBC Premier customers are also able to send their funds to their own HSBC overseas accounts for free with the HSBC Global View Service. Simply click on the button 'Global View' located on the top left hand corner of your Personal Internet Banking to visit this service.

Please click here to visit our Demo on how to use Global View services.

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If I am a HSBC Advance customer, am I eligible for any special rates for International Transfers?

HSBC Advance customers are able to send their funds to their own HSBC overseas accounts for only a BND10 local charge with the HSBC Global View Service.

Simply click on the button ‘Global View’ located on the top left hand corner of your Personal Internet Banking. Please click here to visit our Demo on how to use Global View services.


Can I change or delete transfers?

Transfers that were carried out immediately cannot be changed. If you have set up scheduled transfers or recurring transfers that are yet to be carried out, you may change these transfers via your Personal Internet Banking.

Simply click on the option via the 'Future transfers' option under the 'Transfers' section on the left hand navigation bar to view all your scheduled transfers. You may click on any of the transfers to amend the transaction details.


How do I identify transfers made through Internet Banking in my account statement?

Transfers made through your Personal Internet Banking are reflected in your account statements with a unique transaction reference number e.g. HIB 1234x5678


What are saved transfers?

Repeated transfers to the same beneficiaries can be saved as templates thus preventing the need for repeated input of details. These templates can then be used by you to transfer amounts to be specified beneficiaries whenever required.

Whenever you are making a transfer of which you wish to save a template, simply click on 'Save' or 'Save and Transfer' buttons to create a template of the transaction.


Can I remove the saved transfer, which I no longer need or entered the incorrect details online?

Yes. Simply click to the "Saved Transfers", select the saved transfer to be deleted, and click the 'Delete' button.


When I transfer money, is the transfer effective immediately?

This depends on the nature and timing of the transaction.

  • Transfers to any accounts within HSBC Brunei will be effected immediately.
  • Payments to HSBC Credit cards will be effected the next working day.
  • Third party transfers to other banks requested before 4pm on weekdays, or before 11:30 am on Saturdays will affected within the same day.
  • Any cashier's orders, demand draft and telegraphic transfers requested on public holidays, Saturday afternoons and Sundays will be processed on the next working day.

For more details, click here to view the Cut-off Times page.

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If I make a transfer to the wrong beneficiary, can I cancel or stop it?

If you schedule a transfer to be processed immediately, you may not be able to stop the transfer.

Any other future or recurring payments must be cancelled at least one full business day before the processing date (Standing Orders and Direct Debits from the Offshore Bank Account to the UK require 3 working days).

Use the cancel or change options with the Future Transfer sub-menu to delete the future transfer.


Can I pay my credit card bill via HSBC's Personal Internet Banking?

You may pay your credit card bill by using the 'transfer' option


Can I make a future transfer to my credit card?

At this time you may not make a future transfer to your credit card.


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What are scheduled transfers?

When you make transfers, you have an option to transfer immediately or on a future date. Transfers that are scheduled to occur on a future date are called scheduled transfers.


Can I set standing instructions for recurring payments?

Yes, you may setup standing instructions for recurring payments through the your Personal Internet Banking Transfers page. For example, you could set up an instructions to transfer a fixed sum of money every month to a particular account.

After setting up scheduled or recurring transfers, you may view the scheduled transfers under the 'Future Transfers' page in the 'Transfers' section.


What options do I have to determine when and how often my transfer is made?

There are essentially 3 ways to instruct us when you want your transfer effected:

  • To conduct the transfer immediately (if submitted within cut-off time) or the next available opportunity (at the start of the next working day).
  • To conduct the transfer at a later date, pre-defined by you. If this date does not fall on a working day, we will process your instruction in the morning of the next working day.
  • To conduct a recurring transfer a set period. You only need to provide the details of your transfer, the frequency of the transfer (Weekly, fortnightly, monthly etc.), and the date of the first transfer.

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      Transfer History

Can I view the history of all transfers done?

History of transfers done online can be viewed through the 'Transfers History' option


What is the difference between the Transfer History Enquiry and the Account History enquiry under View List of Accounts?

The Transfer History Enquiry screen under the Transfers function allows you to view only the Transfers done only through your Personal Internet Banking.

The Account History enquiry will provide you with all transactions, including transfers, bill payments and ATM withdrawals.


What proof do I receive for transfers made via Internet Banking?

For your security, all transfers require your confirmation before the instruction goes through. Upon clicking 'Confirm' on the review details page, the instruction will be sent for processing. For each instruction you will be given a unique Transaction Reference. This reference is your proof that the instruction is being accepted and processed. You will find this reference on the Acknowledgement page and it should be quoted on any queries you may have.


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      Transfers limits

Are there limits on transfers?

There are specific daily limits for each type of transfer, as shown in the table below.

Please take note that the overall movement of funds using both the PhoneBanking and Internet Banking services on each day for each type of transaction cannot exceed the below-specified limits.

Transfer type Default daily limit
Transfers between your own HSBC Brunei accounts BND100,000
Bill Payments BND50,000
Transfers to third parties
- Transfer to local bank
- Transfers to third parties within HSBC Brunei
- International Transfer
BND0*

* For transfers to third parties, the initial limit is set to zero, but you may setup a maximum daily limit of BND65,000.


Must I set a limit before I can do a third party transfers online?

You must establish your preferred limit before you can effect a transfer to a third party via HSBC's Personal Internet Banking. This feature acts as an additional security measure against unauthorized transfers, as well as gives customers the flexibility of setting their preferred limits. The maximum allowed daily limit for third party transfers is BND65,000.

You may submit your request through several channels:

  • Submit a third party transfer limit form via mail, or at any HSBC Expressing Banking Centre. Click here to download the required form.
  • Send a request via HSBC's Personal Internet Banking Contact Centre, specifying the details of your request and the limit you wish to set. You will be contacted via telephone to re-confirm your request within 1 – 2 working days.
  • Visit a personal banker at any HSBC branch to request for a third party transfer limit setup.

How do I change my personal transfer limits?

If you wish to increase your transfer limits, you may submit your request thru several channels:

  • Submit a third party transfer limit form via mail, or at any HSBC Expressing Banking Centre. Your request will be processed within two working days of our receipt of the form. Click here to download the required form.
  • Send a request via HSBC's Personal Internet Banking Contact Centre, specifying the details of your request and the limit you wish to set. You will be contacted via telephone to re-confirm your request within 1 – 2 working days.
  • Visit a personal banker at any HSBC branch to request for a third party transfer limit setup. Your request will be effected on the same day. If you wish to decrease your transfer limits, you may do so via your Personal Internet Banking by going to 'Services' and clicking on the 'Change limits' option.

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What are the charges for transfers to overseas banks?

Please click here to view our General tariffs for Telegraphic transfers.

Please take note that you may save 35 - 45% off Bank local charges if you conduct these transactions via your Personal Internet Banking.

For example, an International Transfer via your Personal Internet Banking may attract the local cost of BND25. If the International Transfer was ordered via the counter, a local charge of $40 would have been imposed.


How do I input the beneficiary information in the Transfers screens for funds going to overseas Banks?

For Transfers to local banks, you will need to key in the beneficiary account name and the beneficiary bank's information such as the name and address.

For International Transfers, you will need to do the following:

  1. Indicate from which account you are taking your funds out of, i.e. the debit account.
  2. Select the country you are sending the payment to.
  3. Select the closest city from your beneficiary within the country you have selected (some countries centralize their processing of funds so there may only be one choice of city in our dropdown list).
  4. Select your beneficiary's bank name and branch from the dropdown list to choose which bank to send the funds to.
  5. If the bank of your choice is not on the dropdown list, select "Other Bank" and input the details of your beneficiary's bank
  6. For UK and Australia, you are required to input a bank code to identify the beneficiary bank e.g. AU123456.

Please click here to visit our interactive demo for International Transfers for more details.


How are the charges deducted for International Transfers?

There are two possible charges levied on an International Transfer: Local charges and overseas charges.

Local charges are imposed by the remitting bank. You can determine who pays for the local charges through the dropdown list in the field name "Amount". This field contains 2 options in the dropdown list:

  1. In the currency of the debit account (local charges to be borne by the beneficiary) and
  2. In the currency of the beneficiary's country (local charges to be borne by me).

Option (1) ensures that the beneficiary will receive the transfer amount minus the local charges. You must input the remitting amount in the currency of the debit account.

Option (2) will ensure the transfer amount plus local charges will be deducted from your account. The beneficiary will receive the full transfer amount. The remitting amount must be in the currency of the beneficiary account.

Example 1 - In the currency of debit account

Debit account = Your account 001-XXXXXX-001 (BND)
Beneficiary account = USD
Transfer Amount = (1) In the currency of debit account = BND 1350
Exchange rate = BND 1.35 : USD 1
Local charge = BND 20 (USD 14.80)
Your BND account will be debited BND1350
The beneficiary will be sent BND1350 minus BND20 (USD1000 – USD 14.80 = USD985.20)

Example 2 - In the currency of the transfer

Debit account = Your account 001-XXXXXX-001 (BND)
Transfer Currency = USD
Transfer Amount = (2) In the currency of transfer = USD 1000
Exchange rate = BND 1.35 : USD 1
Charges = BND 20 (USD 1.80)
Your BND account will be debited BND1350 + BND20
The beneficiary will be sent exactly USD1000 (BND1350).

Overseas charges may be imposed by the receiving bank. You can determine who pays the overseas charges from the field "Overseas Charges Paid By" field.

If you select 'Party sending funds', the overseas charges will be deducted from your debiting account.

Please click here to view our interactive demo on International Transfers for more details.


Is there a way that I do not have to key in the account number of the third party I wish to transfer funds to every time I make a payment?

Yes, when you conduct the transfer for the first time, you can save the transfer details by clicking the button 'Save' or 'Transfer and Save'.

You may view the saved transfers with the option 'Saved transfer' under the 'Transfers' Section of the left navigation menu.

Click on a saved transfer to view the details. If you wish to conduct a transfer with the available details, just click the button 'Make a transfer'.


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      Bill Payments

What are the advantages of paying bills online?

Paying bills online saves you the hassle of writing cheques and queuing at the branch. What's more, you can avoid late payment charges as you can now do an immediate payment, set a future date or scheduled a recurring instruction for your bill payment.


Which accounts can I use for the Bill Payment service?

You can pay your bills using your personal or joint Current / Savings / Personal Line of Credit Accounts, and Credit card accounts.


May I use my Foreign Currency account to make a Bill Payment?

Yes, you may use your foreign currency account to make a Bill Payment.

For example, you may use your Australian Dollar account to make a Bill Payment for a US Dollar insurance premium. In this instance please ensure that under "Payment Amount", you select "US Dollar" as the currency of the payment, as the currency of the payment must be the same as the credit account.


Do I need to apply before I can use the Bill Payment service?

No, you can make your bill payment to our Bill Payment companies/merchants immediately after registering for HSBC's Personal Internet Banking.


How do I pay my bills using the Bill Payment service?

From the Pay Bills menu, click 'Add Payee' and select the merchant / company you wish to add as a payee. Input your bill reference number provided by the merchant / company and click 'Add'. This permits you to personalize your own Payee List and allows you to select the specific bill record for future payments.

Next, proceed to 'Pay Bills'. You will be able to select the merchants you added to your Payee list for bill payment.


What merchants can I pay my bills to?

Please click here to view a list of available merchants for bill payment via HSBC's Personal Internet Banking


When I make a Bill Payment, is the payment effected immediately?

For bill payment made before 1700 hours (GMT +8:00) on Monday to Friday and 1130 hours (GMT +8:00) on Saturday *, the merchant will receive your payment on the next working day.

For bill payment made after 1700 hours (GMT +8:00) on Monday to Friday and 1130 hours (GMT +8:00) on Saturday *, it will be treated as the next working day's transaction and the merchant will receive your payment on the second working day.

* The cut-off time of 1700 hours and 1130 hours are 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 and the merchant will receive your payment on the 2nd working day.

To ensure sufficient time for your billing organization to process your payment, we would advise that you effect your payment 2 working days in advance.


Can I pay more than one bill at a time?

Yes. Personal Internet Banking makes it convenient for you to pay any number of bills at one time. Simply click on the option 'Pay multiple bills' to pay to different merchants with one transaction.


What is "Future Payment"?

This feature allows you to schedule payments in advance so you will never miss the due date. Just enter the details of your payment and select the effective payment date. Your account will be automatically debited on that date, however, you must ensure there are sufficient funds in your account.

You can also use Standing Instruction for your regular, scheduled payments such as loan payments.

To ensure sufficient time for your billing organization to process your payment, we would advise that you effect your payment 2 working days in advance.


Can I forward date my bill payment?

Yes, you can forward date your bill payment. The option is available when creating a new bill payment, under the section 'Date and frequency'


Can I delete or change my forward dated bill payment if it is not processed yet?

Yes. You can delete any of your forward dated bill payment instructions one business day before the effective due date.

Simply go to 'Future Payments', under the 'Pay bills' option in the left hand navigation menu, and select the future payment you wish to delete or amend.


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.


How do I setup the Bill Payment limit?

The Bill Payment limit is defaulted at the maximum limit of BND50,000 per day.

If you wish to decrease the limit, you may do so via 'Change internet banking limits' option under the Services section of the left hand navigation bar.

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Is there a maximum limit when I use the Bill Payment service?

Yes, the Bill Payment service is firstly subject to your Bill Payments Limit that you must set prior to using this service (The maximum limit is BND50,000 per day). It is also subject to a Daily Transactional Limit of not more than BND100,000 across all e-channels, i.e. Phone-banking, Mobile-banking & Internet Banking.


Can I make a Bill Payment on a Saturday, Sunday or Public Holiday?

Yes, you can. However, the payment will only be processed by the billing organization on the next working day. In order to ensure sufficient time for your billing organization to process your payment, we would advise that you effect your payment 2 working days in advance of the bill's due date.


Where can I view my payment transactions?

When you click 'Payment History' under 'Pay bills' on the left hand menu, you will be able to view payments made over the last 90 days. You may print and keep this statement for your record.


What happens if there are insufficient funds in my account?

You need to ensure that sufficient funds are available before 5pm one business day before the due date.

Should there be insufficient funds in your account, your payment instruction will be rejected. You will then be notified by a message to your Internet Banking Inbox that we were unable to effect the payment for you.


What happens if I make a payment to a wrong account?

Please contact our Call Centre on +673 2 252 252 or the toll-free number 1-800-0252 (not available for mobile phones) for assistance. Alternatively, you may wish to contact your merchant directly.


How can I pay to a Billing Organization that is not found on the Payee List?

We are constantly inviting companies, clubs and other organizations to be listed on the Payee List as participating billing organizations. If you would like to have a particular organization to be listed, please email us through your Personal Internet Banking Contact Centre, under the option 'Contact Centre' in the left-hand navigation menu, and we will work towards putting them up in our Payee List.


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      Cut-Off Times

Will my instruction be carried out if I miss the cut-off times?

Yes, the instruction will still be done. However any instruction submitted after the cut-off time, it can only be processed on the next working day. Thus For example, if you submit a telegraphic transfer request on Saturday at 8pm (Brunei) to a bank outside Brunei, this will be received by our system and stored until Monday morning whereby the payment will be sent out to your beneficiary.

Please click here to see the table of cut-off times.


Can I transfer funds on a public holiday?

Yes, you may submit your instruction on a public holiday in Brunei or in the country to which you are sending your funds to. Your account will be debited with the amount of the remittance immediately and the telex will only be sent to the beneficiary on the next working day (if Brunei 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 the payment on the next working day (if the beneficiary country is on a public holiday).


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      Tariffs Of Charges

Am I charged for using HSBC's Personal Internet Banking?

The good news is that no charges are imposed for using Personal Internet Banking. Additionally, some specialized transactions such as transfer to local banks and overseas transfers will have special discounts on local Bank charges if conducted via Personal Internet Banking.


How much do I have to pay to make transfers to accounts outside HSBC Brunei?

This would depend on the type of transfer you wish to make. Please click here to view Tariff of charges.

For telegraphic transfers, the overseas bank receiving the funds will have their own charges. You have the option of having overseas bank charges deducted from your own account, or have those charges deducted from the transfer funds.


Do the people I send money to have to pay anything?

They will normally have their own bank's charges for receiving your funds. However, for telegraphic transfers (Transfers to other banks worldwide) you can setup the transfer so that all charges imposed both locally and by the beneficiary bank are paid by you.


What are the charges for online third party transfers to an account within HSBC Brunei?

A third party transfer to another account within HSBC Brunei is free.


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How do I change my personal details?

You can change and update your personal details through 'Update Personal Details' under the Services function on the left hand navigation menu. Fill in and submit the form, and your details will be updated immediately.

If you have a joint bank account linked to the Internet Banking service, your personal details will be updated the next working day.


How do I change my correspondence address?

You can change and update your personal details through 'Update correspondence address' under the Services function on the left hand navigation menu. Fill in and submit the form, and your details will be updated immediately.


I receive an error when attempting to change my correspondence address. What should I do?

If you encounter an error, please contact Call Centre at +673 2 252 252 for assistance.


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Can I request for a replacement PIN for my Debit card, Credit card or PhoneBanking Service?

You may request for a replacement PIN for your Debit card, Credit card or PhoneBanking Service at the left-hand menu under "SERVICES" and click on the sub-section "Request Replacement PIN".

You would be required to enter your 12-digit Debit card Number, 16-digit Credit card Number or your 10-digit PhoneBanking Number. Your replacement PIN will be ready for collection at our branch or will be sent to you by mail.

Note: For Debit card PIN replacement, you would need to key in your Debit card Issue Number that can be found at the bottom-right corner of your Debit card-front.


How do I change my Internet Banking password?

  1. Logon to the Personal Internet Banking page
  2. Go to 'Services' option in the left hand navigation bar
  3. Click the "Change internet password" link
  4. Enter your old password
  5. Enter a new password when prompted

Your password is important. Follow these tips when creating your 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.
  • Create a password with a combination of letters and numbers, use upper and lower cases.
  • Your password must never be given to any other party, not even to the staff of the bank.
  • Never write or record your password on any software which retains it automatically, (e.g. on some versions of Microsoft windows, the system asks if you wish to store your password so that you do not have to enter it the next time you log on. Do not select this option).
  • Change your password on a regular basis - e.g. every 30 days.
  • Change your password frequently if you access your account using a shared PC.
  • Do not use a password that you use on other Internet sites.

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Is there any email function?

Yes. We have a secure email system where you can send us messages and queries. This can be found under 'Contact Centre' in the left hand navigation menu.


How do I read messages from the Bank?

Click the 'Read Message' option under the Contact Centre option on the left hand navigation bar.

The 'Read Message' option helps you access any communication sent by the Bank to you. The communication can range from Bank updates, request acknowledgment and reminder request.


How do I delete the messages received?

When you click on the message to be read, the delete button will be available at the bottom of the page.


What banking instructions can I send to you via HSBC's Personal Internet Banking Contact Centre?

Most transactions can be conducted through our functions listed on the left navigation bar.

We do accept non-transactional requests via HSBC's Personal Internet Banking Contact Centre, including the following:

  • Updating your Travel plan
  • Increase Third Party Transfer Limits (For transfers to other banks, and International Transfers)
  • Request for update on your pending Telegraphic Transfers and transfers to other local banks
  • Investment redemption
  • Increase / decrease credit card limits
  • Request for updates on your loan or credit card application
  • Setup appointments with Personal Bankers / Relationship Managers
  • Send instruction to authorize a third party to collect items such as Debit / Credit card and Security Device on their behalf.
  • Send feedback / complaints / compliments on Bank services

The Bank may also use the Internet Banking Contact Centre to request for further information on your existing requests, or notify you on important or urgent matters concerning your accounts / requests.


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      Stop Cheque

What do I do if I have lost my Cheque book?

In the unfortunate event of losing your Cheque book, you can register a stop on a range of cheques. Please follow the instructions below:

  1. Click the "Stop cheque" option in the Services Menu.
  2. Select the account number linked to the cheque book using the provided dropdown menu.
  3. Click on the second option and enter the range of cheques numbers. e.g. 839005 to 839025. All cheques within the provided range will be stopped accordingly.
  4. Click the 'Stop' button. You will receive an acknowledgment advice on the screen. .

If you are unable to provide the cheque numbers, you may contact Call Centre at +673 2 252 252 or visit the nearest HSBC branch for assistance.

How do I stop a cheque via HSBC's Personal Internet Banking?

To stop a cheque, follow the instructions below:

  1. Click the "Stop cheque" option in the Services Menu.
  2. Select the account number linked to the cheque book using the provided dropdown menu.
  3. If you wish to stop one cheque, click the first option and enter the cheque number and amount.
  4. If you wish to stop a range of cheques, click on the second option and enter the range of cheques numbers. e.g. 839005 to 839025. All cheques within the provided range will be stopped accordingly.
  5. Click the 'Stop' button. You will get an acknowledgment advice on the screen.

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If I suspect there are unauthorized transactions in my account, what should I do?

If you suspect any suspicious activity in your account which you do not recall doing, immediately contact the HSBC Call Centre at 673 2 252252 to report this issue.


What should I do if there are disputes arising from HSBC's Personal Internet Banking?

When there are disputes arising from HSBC’s Personal Internet Banking services, you should contact the Bank either through the 'Contact Centre' function under HSBC's Personal Internet Banking, or call our Call Centre at 673 2 252252.


What happens when I notify the Bank of disputes?

When disputes are notified via HSBC's Personal Internet Banking Contact Centre , the Bank will send an acknowledgement notice upon receipt of the e-mail.

When disputes are notified via telephone, the Bank will obtain the necessary details of the dispute during the telephone call.

The Bank may contact you at a later date to obtain further details or clarification of the dispute.


When will the Bank commence investigations of a dispute?

The Bank will begin the investigation within one working day upon receipt of the dispute.


How long will investigations of a dispute take?

When the Bank has obtained the necessary details, the Bank will give you an indicative time of when investigations are likely to be completed.

In the event that the Bank requires more time than originally anticipated, the Bank will contact you and give a new indicative time for investigations to be completed.

On completion of the investigation, the Bank will immediately contact you either via HSBC's Personal Internet Banking Contact Centre or telephone with their findings and any corrective measures to be taken, if applicable.


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      Common Queries

What services are available through HSBC's Personal Internet Banking?

  1. Account overview
  2. Balance enquiries and account transaction histories
  3. Transferring money between your accounts and other HSBC accounts, as well as to other local and overseas banks
  4. Making credit card payments and bill payments to available merchants.
  5. Opening Foreign Currency Savings accounts and establishing new Term Deposits
  6. Making changes to the maturity instruction on your current term deposits
  7. Updating your personal contact details
  8. Setup SMS Alerts
  9. Receiving e-statements and e-advices

Is HSBC's Personal Internet Banking available 24 hours a day?

HSBC’s Personal Internet Banking service is available 24 hours a day, seven days a week. However, some transactions made outside working (or specific) hours will be processed the next working day. Please click here to view the cut-off times for specific services.


What if I'm disconnected from the Internet in mid-transaction?

Once you are back online, check your account balances and transaction history, or contact our Call Centre immediately at 673 2 252252.


How secure is HSBC's Personal Internet Banking?

Security is our top priority. Your Personal Internet Banking service is protected by your User ID, password and Security Device, our powerful 128-bit encryption code and an automatic 'time-out'.

Your User ID and password must be entered each time you log on to HSBC's Personal Internet Banking. If there's no activity after a short period of time, your HSBC's Personal Internet Banking session is terminated to prevent unauthorized access.

Moreover, all Internet Banking users are issued a Security Device, which is required to logon or make high-risk transactions. The Security Device generates a security code which periodically changes, so that if the current security code is stolen, it may not be used later on. This device protects you from various forms of Internet-based attacks such as Screen Capture and Key-logging


What security tips do you offer?

  1. Install virus detection software on your computer. This needs to be updated regularly to ensure that you have the latest protection.
  2. To prevent viruses or other unwanted problems, do not open attachments from unknown or untrustworthy sources. Do not install pirated software.
  3. Know everyone who uses your computer and limit unauthorized access.
  4. Do not conduct any banking transactions in a public place (i.e. cybercafe), as it is difficult to ensure such PC's are free of hacker programmes (someone might be able to access your personal or account information).
  5. 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.
  6. Always remember to log off when you have completed your banking.

Can I send banking instructions to you via HSBC's Personal Internet Banking contact centre?

Most transactions can be conducted through our functions listed on the left navigation bar.

We do accept non-transactional requests, including the following:

  • Updating your travel plan
  • Increase for Third Party Transfer Limits (For transfers to other banks, and International Transfers)

Under exceptional circumstances, if transactions via Internet Banking fail due to technical problems, transactional requests may be allowed via the Internet Banking Secured Email, subject to approval. Simply send the request via the 'Contact Centre' option on the left navigation bar.


Can I exit by closing the browser window?

We strongly suggest you log off properly to ensure that your Personal Internet Banking service is not active after closing the browser window. The Log Off button is available at the bottom of the left-hand navigation bar, or at the top right hand corner of the browser window.


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