Frequently Asked Questions

What is online@hsbc?
online@hsbc is HSBC's Internet banking service that allows you to bank online wherever you have access to the internet (subject to browser requirements), whenever it suits you. Whether at home or at work, you can choose when you want to access your accounts, 24hours a day, 7 days a week.

What are the services available through online@hsbc?
You may currently enjoy the following services, although there will be enhancements and additional services in the near future.

a. An account overview

b. Balance enquiries and account transaction histories

c. Transferring money between your accounts and other HSBC accounts, as well as to other local and overseas bank accounts

d. Making credit card payments

e. Establishing new term deposits 

f. Making changes to the maturity instruction on your current term deposits

g. Establishing forward-dated instruction for your transfers

h. Creating a template for transfers) allowing you to easily repeat regular transaction instructions with just a few changes)

i. Updating your personal contact details

j. Setup SMS Alerts

k. Receiving e-statements and e-advices

Is this service available 24 hours? 
HSBC's online@hsbc 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. Click on 'Cut-off Times' in the navigation bar for more details.

How can i gain access to online@hsbc?
HSBC Brunei customers with Phone Banking service, ATM card or credit card with pin can register online for online@hsbc (click Register). Non-HSBC customers need only start any account with us and apply for the PhoneBanking service to be able to sign up for this service.

Can I access my accounts when I'm overseas?
Yes, as long as you have an Internet connection.

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 will I know if my registration is successful? 
You will receive a confirmation immediately after registration. Also, try your Phone Banking and password to see if you log on. 

How secure is your online@hsbc? 
Security is our top priority. Your financial information is protected by our PhoneBanking and password, our powerful 128-bit encryption code and automatic 'time-out'. Your Phone Banking Number and password must be entered each time you log on to online@hsbc. If there's no activity after a short period of time, your online@hsbc session is terminated to prevent unauthorised 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

Security Tips

You play a significant role in your own security. Two pieces of key data must remain confidential - your PhoneBanking Number and password.

Your PhoneBanking Number will be generated when you first register for the PhoneBanking service. Keep this number private and confidential as it used for online@hsbc as well.

The auto-complete function on your browser should be disabled, to avoid the automatic completion of your PhoneBanking Number when you type in the PhoneBanking Number field.

If your security device should ever be lost or stolen, please contact Call Centre to cancel the device as soon as possible.

Your password is as important as your PhoneBanking Number. Follow these tips when creating your own password:

i. Do not create a password that is easily guessed by anyone. Do not associate your password with anything personal such as birthdays, names, phone numbers, or other familiar words. Do not use your ATM or PhoneBanking PIN as your password.

ii. Create a password with a combination of letters and numbers, use upper and lower case.

iii. Memorise your password, NEVER write it down or reveal it to anyone.

iv. Remember NO ONE at HSBC will ever ask you for your password

v. Change your password on a regular basis - e.g. every 30 days.

vi. If you suspect any unusual account activity, call our Call Centre at 673 2 252252

vii. Select a password that cannot be easily guessed.

What security tips do you offer?

I. Install virus detection software on your computer. This needs to be updated regularly to ensure that you have the latest protection.

II. To prevent viruses or other unwanted problems, do not open attachments from unknown or untrustworthy sources. Do not install pirated software.

III. Know everyone who uses your computer and limit unauthorized access.

IV. 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).

V. 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.

VI. Always remember to log off when you have completed your banking.


What do need in order to use your online@hsbc service?
- A computer with Internet connection.

- Microsoft Internet Explorer 5.0, and Netscape Communicator 4.07 (older versions cannot support 128-bit encryption code).

- Screen resolution: 600x800 (640x480 resolution users should still be able to view all content, but vertical and horizontal scroll bars may need to be used) 

What should I do with confirmation email?
They are for your reference only.

Can I send banking instructions to you via online@hsbc secured email? 
Yes. However, we only accept non-transactional requests, e.g. to increase your overdraft limit on your Current Account. Most transactions can be conducted through our functions listed on the left navigation bar.

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. 

I have problem connecting to the Internet while overseas or in Brunei. What do I do? 
You will have to call your Internet Service Provider ISP e.g. Brunet, Simpur-net etc. to have them settle this problem.

Can I exit by closing the browser window?
We strongly suggest you log off properly. This is because the service is still available if it is not logged off properly by clicking on the Log Off button on the navigation bar. 

If I suspect there are unauthorised transactions in my account, what should I do?
Immediately contact the HSBC Call Centre at 673 2 252252. 

What should I do if there are disputes arising from online@hsbc? 
When there are disputes arising from online@hsbc services, you should contact the Bank either through the 'Email HSBC' function after logging onto online@hsbc, or calling our Call Centre at 673 2 252252. 

What happens when I notify the Bank of disputes? 
When disputes are notified via e-mail, the Bank will acknowledge the notice upon receipt of the e-mail.

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

The Bank may contact you to obtain further details or clarification of the dispute. 

When will the Bank commence investigations of a dispute?
When disputes are notified to the Bank during banking hours, and sufficient details have been obtained from you, the Bank will commence investigations on the same working day or next working day.

When disputes are notified to the Bank outside banking hours, and sufficient details have been obtained from you, the Bank will commence investigations on the next working day. 

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 investigations, the Bank will immediately contact you either via e-mail or telephone with a view to resolving the dispute. 

What is Date of Birth Authentication? 
Date of Birth Authentication is required for the one-time activation of your Security Device. This acts as a second level authentication using your personal information to further ensure the security of your instruction to activate your Security Device. 

How do I update my Date of Birth? 
If you are registered with our Phone banking service, please call +673 2 228 666 for assistance. Alternatively you may submit a written signed request to the nearest HSBC branch.

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Registration

How do I register for online@hsbc? 
HSBC customers with ATM, Phonebanking, or Credit Card account can register online. Press the Register button under the title 'online@hsbc' and follow the steps given.

After you register, a Security Device will be sent to your correspondence address. You will not be able to logon to online@hsbc until you receive the Security Device.

The steps for the above Registration process are detailed in the Registration page.

How do I request for a replacement PIN for my ATM Card, Credit Card or PhoneBanking Service? 
Yes, you may request for a replacement PIN for your ATM Card, Credit Card or PhoneBanking Service via online@hsbc.
Simply select "SERVICES" at the left-hand menu, and click on the sub-section "Request Replacement PIN".

You would be required to enter your 12-digit ATM 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 ATM Card PIN replacement, you would need to key in your ATM Card Issue Number that can be found at the bottom-right corner of your ATM card-front.

Can I subscribe to online@hsbc anytime I choose? 
Yes. This service is available 24 hours daily, including Sundays and Public Holidays.

Can I see a demo of the service?
Yes, you can see a preview of what is offered through online@hsbc. You can access the demo by clicking on the 'Demo' button on our web site (www.hsbc.com.bn) or online@hsbc logon/registration page. The Demo includes a few interactive functions which allows you to get a feel as a user of the Internet banking service.

What are your eligibility criteria?
All customers with Phone Banking, ATM Card and Credit Card are eligible for Internet Banking. This Service is presently not available for joint account holders where the signing instructions are 'to sign jointly', minor accounts, and supplementary credit card holders.

What are the charges for this service?
Access to your accounts through online@hsbc is free of charge. Transactions performed through online@hsbc 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 this services? 
To access online@hsbc, you will need:

a. A computer with Internet access.
b. A modem and a telephone line
c. A browser - minimum requirements:-
    - Internet Explorer version 5.0 or above
    - Netscape Navigator/Communicator version 5.0 or above (currently version 6.x not supported)
d. The online@hsbc screens are best viewed when screen resolution is set at 600x800 or higher.
e. You also need to have 'cookies' and 'JavaScript' enabled on your browser. To do this you should:

Microsoft Internet Explorer:

a. Click on tools on the browser toolbar and select Internet Options
b. Choose the security page
c. Click custom level
d. Click allow cookies to be stored in your computer
e. Click OK

Netscape: 
a. Click edit on the browser toolbar
b. Select preferences
c. Choose advanced categories
d. Click accept all cookies click OK

How will I know if my registration is successful?
You will receive a confirmation by mail after registration.

Please note that you must wait for a Security Device to be mailed to you before you can logon to online@hsbc.

What is my Internet Banking ID and Password? 
The Internet Banking ID is a 6-20 alphanumeric character ID which you create during online@hsbc 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 logon to online@hsbc.

Your password is important. Follow these tips when creating your password:
a. 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.
b. Create a password with a combination of letters and numbers, use upper and lower cases.
c. Your password must never be given to any other party - not even to the staff of the Bank.
d. Never write or record your password in a way that can be read or understood by someone else.
e. 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).
f. Change your password on a regular basis - e.g. every 30 days
g. Change your password frequently if you access your account using a shared PC
h. Do not use password from other Internet sites.

Can I access all my accounts through this service? 
Yes, you can access your accounts from anywhere as long as you have Internet access with a browser such as Internet Explorer or Netscape Communicator/Navigator.

I have just registered for online@hsbc, but I have not received my Security Device yet. What do I do now?
After you register for online@hsbc, 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, please contact our contact our Call Centre on +673 2 252 252 or the toll-free number 1-800-0252 (not available for mobile phones) for assistance.

How do I find assistance on the various questions I have on the use of about online@hsbc?
You can obtain assistance or reach us by

- reading the "Frequently Asked Question" (FAQ) or "Help" pages available in online@hsbc.

- Sending us your questions via the 'Contact us' link on the bottom left hand navigation bar in our homepage. www.hsbc.com.bn.

- Contacting our Call Centre on +673 2 252 252, or Toll-free 1-800-0252 (not available for mobile phones) for assistance.

- Sending a secured message via our Internet Banking service, by clicking on 'Send message' under the 'Contact Centre' option.

- 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 left hand navigation bar, under the title 'online@hsbc'.

2. When you logon online@hsbc for the first time, you will be prompted to enter your Internet Banking ID and password. You will be prompted for the Security Device serial number and security code to activate your Security Device. 

3. 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 online@hsbc 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 logon to online@hsbc.

What should I do if I forget my Username and/or Password?
If you are registered with our Phone banking service, please call +673 2 228 666 for assistance. Alternatively you may visit the nearest HSBC branch to reset your password.

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 by clicking the "Change internet password" button found under services on your left navigation bar inside the Personal Internet Banking page.

How do I change my Internet Banking password? 
To change the Password, click on the 'Services' option in the left hand navigation bar, then click 'Change Internet Password'. You will have to enter your old password and the new password (twice) in the boxes provided. Click the "Proceed" Button to complete the procedure.

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.

What do I do if I am unable to logon to online@hsbc?
Please check that user name and password was correctly entered. As the password is case-sensitive, please make sure your Caps lock is not turned on by mistake.

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.


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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General

Can I open a new account online?
Yes, you can open a Statement Savings and Time Deposit account online.
You have the option to open the accounts in local currency and selected foreign currencies.

Are all accounts accessible via online@hsbc?
Most deposit accounts, credit card accounts and loan accounts are accessible via online@hsbc. Only accounts such as 'Both to Sign' joint accounts and investment accounts re inaccessible via online@hsbc.

Contact our Call Centre at +673 2 252252 or toll-free number 1-800-0252 (not available for mobile phones) for more details. Please note that new accounts can be added to online@hsbc on the day after an account is opened.

Can I select which of my accounts I can access online?
During the online@hsbc registration, you can select which of those accounts that you hold with the Bank to be displayed.

If you wish to change that selection, 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 type of accounts can I view from Internet Banking? 
You can view accounts that are either sole or joint accounts with singly-to-sign requirement. 

You can view demand deposits such as savings accounts & current accounts, and time deposits. 
These accounts need to 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 any credit card, loan and investment accounts that you may have with the bank. At this time, you cannot view any transaction details for investment accounts.

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.

For Passbook Savings accounts, your account history will reflect all items which have not yet been printed onto your passbook.

Can I see a summary of my accounts?
Yes. You can see a summary of your account profile at the Account Summary page once you have logged into our Internet Banking.

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 online@hsbc 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 Networth 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). 

Click on a credit card account number to view the corresponding unbilled transactions.
You can 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 main cardholders only. 

Simply follow these steps: 

a) 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.

b) 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. 

c) From the Bonus Point page, click on "Redeem" button and you will be directed to the Credit Card Redemption page. 

d) 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.) 

e) 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.

f) 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.

g) You will be prompted with a Logon page where you will be required to key in your Internet Banking ID, password and Security Code.

h) Upon successful verification, select the branch from where you will collect the items and click on CONFIRM to submit your request.

I) Your redemption is now completed. You will be sent a message via online@hsbc, informing you of your redemption. You will be contacted by the branch when order is ready for collection.

Why can't I view my credit card transaction history?
This service is only available to the main cardholder. 

If your HSBC Brunei issued credit card number is not displayed in the Account Summary page, you will need to link your card to online@hsbc. 

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, to link the account to online@hsbc.

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 4.00 plus 2.33%. For example, a Cash advance of BND1000.00 from a local ATM machine will incur an administrative fee of BND27.30 (BND4.00 + BND23.30).

Why don't I see some of my most recent credit card transactions?
For the transaction history of your HSBC Brunei issued credit card, only those transactions that have been presented by the respective merchants will be shown. As such, transactions conducted today may not be credited to your HSBC credit card on the same day.

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.

Network Services Center
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.

Why do I see a CR sign beside my credit card transaction amount?
The CR sign represents a Credit. When this is reflected beside your account balance on the Accounts page, it means your card is in credit position. If this is displayed beside an amount of a transaction on the card transaction history, then it refers to a credit amount to your card. An example, the latter may be a reversal on your transaction by the merchant.

How can I receive a monthly e-statement for my credit card accounts?
You must complete the set-up for a credit card e-statement request. You must provide your latest e-mail address for HSBC to send you a notification alert that your e-statement is available for viewing.

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

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 these 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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Term Deposits

How do I open a Term deposit online? 
You can open a Term deposit by transferring funds from an existing account with us. You have to access the 'Open Term deposit' screen from the Term deposits section, choose the type of deposit, term, amount and specify the account to be debited. You will then be asked to confirm the details you have keyed in. After confirmation, an acknowledgement of the opening of the Term deposit will be displayed.

What is the minimum deposit requirement for opening a Time Deposit account?
The minimum deposit requirement apply depending on each respective currency.

What are the different types of Time Deposits account?
There is a wide range of time deposits to choose from. To check on the rates applicable for each deposit type and tenure, go to 'Open Term Deposit' under 'Accounts' on the left hand menu of online@hsbc.

You may select the currency that you are interested in, and click on the 'Interest Rates Enquiry' button to view the rates and available tenure.

For further details, please contact our Call Centre at +673 2 252252 or toll-free number 1-800-0252 (not available for mobile phones).

Can I set up or change my Time Deposit maturity instruction online?
Yes. You have the option to change your time 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 time deposit.

What happens to my Time Deposit Account upon maturity? 
Your Time Deposit funds will be automatically renewed with the interest unless you advise us otherwise. You may choose the option Set-Up/Change Maturity Instruction anytime to send us new instructions regarding your Time Deposit account with us.

I would like to setup an instruction to add or withdraw funds from my existing Time Deposit and renew it automatically. Can I do this through online@hsbc?
Yes you can, But please note that this instruction will continually add/withdraw the specified sum at the end of every maturity period automatically. 

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 time deposit before maturity date?
No, you are unable to request for premature withdrawals through online@hsbc. 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 time deposit withdrawn before it matures.

Can I break my deposit prematurely? 
You can break your Term deposit by making a specific request through our Phone Banking 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 can I carry out?
The transfers that you can perform are:
- Between own accounts with the Bank or to third party accounts held within the Bank.
- Payments into your Credit Card Account or other Credit Card accounts held within the Bank.
- Payments to third parties who do not have an account with the Bank via online Cashier's Order, Demand Draft or Telegraphic Transfer.

The transfers made to beneficiary accounts within the Bank can be set up to be made at a specifies future date or set up as recurring transfers. 

Can I make transfers to and from any of my accounts?
You can make transfers between most of your online@hsbc 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, if you transfer funds from HSBC Brunei to an overseas HSBC account under your name, the local charge will be waived.

How do I apply for free international transfers to my own overseas HSBC accounts?
Just follow the instructions below:

a.Register your overseas HSBC accounts with us by submitting a completed Premier TT Pre-defined Payee Account Instruction Form, available at any HSBC branch, or from our Download Centre in our HSBC website.

b. Once your accounts are registered, the next time you want to make a transfer to your overseas account, please follow these steps:

i/.Logon to Internet Banking. 
ii/.Select 'Transfers' on the left navigation bar, then click 'Saved Transfers'. 
iii/. Select the transfer you wish to conduct, then click 'Make a Transfer'.

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 in online@hsbc via the 'Future transfers' option under 'Transfers'.

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 online@hsbc 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.

Recurring instructions for issue of Cashier's Order/Demand Draft is not available at the moment.

How do I identify transfers made through Internet Banking in my account statement? 
Transfers made through online@hsbc 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.

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?
TThis depends on the nature and timing of the transaction. 
- For transfers to any accounts within HSBC Brunei, this will be effected immediately. 
- Payments to HSBC Credit Cards will be effected the next working day.
- Third party transfers to other banks requested between 9:30am and 4pm on weekdays, or 9:30am and 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, refer to the Cut-off Times page in online@hsbc.

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.

Why are there so many options to determine when and how often my transfer is made? 
Online@hsbc provides you with as many functions as possible to allow you tailor your scheduled transfers to suit your needs.

Can I view 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 online@hsbc. 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.

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 online@hsbc?
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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Transfer Limits

Are there limits on transaction transfers? 
There is a daily limit of BND100,000 for transactions among all your accounts, and a separate $50,000 limit for bill payments. For transfers to third parties, the initial limit is set to zero, but you may setup a maximum daily limit of BND25,000. The overall movement of funds through PhoneBanking and Internet Banking on each day for each type of transaction cannot exceed the specified limit.

Must I set a limit before I can do a third party funds transfer online?
Yes, You must establish your preferred limit before you can effect a funds transfer via online@hsbc. This enhanced feature of online@hsbc gives customers the flexibility of setting their preferred limits. This limit for online transfers can range from anything between BND1 to as much as BND25,000, depending on each customer's preference. 

You will need to authorize your limit by completing and sending us the Third Party limit form. The form is available in the download centre of our website at www.hsbc.com.bn/1/2/download-centre

What should I do to request / change my personal transfer limits?
To increase any of your third party limits, you may download the HSBC Online third party limits form, which is available in:
- the 'Services' menu of online@hsbc, under the option 'change limits', or 
- the download centre of our website www.hsbc.com.bn/bn/download.

Fill in your preferred transfer limits in Brunei dollars, sign on the authorization form and mail it to us.

You may decrease any of your personal transfer limits via online@hsbc, by going to 'Services' and clicking on the 'Change limits' option.

What is the maximum amount for fund transfers effected via online@hsbc? 
You can transfer online for amounts up to BND100,000 per day between your own accounts that are accessible via online@hsbc.
You can make bill payments totaling BND50,000 each day.
For third party transfers, the amount that you can transfer per day will depend on the limit you have previously setup for third party funds transfer, but it must not be more than BND25,000 per day.

How do I request my 3rd party transfer limit? 
You may download the HSBC Online third party limits form, which is available in the 'Services' menu of online@hsbc, under the option 'change limits', or in the download centre of our website www.hsbc.com.bn/bn/download.
Fill in your preferred third party transfer limit in Brunei dollars (maximum BND25, 000), sign on the authorization form and mail it to us.

When will the online third party funds transfer limit be effected? 
The third party transfer limit will be made effective two working days upon our receipt of your authorization form.

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Third Party Transfers

What are the charges for online third party transfers?
Bank tariffs will apply for Telegraphic transfers, Cashier orders and Demand Drafts. However, you may save up to 50% of normal Bank tariffs if you conduct these transactions via online@hsbc. 

For example, a transfer to a local bank via online@hsbc will attract the cost of a Cashier's Order which is BND15. If the Cashier's Order was ordered via the counter, a tariff cost of $30 would have been imposed.

What does "Telegraphic" and "Notes" refer to?
"Telegraphic" refers to Telegraphic Transfers exchange rates

"Telegraphic we buy" refers to the exchange rates of telegraphic transfers that the Bank may use to convert your foreign currency into Brunei Dollars.
e.g. "Telegraphic we buy" for USD is 0.65 or USD 0.65 = BND 1
If you receive a Telegraphic Transfers of USD 650, we buy at the rate provided and you would receive BND1000.

"Telegraphic we sell" refers to the exchange rates of telegraphic transfers that the Bank may use to convert your Brunei Dollars into foreign currency.
e.g. "Telegraphic we sell" for USD is 1.54 or USD 1 = BND 1.54
If you send a Telegraphic Transfer of BND 1000, you are purchasing USD650 from us and sending it to the beneficiary.

"Notes" refer to the Notes exchange rates
"Notes we buy" refers to the exchange rates of cash/notes that the Bank may use to convert your foreign currency into Brunei Dollars.
e.g. "Notes we buy" for USD is 0.65 or USD 0.65 = BND 1
if you have cash of USD650 we buy USD650 at the rate provided and you would receive BND1000

"Notes we sell" refers to the exchange rates of cash/notes that the Bank may use to convert your Brunei Dollars into foreign currency.
e.g. "Notes we sell" for USD is 1.54 or USD 1= BND 1.54
If you need to exchange cash of BND1000 in USD, we sell at the rate provided, and you would receive USD650.

Why are there so many options for me to input the beneficiary bank's information in the Transfer screens for funds going to other Banks? 
There are essentially 3 ways to instruct us when you want your transfer effected:
- To make the transfer immediately (if submitted within cut-off time) or the next available opportunity (at the start of the next processing day).
- To make the transfer at a later date pre-defined by you (thus you need to indicate the exact date you want us to make the transfer). If this date does not fall on a working day, we will process your instruction in the morning of the next working day.
To make more than one frequency of the same transfer for a set period. This ensures that you only need to give us the details of your transfer once and we will follow your instructions for when and how often you wish to make the same transfer.

How do I input the beneficiary information in the Transfers screens for funds going to other Banks? 
For the 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 the Transfers - International Transfers, you would need to do the following:

a. indicate from which account you are taking your funds out of, i.e. the debiting account.

b. select the country you are sending the payment to.

c. 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).

d. select your beneficiary's bank name and branch from the dropdown list to choose which bank to send the funds to.

e. if the bank of your choice is not on the dropdown list, select "Other Bank" and input the details of your beneficiary's bank 

f. if you know the bank code, e.g. AU123456, then fill this in the "Local Bank Code" field. 

How are the charges deducted for transfers to other banks worldwide? 
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 = ACCOUNT 1 (BND)
Beneficiary account = USD
Transfer Amount = (1) In the currency of debit account = BND 1700
Exchange rate = BND 1.7 : USD 1
Charges = BND 20 (USD 11.75)

After confirmation, ACCOUNT 1 will be debited with BND 1700
The beneficiary will be sent the Remit amount = USD 1000 - USD 11.75 = USD 988.25

Example 2 - In the currency of the transfer 
Debit account = ACCOUNT 1 (BND)
Transfer Currency = USD
Transfer Amount = (2) In the currency of transfer = USD 1000
Exchange rate = BND 1.7 : USD 1
Charges = BND 20 (USD 11.75)

After confirmation, Remit amount = USD 1000
ACCOUNT 1 will be debited BND 1740 (USD1000 X 1.7 + BND 20)
The beneficiary will be sent USD1000.

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 receiving funds', the beneficiary will receive the transfer amount minus the overseas charges.

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

Is there a way that I do not have to key in the account number of the 3rd 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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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 / PowerVantage / Premier Accounts.

At this time, you may not to pay bills using your credit card.

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 without prior application.

However, please make sure your Bill Payment limit has been setup (Maximum BND50,000) before you use this service. You can view the current bill payment limit at the top of the 'pay a bill' page in online@hsbc.

How do I setup the Bill Payment limit?
Simply download the third party transfer from the "Services" section, fill in the requested details and submit the form to any HSBC branch.

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.

When I made a Bill Payment, is the payment effected immediately?
For bill payment made before 1700 hours (Brunei Time) on Monday to Friday and 1100 hours (Brunei Time) on Saturday *, the merchant will receive your payment on the next working day.

For bill payment made after 1700 hours (Brunei Time) on Monday to Friday and 1100 hours (Brunei Time) on Saturday *, it will be treated as the next working day's transaction and the merchant will receive your payment on the 2nd working day.

* The cut-off time of 1700 hours and 1100 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. online@hsbc makes it convenient for you to pay any number of bills at one time.

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.

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 pay bills using my credit card?
No. At this time, you may not pay bills using your credit card.

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.

Will I be charged for using the Bill Payment service?
You will be pleased to know that Bill Payment service is offered to all customers at no extra cost.

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

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.

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 'Transfers' 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 online@hsbc.

This service is only available for primary cardholders.

Can I make a bill payment to my credit card?
You may pay your credit card bill by using the 'transfer' option.

What happens if there is insufficient fund in my account? 
You need to ensure that sufficient funds are available by 6pm one business day before the due date as your account will be debited one business day before
the effective 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 have been unable to effect the payment for you.

What happens if I made 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.

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.

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 the online@hsbc secured email, 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, it can only be processed on the next working day. Thus 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.

Are the cut-off times according to Brunei time? 
Yes. All the times listed in the table are in Brunei time.

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 online@hsbc?
No. The good news is that no additional charges are imposed for using online@hsbc. Additionally, some specialized transactions such as transfer to local banks and overseas transfers will be charged half of normal Bank charges if conducted via online@hsbc.

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 on 'Tariff of Charges' in the online@hsbc left navigation menu for details.

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

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Services

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 change my personal details / address?
You can change and update your personal details through 'Update Personal Details' under the Services function. Fill in and submit the form, and your details will be updated the following.

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

Can I request for a replacement PIN for my ATM Card, Credit Card or PhoneBanking Service? 
You may request for a replacement PIN for your ATM 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 ATM 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 ATM Card PIN replacement, you would need to key in your ATM Card Issue Number that can be found at the bottom-right corner of your ATM card-front.

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.

Can I order more than one chequebook at a time?
Yes, you can order a maximum of 3 cheque books.

How can I order a cheque book online?
To order a chequebook, follow the instructions below:

a. Click the "Order of Cheque Book" option in the Services Menu.

b. Input the account number (select through the pull down menu) and the number of chequebooks (up to 3) required.

c. Click the 'Submit' button. You will get an acknowledgment advice on the screen. (Each chequebook contains 50 leaves).

When will I receive my cheque book?
You will receive your cheque-book through courier within 2 to 6 working days depending on the location of the delivery area.

What do I do if I have lost my Chequebook?
In the unfortunate event of losing your chequebook, you can register a stop on a range of cheques. All you have to do is to enter the range of cheque numbers e.g. 839005 to 839025 and click on "Send". All the cheques from the mentioned range will be stopped accordingly.

What are the details required to stop a Cheque?
You can stop a cheque by either entering the cheque number or by specifying both the cheque number and the amount of the cheque. If you want to stop a series of cheques, all you have to do is to enter the range of cheque numbers (provided the cheque numbers are in consecutive number order).

Can I stop payment on a cheque that has already begun to be processed? 
No, you can only stop payments for cheques which have not been presented to the Bank.

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About secure online shopping service

What is HSBC's secured online shopping services? 
HSBC's secure online shopping services offer Verified by Visa and MasterCard® SecureCodeTM that provide you with a personal password for your HSBC's personal credit cards, giving you added assurance that only you can use your HSBC's personal credit cards to make purchases over the internet.

How does HSBC's secured online shopping services work? 
1. Register for secure online shopping services with HSBC's personal credit cards by creating your password and personal message, through Personal Internet Banking. 
2. Shop online at participating merchants and pay with your HSBC's personal credit cards which you have registered* for the secure online payment services. 
3. Verify that the authentication screen is genuine by checking that the personal message is the one you created at the time of registration. 
4. Enter your password to authenticate the transaction and complete your online purchase. 

* Remark: 
If you have not registered for HSBC Verified by Visa / Mastercard Securecode services, we can exceptionally process your payment if you successfully pass our conditional authentication by providing your personal information.

However, any online purchases you make before registering for the above services may be vulnerable to certain online fraud attacks such as spoof websites. For more details please click here.

It is strongly recommended that you register for HSBC Verified by Visa / Mastercard Securecode services before making any online purchases with your HSBC's credit cards. Click here to find out how to register.

Is the service applicable for supplementary cardholders? 
As a Supplementary cardholder, you will be able to make payments with a merchant using Mastercard Securecode / Verifiedby Visa if you successfully pass our conditional authentication by providing your personal information.

However, supplementary cardholders will not be able to register for HSBC's Secured Online Shopping service to setup a password at this time.

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Registration for HSBC's secure online shopping service

Can I register with my existing HSBC Visa or Mastercard or do I need to apply for a new card to use this service?
You can register using your existing HSBC Visa or Mastercard Credit Card.

Can I register more than one HSBC Visa or Mastercard?
Yes, you can register all of your HSBC Visa or Mastercard.

Is there any charge for registration?
No, this service is provided free of charge.

If I lose my HSBC Visa or Mastercard, do I need to re-register for this service when I receive a new card? 
Yes, you will need to register the new card again to use HSBC's secure online shopping service.

When I renew my HSBC Visa or Mastercard, do I need to register with the service again?
You'll receive a new card with the same number of your old card after renewal. Therefore, you do not need to re-register in this service.

How do I register my HSBC Visa or Mastercard?
You need to logon to your account in online@hsbc, our internet banking service, and select Credit Card Functions in the navigation bar. You can then select either Verified by Visa or Mastercard Securecode, depending on the credit card you wish to register. 

During the registration, you will be asked to create your own password for payment authentication and a Personal Message for authenticating the issuer. 

Upon your confirmation of your registration information, the Terms & Conditions for this service will be prompted for your acceptance.

Upon registration, how long does it take before the service becomes active?
The service is available as soon as we confirm that your registration is successful.

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Using HSBC's secure online shopping service

What are the browser requirements for using this service? 
You need to install Microsoft Internet Explorer version 4.0 or above, Netscape Netvigator 4.0 or above.

What is a Personal Assurance Message? 
When you register for either Verified by Visa or MasterCard® SecureCode^TM, you will be asked to create a personal message: a Personal Assurance Message (PAM) or Personal Greeting respectively. When you pay online, always look for your personal message to ensure that you're using the genuine HSBC's Verified by Visa or MasterCard® SecureCode^TM. 

Once I have registered, how do I use this service when I shop online? 
Once you have registered, you will be able to use HSBC's secure online shopping service right away at participating merchant websites.

Can I still shop online if I have not registered for this service? 
If you have not registered for HSBC Verified by Visa / Mastercard Securecode services, we will exceptionally process your payment if you successfully pass our conditional authentication by providing your personal information.

However, any online purchases you make before registering for the above services may be vulnerable to certain online fraud attacks such as spoof websites. For more details please visit www.hsbc.com.bn/bn/security.

It is strongly recommended that you register for HSBC Verified by Visa / Mastercard Securecode services before making any online purchases with your HSBC's credit cards. Click here to find out how to register.

I have not registered for this service, and I receive an error message every time I attempt an online purchase. What should I do? 
It is strongly recommended that you register for HSBC Verified by Visa / Mastercard Securecode services before making any online purchases with your HSBC's credit cards. Click here to find out how to register

If the problem still occurs after registration, please contact our Call Centre at +673 2 252 252.

Where can I shop with HSBC's secure online shopping service? 
You can shop online at any store that displays the Verified by Visa or MasterCard® SecureCode^TM symbols. You can also look for the list of participating Verified by Visa and MasterCard® SecureCode^TM online stores on the Visa website: www.visa-asia.com/verified and the MasterCard website: http://www.mastercard.com/securecd.

How will the online store know that I am a registered user of this service? 
Participating online stores will recognise your Visa or Mastercard number if you have registered it for HSBC's secure online shopping service.

I am a supplementary cardholder, and I entered my personal details several times without successfully completing a transaction. What do I do now? 
Please contact our Call Centre at +673 2 252 252.

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Customer Services

What if I forget my password? 
Log on to your Personal Internet Banking account, select 'Credit Card Services' and click into Verified by Visa or Mastercard Securecode to reset your password. 

Can I change my Password? 
You can alter your password at any time. Your new password should contain six to eight letters and/or numbers (with no spaces or symbols in between), and must be different from your User ID and your old password. Please note that the password is upper and lower case sensitive. 

What if I entered my password several times without successfully completing a transaction? 
You can reset or change your password by logging on to online@hsbc, HSBC's Internet Banking service, and clicking on Mastercard securecode or Verified by Visa, depending on the credit card. 

If I suspect someone has stolen my password or used it to make fraudulent purchase, what should I do? 
You should immediately report our Credit Card Customers Service Hotline at +673 2223359.

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System requirements

What are the system requirements for Personal Internet Banking?
We recommend the following minimum system configuration:

- A computer with Internet connection 

- Microsoft Internet Explorer 5.0, and Netscape Communicator 4.07 (older versions cannot support 128-bit encryption code) 

- Screen resolution: 600 x 800 (640 x 480 resolution users should still be able to view all content, but vertical and horizontal scroll bars may need to be used) 

- Browser with Cookies or JavaScript compatibility enabled 

How do I check what level of encryption my browser version has?
For Internet Explorer 
- Click on 'Help' on the top menu bar 
- Go to 'About Internet Explorer'

The information should detail the version of Internet Explorer and Cipher Strength (meaning the level of encryption). 

For Netscape 
- Click on 'Help' on the top menu bar 
- Go to 'Release Notes' 

The information should contain the version of Netscape and Cipher (showing the level of encryption).

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Technical Help

Is this available 24 hours? 
It's available around-the-clock, seven days a week. However, some transactions made outside working (or specific) hours will be processed the next working day. Click on 'Cut-off Times' in the left hand menu for more details.

If I have a problem connecting to the Internet while overseas or in Brunei, what must I do?
You will have to contact your Internet Service Provider (ISP) e.g. JTB for assistance.

Can I access my accounts when I'm overseas?
Yes, as long as you have an internet connection.

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 or toll-free number 1-800-0252 (not available for mobile phones).

What are the system requirements for Personal Internet Banking?
We recommend the following minimum system configuration:

A) A computer with Internet connection.

B) Microsoft Internet Explorer 5.0, and Netscape Communicator 4.07 (older versions cannot support 128-bit encryption code).

C) Screen resolution: 600 x 800 (640 x 480 resolution users should still be able to view all content, but vertical and horizontal scroll bars may need to be used).

D) Browser with Cookies or JavaScript compatibility enabled.

How do I check what level of encryption my browser version has?
Internet Explorer 
- Click on 'Help' on the top menu bar.
- Go to 'About Internet Explorer'.

Netscape 
- Click on 'Help' on the top menu bar.
- Go to 'Release Notes'.

What can I do if I find that 128-bit encryption is NOT being used in my browser?
Internet Explorer 6.0
a. Select 'Tools' from the top menu.
b. Choose 'Internet Options'.
c. Click on the 'Advanced' tab.
d. Go to the 'Security' section.
e. Enable the checkboxes for 'SSL 2.0' and 'SSL 3.0' and click 'OK'.

Netscape Navigator
a. Press "Security" in the toolbar.
b. Click "Navigator" in the left column.
c. Press "Configure SSL v3" on the right of "Enable SSL (Secure Sockets Layer) v3".
d. Enable all ciphers except "No encryption with an MD5 MAC".

Mozilla Firefox 1.5
a. Select 'Tools' from the top menu.
b. Choose 'Options'.
c. Choose 'Advanced'.
d. Choose the tab 'Security'.
e. Enable the checkboxes 'Use SSL 2.0' and 'Use SSL 3.0', and click 'OK'. 

How do I enable JavaScript on my browser?
Internet Explorer
- Select 'Tools' from the top menu.
- Choose 'Internet Options'.
- Click on the 'Security' tab.
- Click on 'Custom Level'.
- Scroll down until you see section labeled 'Scripting'.
- Under 'Active Scripting', select 'Enable' and click OK.

Netscape Navigator
- Select 'Edit' from the top menu.
- Choose 'Preferences'.
- Choose 'Advanced'.
- Choose 'Scripts & Plugins'.
- Select the 'Enable JavaScript' checkbox and click OK.

Mozilla Firefox (1.5)
- Select 'Tools' from the top menu.
- Choose 'Options'.
- Choose 'Content' from the top navigation.
- Select the checkbox next to 'Enable JavaScript' and click OK.

How do I enable cookies on my browser?
Internet Explorer
- Click on Tools on the browser toolbar and select Internet Options.
- Choose the Privacy Tab.
- Set the slider to 'Medium' level.
- Click OK.

Netscape:
- Click Edit on the browser toolbar.
- Select Preferences.
- Go to the Privacy & Security section and click Cookies.
- Click Enable All Cookies.
- Click OK.

Mozilla Firefox
- From the Tools menu, choose Options. 
- Go to the Privacy section and click Cookies. 
- Select the checkbox marked 'Allow sites to set cookies.' 
- Click OK.

Why do I get this message saying 'JavaScript Error'?
This means that the Java applet is not completely loaded onto your PC. Follow the instructions below to fully load this up:

- Click on the Refresh button in the browser's top navigation bar.
- Re-select the transaction and wait for the loading to be completed.
- Proceed again with your transaction.
- If this does not help, clear the browser's cache and login again.

I didn't have a problem logging onto online@hsbc on other days, but why do I seem to have a problem doing so now? 
You may have to clear your browser's cache to help solve this problem.

How do I clear my browser cache?
Internet Explorer
- Click the 'Tools' menu at the top of your browser, and select 'Internet Options.' 
- Click the 'General' tab at the top of the dialogue box. 
- Click 'Delete Files' under 'Temporary Internet files.' 
- Select 'Delete all offline content' by checking the box. 
- Click 'OK.' 

Netscape
- Click the 'Edit' menu at the top of your browser, and select 'Preferences.' 
- Click the '+' next to 'Advanced.' 
- Select 'Cache' under 'Advanced.' 
- Click 'Clear Cache.' 
- Click 'OK.' 

Mozilla Firefox
- Log out of your AdSense account. Close all other open browser windows. 
- Click the 'Tools' menu at the top of your browser, and select 'Options.' 
- Click 'Privacy.' 
- Click 'Clear' next to 'Cache.' 
- Click 'OK.' 

How do I disable my pop-up blocker?
Internet Explorer 6.0
a. Select 'Tools' from the top menu.
b. Choose 'Internet Options'.
c. Click on the 'Privacy' tab.
d. Disable the checkbox 'Block pop-ups' and click 'OK'.

Netscape
a. Select 'Tools' from the top menu.
b. Choose 'Options'.
c. Choose 'Site Controls'.
d. Disable the checkbox 'Allow unrequested pop-up windows' and click 'OK'.

Mozilla Firefox 1.5
a. Select 'Tools' from the top menu.
b. Choose 'Options'.
c. Choose 'Content'.
d. Disable the checkbox 'Block Pop-up Windows' and click 'OK'.

Why do I get this message saying 'This program has performed an illegal operation'?
You have probably encountered a General Protection Fault. Close and open your browser again. If this does not work, restart your PC and try again. If the problem is still there, please contact our Call Centre at +673 2 252 252 or toll-free number 1-800-0252 (not available for mobile phones). Alternatively, you may email us through 'Contact Us' on the left menu in our website www.hsbc.com.bn.

I have a problem connecting to the internet while overseas or in Brunei. What do I do?
You will have to call your local ISP, Brunet or Simpur to have them settle this problem.

What will happen if I forget to log out or leave my computer idle for a period of time? 
If you leave the computer idle for more than 10 minutes, the system will automatically log out for security reasons.

Must I have Cookies or JavaScript on my browser?
Yes, cookies and javascript must be enabled on your browser to access our Internet Banking service.

How do I know if I am connecting to HSBC and not to other parties? 
You may check the validity of the encryption certificate as follows:
For Microsoft Internet Explorer:

- Double click the security lock icon at the bottom right corner of your screen (you may need to enable the status bar if it cannot be seen)

- Check that the certificate information is displayed with the following details and the validity period is current.

For Netscape Navigator:

- Click on Security in the Toolbar
- Select Security Info
- Click on View Certificate
- Check that the certificate information contains the following details and that the validity period is current.

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