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Mobile banking FAQs

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Which devices can I use the HSBC Expat Mobile Banking app on?

The HSBC Mobile Banking app is available for iPhone, iPad and Android digital devices running up to date software.

How do I download the app and how long will it take me?

The HSBC app can be found online at the Apple App Store and in Google Play by searching for 'HSBC Expat Mobile Banking'.

We recommend that you use a Wi-Fi connection when you download the app.

Download speed will depend on the strength of your internet connection and the capacity at the app store. Once downloaded, additional data will be downloaded when you first log on, with a message saying 'updating' which will result in a slower app opening time. Subsequent openings of the app will be quicker.

What if I can't find the HSBC app in the App Store or Google Play?

HSBC Expat customers can download the HSBC Expat Mobile Banking app from the Apple App Store in most countries and from Google Play.

However, the HSBC Expat Mobile Banking app is currently not available from the Israel, Philippines, Brunei and Uruguay Apple App Store. If your Apple App Store account is registered to one of these countries, you will not be able to download the HSBC Mobile Banking app.

If you use an Android device and you are 'physically' in either Israel, Philippines, Brunei or Uruguay you will also not be able to download the app from Google Play.

What do I need to do to set up my log on details for the app?

To set up your account details on the app, you need to register for online banking.

You will need to use your online banking username and security details and/or Secure Key to log onto mobile banking.

Will the app cost anything to download or run?

The app is provided free of charge by HSBC. Please be aware that you may be charged to access the app by your network provider as you do need to be connected to the internet to log on. You do not need to be connected to the internet to open the app and see some of the off-line features.

Can I use this app abroad?

This app can be used abroad. When using this app abroad please be aware that you will be responsible for complying with laws in the countries you travel to. Your network provider's charges may be higher when abroad and HSBC is not responsible for these charges.

Security

Is mobile banking secure?

We ensure mobile banking is safe and secure by using industry standard security technology and practices to safeguard your accounts from any unauthorised access. This means that each time you access the HSBC Expat Mobile Banking app and enter your log on details, you will be securely connected to your accounts on our servers. The app does not store any account information on your phone/tablet.

As long as your log on details haven't been compromised, your accounts will remain secure. Always remember to log out when you have finished.

The Get Safe Online website provides further guidance on how to protect your device and your personal details.

What should I do if my mobile phone or tablet is lost or stolen?

Your log on details are needed to gain access to your accounts via the mobile banking app. So as long as these haven't been compromised, your accounts will remain secure. The app does not store any account information on your phone/tablet.

If you are worried that your log on details may have been compromised, please contact us to let us know. The Get Safe Online website provides further guidance on how to protect mobile phones and tablets.

Will the app keep on running if forget to log out or will it time out?

Your mobile banking session will time out automatically after 15 minutes of inactivity. Unlike online banking there won't be a pop up message advising that it will time out. The app will remain open for you to use its general features.

If I share my mobile device, can someone else use the app to log on to their account details?

While we don't recommend sharing the app, providing the other person has used their username and their own password or Secure Key then they would be able to log on and access their account details through the app.

What if I change my phone, SIM card, network or tablet? And what happens if I uninstall the app?

The app will be saved to your device, so will not be affected if your SIM card or network changes. If you are changing your device then delete the app from it and reinstall it on your new device. This will not affect your account, your log on details or your password. They will remain the same.

Functionality

What banking functions can I perform through the HSBC Expat Mobile Banking app?

With the app, you can access and manage your HSBC accounts quickly and securely from your mobile device. When you're linked to HSBC Expat you can currently:

  • log on with your 6 digit PIN or biometrics
  • view your HSBC Expat account balances and transaction history
  • make international transfers to payees in over 150 countries and in a choice of over 21 currencies
  • benefit from exchange rate certainty with live exchange rates during market hours1
  • transfer funds between HSBC Expat accounts
  • view the balances of all your eligible worldwide HSBC accounts using Global View
  • use Global Transfers to transfer funds instantly (or same day) between your eligible HSBC accounts
  • set up new payees
  • see details about our products and services
  • access the full website securely
  • review any of the legal information associated with using the app

1Live exchange rates will be provided between the opening hours of the Hong Kong Market on Monday morning (local time) and the close of the New York Market on Friday afternoon (local time) - excluding public holidays and unexpected closures. Transfers made outside of these hours will be based on the most recent closing foreign exchange rates from New York, London or Hong Kong as applicable, and includes an additional premium in the exchange rate provided.

Which accounts will I be able to view?

You can see the same accounts as when you log on to online banking.

Can I view my transactions?

Yes, you can view up to 20 transactions within the current and previous month's statement periods.

What charges information can I see?

Charges that have already been deducted from your account will be shown as transactions on your statements. You will need to log on to online banking to see details of monthly charges, fees and interest that will be deducted from your account.

Can I download statements from my app?

No, your main bank account statements will not be available from your app. If you wish to download your statements, you can do this by logging onto online banking.

Global Money Account statements are available to view and download from your app.

How do I send money internationally?

To make international payments within the app, simply follow these steps:

  1. Log on to the HSBC Expat app.
  2. Go to 'Pay and transfer'.
  3. Select 'Send money internationally', then select the country or territory you're sending money to.
  4. Choose a transfer method.
  5. Select the currency you're sending money in if it's different to the default.
  6. Enter the amount you're sending.
  7. Select an existing payee or add a new one.
  8. Review the transaction details, including the HSBC exchange rate (if applicable), then select 'Confirm'. Once you do this, you won't be able to cancel the transaction.

What information do I need to set up a new payee?

The required details vary by country but may include:

  • bank code/account number or IBAN
  • payee full name
  • payee address

Why does the Pay & Transfer menu have new options?

In an effort to simplify making payments via the mobile app, we have made some changes to the Pay & Transfer menu. Simply select the relevant payment journey from the menu and enter the required details to complete your payment.

Why can't I see my saved payees when making a payment?

As we work to integrate our new international payments service with other aspects of the mobile banking app, you may notice that some of your payees do not appear when you start a payment. In particular:
 

Global Money Account

The Global Money Account has a separate payee list and will not display payees added through other channels. You will need to add the payee again if you would like to use your Global Money Account to make the payment.

Equally, a payee added to the Global Money Account will not appear when making a payment from your other accounts. You will need to add this payee again if you would like to make the payment from your current/savings account.
 

HSBC Accounts

When making an international payment to an existing payee with an HSBC account, the payee may appear under the 'Global Money Transfers' option and not the 'HSBC to HSBC' option. Please check under the 'Global Money Transfers' menu and proceed with the payment from here. Rest assured that your payment will still be processed with the correct timescales/fees for an HSBC to HSBC transfer.
 

Country/Currency

When making an international payment, you will first select the country and currency of the payment. If the account details of your payee do not match these options, then the account will not be displayed. Please check to ensure that the country/currency match the account that you are trying to pay.

Can I edit or delete a payee's details?

At the moment you cannot amend a saved payee's details, although we are working to make this functionality available soon. If a payee's account details have changed, you will need to add them as a new payee. You can use the account nickname to differentiate between accounts for the same payee.

How do payments work on Mobile Banking?

For more information on making a payment via the HSBC Mobile Banking app, please see our International Transactions pages, and our Global Money Transfers FAQs.

Can I view and send secure messages?

No, secure messages are available to view and send via online banking.

I understand other banking apps can do more, why is this?

Creating a competitive and multi-functional app is a priority for us and there will be regular updates made to the app to improve it.

Will the balances and information on the app be correct 24/7? And why can't I withdraw money when my balance says I have money in the account?

The app can be used 24/7 and account information will be kept up-to-date. There will be occasions when there will be a difference between the balance of your account and the available balance. This may be due to, for example, a pending debit card payment due to leave the account or a cheque paid into the account that not yet cleared.

Does the app have Global View?

The app has Global View. You can use Global Transfers to transfer money from your HSBC Expat account to your eligible HSBC accounts around the world instantly (or on the same day).

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