Basic Using HSBC Mobile Banking Technical Information

Transcription

1 Basic What is Mobile Banking? How is Mobile Banking different to Internet Banking? How do I access Mobile Banking? Does Mobile Banking work with a post-paid or pre-paid mobile line? How much does Mobile Banking cost? Will I need to download any additional software or purchase an application from itunes? Do I need to register for HSBC Mobile Banking? What is the URL (address) for Mobile Banking? Which HSBC banking services are available using Mobile Banking? What are the differences between HSBC Internet Banking vs. HSBC Mobile Banking? How can I access other Internet Banking functions that are not supported by Mobile Banking? Using HSBC Mobile Banking If I want to go to full public website after I logon to my Mobile Banking, would I be able to do that? Can I access HSBC Mobile Banking overseas? Can I activate my security device via Mobile Banking? Do I need an HSBC account to use Mobile Banking? If I have cancelled my Internet Banking service, can I still access HSBC Mobile Banking? Will I need to have my Online Security Device to use Mobile Banking? Can I schedule a transfer for a later or recurring date using Mobile Banking? Can I pay bills using HSBC Mobile Banking? Can I set up a new biller using Mobile Banking? Can I change or delete a scheduled payment that I have set up in Internet Banking using Mobile Banking? Technical Information Can I be logged into Internet Banking and Mobile Banking at the same time? Can I access HSBC Mobile Banking with any mobile phone browser? What happens if I get locked out of Mobile Banking or have forgotten my password? Would my Mobile Banking session time out after a certain period of inactivity? Can I exit HSBC Mobile Banking by closing the phone Internet browser or switching off the mobile phone? What happens if I answer a phone call or SMS whilst using Mobile Banking? Is Mobile Banking safe? Is Mobile Banking going to be slow? What if I can t connect to the Internet on my mobile phone? It is taking a long time to load when I access the logon page/confirmation page etc. Why is that? What mobile devices can I use? What do I do if I get a "no response from gateway" message? When I access using my mobile device I get the normal HSBC website, not the Mobile Banking landing page. How do I access Mobile Banking quickly from the home page? I clicked the link to go to the full website, but I can t go back to the Mobile Banking site after pressing the back or refresh button. What should I do?

2 1. The Basics What is Mobile Banking? Mobile banking is a wireless Internet-based service that allows you to do your banking safely and conveniently while you are out and about using a mobile device. Mobile Banking provides access to the most popular Internet Banking features and services including: viewing your account balances, looking up transactions, paying your bills, transferring funds and checking rates. How is Mobile Banking different to Internet Banking? Mobile Banking is designed specifically for mobile devices, which means we use your phone's builtin features to provide a better experience. The information is also properly formatted for display on smart phones to ensure easy navigation. How do I access Mobile Banking? To log on to HSBC Mobile Banking, type into the address bar and you will automatically be directed to a mobile version of our site if the mobile device that you are using is compatible. Unsupported devices can access the full site using the same web address ( For supported devices, you can logon to mobile banking or select the option to access the full HSBC website to logon and access the full suite of HSBC Internet Banking features from Does mobile banking work with a post-paid or pre-paid mobile line? Mobile Banking works on any type of line with an internet connection. Customers should check with their service provider regarding charges that apply.

3 How much does Mobile Banking cost? There are no additional bank charges for using Mobile Banking. Your standard Internet Banking fees and charges still apply when using Mobile Banking (you may refer to HSBC Tariff and Charges at for the full list of the Bank s tariff and charges) Be aware that you may incur internet data charges and call costs from your mobile service provider. Alternatively, if you use Mobile Banking via a wireless connection you may incur costs from the internet service provider. To confirm these details contact your mobile service provider to enquire about your current data plan. Will I need to download any additional software or purchase an application from itunes? No. No additional applications are required. Access is browser based using our normal URL, you will automatically be directed to Mobile Banking if you access using one of the supported device types. Do I need to register for HSBC Mobile Banking? No. You don't need to register for HSBC Mobile Banking. However, in order to use HSBC Mobile Banking you must have registered for Internet Banking through your computer and have accepted the Internet Banking - Terms and Conditions. After you have registered for Internet Banking, simply go to using your phone's web browser and use your existing log on details. For detailed tutorials on how to register, kindly visit What is the URL (address) for Mobile banking? Please use on your mobile device to access HSBC Mobile Banking.

4 Which HSBC banking services are available using Mobile Banking? The following are available through Mobile Banking: View your balance and other account details such as interest accrued View your last 20 transactions (only limited details - for full details refer to your account statement) Transfer money between your accounts Transfer money to other HSBC account holders or customers of other banks Pay existing billers using Bill Payment Send a secure message to HSBC Foreign Exchange and Interest Rate enquiries Authorisation of pending instructions (for commercial customers only) For services such as Telegraphic Transfer, change of personal details or opening new accounts and so on, you will still need to access Internet Banking using your computer. For access to all other products and services we offer, visit our full site at via your computer. What are the differences between HSBC Internet Banking vs. HSBC Mobile Banking?

5 How can I access other Internet Banking functions that are not supported by Mobile Banking? You can either select the quick link to the full public website available at the bottom of mobile banking landing page and then log on using the logon option in the full public website (Your mobile device should be able to deliver the content) or you can access using your computer. 2. Using HSBC Mobile Banking If I want to go to full public website after I logon to my Mobile Banking, would I be able to do that? Only the pre-logon page on Mobile Banking has a quick link to 'Full Website'. You would have to logoff Mobile Banking where you would then be directed to the pre-logon page, and from there, you may access the Full Website via a quick link. Can I access HSBC Mobile Banking overseas? Yes, you can access HSBC Mobile Banking anywhere you have an Internet connection via your mobile handset. Please check with your mobile service provider for any other cost for accessing internet connection overseas Can I activate my security device via Mobile Banking? No. Activation of your security device must be done by accessing your Internet Banking via a computer. Do I need an HSBC account to use Mobile Banking? Yes and you must be a registered HSBC Internet Banking user to use Mobile Banking.

6 If I have cancelled my Internet Banking service, can I still access HSBC Mobile Banking? No. This is because HSBC Mobile Banking shares the same credentials, including username, password and security code with your Internet Banking. If your Internet Banking account is cancelled, your corresponding credentials will become invalid for HSBC Mobile Banking. Will I need to have my Online Security Device to use Mobile Banking? The same security and authentication procedures apply for Mobile Banking and Internet banking so you will need to have your Security Device to logon and to validate some bills and to make transfers to 3rd parties. Can I schedule a transfer for a later or recurring date using Mobile Banking? Transfers and bill payments via Mobile Banking are for 'pay now' only. To schedule a future or recurring transfer or bill payment you need to access Internet Banking using your computer. Can I pay bills using HSBC Mobile Banking? Yes, but in order to use Mobile Banking Bill Payment, you must first set up your biller in Internet Banking via your computer. Can I set up a new biller using Mobile Banking? No. To set up a new biller you need to access Internet Banking using your computer. Can I change or delete a scheduled payment that I have set up in Internet Banking using Mobile Banking? No. To change or delete a scheduled payment you need to access Internet Banking using your computer.

7 3. Technical Information Can I be logged into Internet Banking and Mobile Banking at the same time? No. You will receive an error message if you do so and you would automatically be log off from one of the devices. Can I access HSBC mobile banking with any mobile phone browser? HSBC strongly recommend that you use the default mobile phone / computer tablet browsers for optimal performance. The default browsers for supported devices are as below: iphone & ipad - Safari HTC Desire v2.2 - Chrome Samsung Galaxy S v2.1 - Chrome. If non default browsers are used, the content and appearance of the Mobile Banking pages may be incomplete. What happens if I get locked out of Mobile Banking or have forgotten my password? It is recommended that you access Internet Banking using a computer and select the 'forgotten password link or please call us at: Personal Banking Helpdesk* : (local callers) (overseas callers) Premier Banking Helpdesk* : Business Banking Helpdesk* : (local callers) (overseas callers) (local callers) (overseas callers) (Please note that local / international call charges apply)

8 Would my Mobile Banking session time out after a certain period of inactivity? For security reasons, the Mobile Banking session will become inactive after 10 minutes of inactivity. You would then need to sign on again. Can I exit HSBC Mobile Banking by closing the phone Internet browser or switching off the mobile phone? Closing the phone Internet browser or switching off the mobile phone may not close the HSBC Mobile Banking session properly. We strongly recommend you to click "Logout" to properly close the Mobile Banking session. What happens if I answer a phone call or SMS whilst using Mobile Banking? Depending on your mobile device, some devices can only utilize one application at a time. If you accept a phone call or SMS whilst using Mobile Banking, your session may be timed out. Is Mobile Banking safe? Mobile Banking is as safe as Internet Banking as it implements the same security measures as Internet Banking. They are: Security Device. A security code generated by the Security Device is requiredto perform selected high-risk banking transactions. Encryption. Secure Sockets Layer (SSL) Encryption technology is used within your Mobile Banking session to encrypt your personal information. At HSBC, we use 128-bit SSL Encryption, which is accepted as the industry standard level. Session Time-out. If you forget to log out, or your mobile remains inactive for a period of time during a session, then our systems automatically log you off. Your money is protected as long as you observe HSBC's Internet Banking terms and conditions, including maintaining the security of your access codes and passwords. Is Mobile Banking going to be slow? No, because Mobile Banking operates by sending very small amount of information at a time to ensure the quickest possible mobile experience.

9 What if I can t connect to the Internet on my mobile phone? If you are unable to access the internet through your mobile phone you should contact your mobile phone provider or the manufacturer's technical support. It is taking a long time to load when I access the logon page/confirmation page etc. Why is that? Make sure the internet connection (through WiFi or 3G) is available. If not available, please close the web browser and start again when the internet connection is available. The connection speed may vary for different telecommunication service providers, different data usage plans, and different geographical locations. If you experience a slow response when mobile web browsing or during data transmission, please check with your telecommunication service provider. What mobile devices can I use? A list of supported devices for HSBC Mobile Banking is provided below. We're working to support other mobile / computer tablet brands and models in the future. iphone ios version and above ipod Touch device models: 2nd generation (8GB only), and 3rd generation (32GB / 64GB) ipad HTC Desire - Andriod 2.2 Samsung Galaxy S - Andriod 2.1

10 What do I do if I get a "no response from gateway" message? If you get the above message, it is most likely that you have lost your connection to the Internet. Try again to establish your connection, if the problem continues, please call our Call Centre at: Personal Banking Helpdesk : Premier Banking Helpdesk : Business Banking Helpdesk : (local callers) (overseas callers) (local callers) (overseas callers) (local callers) (overseas callers) (Please note that local / international call charges apply) When I access using my mobile device I get the normal HSBC website, not the Mobile Banking landing page. This may occur if you have previously visited Mobile Banking but chose to continue browsing the full website. Clear your browser's cookies, cache and history and close the browser, or restart your device. After doing so, the Mobile Banking page will be displayed again. If this is your first time accessing Mobile Banking, ensure your device is supported. Please refer to the question What mobile devices can I use? How do I access Mobile Banking quickly from the home page? You can bookmark Mobile Banking to appear as an icon on the homepage and always use this to navigate to Mobile Banking.

11 I clicked the link to go to the full website, but I can t go back to the Mobile Banking site after pressing the back or refresh button. What should I do? You should clear your cache, history and cookies before typing in again. iphone 1. When stuck at the full website page, press the menu button on your iphone to return to the default main screen. 2. From there, tap the menu button to get the running applications bar. 3. Hold on to any one of the applications and close the Safari icon. 4. After doing so, head to Settings on your iphone. 5. The settings menu will be displayed. 6. Select Clear History. 7. Select Clear Cache. 8. Select Clear Cookies 9. Return to the internet browser, and re-key in HTC Desire 1. When stuck on the full website page, press the menu button on your HTC Desire and select More under the menu screen 2. Scroll down and select Settings. 3. Scroll down to the Privacy Configuration section, from there, select Clear all cookie data 4. Select Clear Cache 5. Select Clear History 6. Return to the internet browser, and re-key in Samsung Galaxy S 1. When stuck on the full website page, press the menu button on your Samsung Galaxy S and select More under the menu screen 2. Scroll down and select Settings. 3. Scroll down to the Privacy Settings section, from there, select Clear Cache 4. Select Clear History 5. Select Clear all cookie data 6. Return to the internet browser, and re-key in You should now able be to access the mobile page again