Important updates and reminders

HSBCnet users in the US:

• Updated HSBCnet Online Privacy Statement (new)

Payments service:

• Enhanced Beneficiary and Intermediary bank identifier features (new)

Poland accounts:

• Upcoming changes to statements from 9 December 2019 (new)

Singapore accounts:

• Enhanced foreign exchange information coming in 2020 (new)

Thailand accounts:

• New statement narratives for outward Real-Time Payments (recently updated)

UK accounts:

• Changes to Current/Prior Day electronic statements on 7 December

HSBC Securities Services:

• Have you experienced Adobe Flash changes when logging onto Client View?

 

Recent and upcoming enhancements:

Trade services:

• New dashboard coming soon (new)

Liquidity Management Dashboard:

• New features available in November (new)

Bahrain accounts:

• New Fawateer bill payment service now available (new)

China accounts:

• Non-Resident Account indicator now showing in Account Information (new)

Poland accounts:

• Upcoming changes to your Tax payments (new)

Spain accounts:

• Send 222 MODELO Tax payments starting 9 December 2019 (new)

Taiwan accounts:

• Upcoming changes to ACH payments and files (new)

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Keep your personal details updated for enhanced security and service

Last updated: 25 November 2019

Maintaining up-to-date and accurate information on HSBCnet not only allows us to serve you better, it can also help prevent online banking fraud. When you contact us, HSBCnet support staff may use the information from your HSBCnet profile to verify your identity.

We need your help

To help us correctly identify you, we need you to make sure that your first and last name, birth date, and contact details are accurate and up-to-date in HSBCnet. Whenever your personal details change, make sure that you update your HSBCnet profile immediately.

System Administrators:

Please regularly review your HSBCnet users’ details to make sure that they are correct, complete and unabbreviated, and that they’re updated whenever there is a change.

Review your profile details today

To update your profile information, select the ‘Edit my profile’ option from the dropdown menu next to your name at the top of HSBCnet.

(select to enlarge)

Find out more

If you have any questions, please contact your local HSBCnet Support Centre

 

Security Devices: do you know what to do when the battery is low?

Last updated: 25 November 2019

Your HSBCnet Security Device helps provide your organisation with some of the highest levels of online protection. That’s why it’s important you know what to do when your device needs replacing.

Did you know?

Your Security Device battery should last 3-5 years with normal use. We recommend keeping extra Security Devices on hand in the event that one runs out of battery or is lost.

How do I know when the battery is running low?

You will see the following messages appear in the device window:

• bAtt 2: the battery power is starting to run low and you have about 2 months of use remaining.
• bAtt 1: the battery is running low and you have about 1 month of power remaining.
• bAtt 0: the battery is running very low. There is only minimal power left.

Can I replace the battery myself?

No, the device is security sealed. Any attempts to open the device or replace the battery will prevent it from working and you will be unable to log on to HSBCnet.

I’m a System Administrator:

We recommend that you regularly check your organisation’s Security Devices by turning them on. If any of your devices display a low batter warning, order replacement devices as soon as possible. We recommend having additional back-up Security Devices available in the event that a device battery runs out, a device is lost, or you need to create a new user profile.

Read the “How do I order additional Security Devices?” guide for step-by-step information on ordering new devices. When ordering additional devices, please allow sufficient time for delivery.

I’m an End User:

If your Security Device is displaying a low battery message, contact your System Administrator immediately to have a new device assigned to you. If your organisation doesn’t have any back-up devices, your System Administrator will need to order a new device for you.

Find out more

To learn more about using your Security Device, guides are available in the ‘Security Device’ section of the HSBCnet Help Centre. For further assistance, please contact your local HSBCnet Support Centre.

 

Virtual Assistant and Live Chat: two ways to help you get the most out of HSBCnet

Last updated: 8 October 2019

HSBCnet’s Virtual Assistant and Live Chat provide immediate online information and assistance to help you make the most of your HSBCnet experience.*

What are they?

• Virtual Assistant is our always-on chatbot, which will answer any frequently asked HSBCnet-related questions. Questions have been grouped into categories to help you and you’ll also get link to additional information, if needed.
• Live Chat connects you directly to a live HSBCnet Support Agent, without you having to pick up the phone.**

How do I use them?

To open the Virtual Assistant, select the ‘Need help?’ link from the right hand side of any HSBCnet page to open Virtual Assistant. If you want to speak to a real person, select the ‘Start Live Chat’ button that appears in the Virtual Assistant if an agent is available.

Find out more 

To learn more about Virtual Assistant and Live Chat watch this video. You can also find additional information in NetPlus.

 

* Virtual Assistant and Live Chat services may not currently be available in your preferred language. We’re working on supporting additional languages in the near future. If you don’t see the Virtual Assistant and/or Live Chat in HSBCnet, visit the HSBCnet Help Centre or contact your local HSBCnet Support Centre for assistance.

** Live Chat is currently available in the following countries/territories during local business hours: Canada, China, Hong Kong SAR, India, Mexico, Singapore, UAE, UK, and the US. You may be asked to verify your user details for some queries when using the Live Chat service.

 

System Administrators: reminder to review your HSBCnet users’ access levels

Last updated: 8 October 2019

To maintain effective control over your organisation’s online banking activity, it’s important to make sure that only authorised individuals are able to view and transact from your accounts on HSBCnet. As such, we recommend that you periodically review your organisation’s user permissions and daily limits on HSBCnet, and make updates as needed.

How do I update HSBCnet permissions for my users?

We recommend that you regularly review the following frequently used permissions and update, as needed:

Type of permission	Where to go to review/update
Account signature groups and limits	Account Management > Maintain Signature Limits
User signature groups	User Management > View/Modify User Access Level
Authorisation entitlements	User Management > View/Modify User Access Level and Modify Multi User Access Level by Account
User status	User Management > View/Suspend/Reactivate/ Delete/Create new user profiles
Suspension of your organisation’s HSBCnet profile	Contact your HSBC representative

In addition to periodic reviews, we strongly recommend that you review your HSBCnet users’ access levels whenever your organisation updates the signing authorities in your account operations mandate. Maintained by your local bank, the mandate determines the individuals in your organisation who are authorised to operate your HSBC accounts. Whenever the account mandate is updated, please review your organisation’s HSBCnet setup to determine if access level changes are needed for specific users.

How do I check my organisation’s transaction limits? 

To view the Daily transaction limits in effect for your organisation, use the ‘Maintain Daily Transaction Limit’ feature in HSBCnet’s Company Management service.

Please note, to avoid possible delays or payment rejections, we recommend that you to use this service for limit viewing purposes only.

Your organisation’s Daily transaction limits cannot be increased in HSBCnet and if they are reduced, proper documentation must be submitted separately to your HSBC representative to increase the limit to its previous amount.

HSBCnet’s Administration Reports service and the Account Services Activity Log can also help you identify how your users and accounts are set up.

Find out more

To learn more about managing permissions in HSBCnet, review the guides in the ‘User management’ section of the HSBCnet Help Centre.

If you need further assistance updating user access levels on HSBCnet, please contact your local HSBCnet Support Centre or HSBC representative.

 

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Security tip: Holiday fraud watch

Last updated: 25 November 2019

During the upcoming holiday period, fraudulent activity across electronic bank delivery channels, such as HSBCnet, may increase as online criminals attempt to exploit extended holiday periods within corporations and their banks.

At this time, please be extra vigilant in your online activity to make sure that you remain protected. If you experience any of the following events, a fraudulent attack may be underway:

• When logging on to HSBCnet, you are presented with a message saying that HSBCnet is unavailable AFTER you have entered your username and security credentials. Alternately, the error message might give a set time that HSBCnet will return e.g. 15 minutes.
• You are presented with a security check/verification screen that requires you to wait.
• You are prompted repeatedly to re-enter your username, password or security code.
• You see any screens that you think are unusual or are missing information.

If you experience any of these events, please contact your local HSBCnet support team immediately via the Customer Support link in the HSBCnet log on box.

Important reminder:

HSBC will never request information that could be used to make a payment (such as token details other than the serial number on the back, account numbers, passwords, etc). Also, under no circumstances will HSBC ever ask you to ask you to divulge any of your security details over the phone, by text message or via email.

In addition, please be wary of any requests from your beneficiaries (via email, phone or otherwise) to change their banking details. The request may be an attempt to divert payment funds to a fraudulent account. For more information on this type of fraud, please review the information available here.

For further information on how to protect yourself from fraudulent attacks, please select the Security Alerts and Tips link in the HSBCnet log on box.

 

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Information on HSBCnet service maintenance windows

Last updated: 25 November 2019

Below is a calendar of our planned maintenance windows for the next three months during which there will be a full HSBCnet maintenance period to accommodate maintenance work.*

At times, it is necessary to schedule non-regular maintenance windows to perform special types of maintenance. We will provide notification of both planned and unplanned maintenance windows in the HSBCnet News (Service Updates) section of the HSBCnet home page.

Full maintenance window begins	Full maintenance window ends
Saturday, 7 December 2019 at 15:00 GMT	Sunday, 8 December 2019 at 04:00 GMT
Saturday, 18 January 2020 at 18:00 GMT	Sunday, 19 January 2020 at 04:00 GMT
Saturday, 15 February 2020 at 18:00 GMT	Sunday, 16 February 2020 at 04:00 GMT

*Maintenance window dates, beginnings and ends may be subject to change (with notice) to accommodate maintenance requirements.

The schedule for upcoming HSBCnet maintenance is also available via the links below:

English | Deutsche | En français | En español | 繁體中文 | 简体中文 | Bahasa Indonesia

Note: in the week prior to a service maintenance period, a notification confirming the maintenance window will be available post-logon in HSBCnet. Please review this information in advance of any planned maintenance period to confirm the date and time.

 

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