Action required

UK accounts:

• Preparing your SEPA transactions for a ’No-Deal Brexit’ (new)

Thailand accounts:

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

US accounts:

• Send domestic Real-Time Payments starting 18 November (new)

UK accounts:

• Changes to Current/Prior Day electronic statements on 7 December (recently updated)

Important updates and reminders

India accounts:

• New Account Information features will be introduced on 14 October 2019 (new)

HSBC Securities Services:

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

Recent and upcoming enhancements:

France and the Netherlands accounts:

• Send SEPA Instant Credit Transfers starting in October (new)

Liquidity Management Dashboard:

• We’ve introduced new features (new)

Malaysia accounts:

• New ACH reports available 21 September

New HSBCnet experience:

• A brand new look is coming to your HSBCnet experience

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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.

 

Have you updated your internet browser lately?

Last updated: 8 October 2019

We’re committed to maintaining the highest security standards for our online banking services. To help make sure you have the best possible protection against security risks when accessing HSBCnet, we recommend that you keep your internet browsers up-to-date.

Action required

If you currently use a browser which is not up-to-date (e.g. Internet Explorer 10 or below), you need to upgrade to the latest version as soon as possible. This will allow you to benefit from the stronger security protection offered by newer browsers.

How to upgrade your browser

Upgrading your version of Microsoft Internet Explorer is quick, easy and there is no charge – simply download the latest version from the Microsoft site

Alternative modern browsers are also available to download from the following sites.*

• Google Chrome
• Firefox
• Safari
• Opera

What if I don’t upgrade my browser?

A review of internet browsers used to access our banking services has highlighted vulnerabilities in older browsers that could be exploited by hackers. If you fail to update your browser to the latest version available, you’re organisation is vulnerable to fraud attacks via your computer.

What if I’m unable to upgrade my browser myself?

If your company has IT restrictions in place which prevent users from downloading software or have legacy systems which require the use of an outdated browser, please seek guidance from your organisation’s IT support.

Find out more

Our Online Security site provides useful guidance on how to protect yourself online, including information on:

• Making sure your computer has the latest security updates, including updating your browser.
• Staying protected against viruses and spyware.

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

 

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Business Email Compromise: a growing Online Security threat

Last updated: 9 January 2019

At HSBC, we are committed to online security and helping our customers protect their businesses against fraud and theft. One of the ways we do this is by keeping you informed of emerging trends and threats among cybercriminals and fraudsters.

A business email compromise happens when a fraudster sends an email to your company’s payments team impersonating a contractor, supplier, creditor or even someone in your senior management. For instance, the payments team may receive:

• An email appearing to be from the CEO asking that an urgent payment be made. This is often accompanied by a request for secrecy, directing the recipient not to discuss the matter with anyone else.
• An email or forged letter from a supplier advising that their account numbers have changed, and instructing all future payments be sent to the new account.

In either case, it can be difficult to detect this type of fraud since cybercriminals make the sender’s email address appear to be the same as a known email address. Fraudsters may even hack into the actual email account of a particular user and send the email directly from there.

How you can take action

Start by making your payments team and/or relevant staff aware of this type of fraud so they can be looking out for it. In addition to this:

• Implement payments security that includes a two-step verification process, which involves contacting the sender via an alternative method (e.g., phone, instant message)
• Always use known contact details to follow up
• Don’t reply directly to the email
  
• Don’t use any phone numbers or other contact information included in the email

If you suspect you’ve been a victim of a business email compromise fraud, please contact your local HSBCnet Support Centre immediately. 

To find out more

See what else you can do to protect yourself online with our online security guides and tips.

 

Please be on high alert for fraudulent telephone calls

Last updated: 4 March 2019

Please be aware of fraudulent telephone calls from individuals claiming to represent HSBC. Some HSBCnet users have been asked to input codes into their Security Device during these fraudulent calls which are then used to try to complete transactions.
                                      
HSBC will never contact you and request that you undertake actions using your Security Device (except during the initial setup of your profile). Under no circumstances will HSBC ever ask you to divulge any of your security details over the phone, by text message or via email.

Be cautious and protect yourself
If you ever doubt the authenticity of incoming telephone calls purporting to be from HSBC, you should terminate the call immediately and contact your HSBCnet Support Centre or HSBCnet Representative to verify whether the caller is genuine.

Yellow button warning
The yellow button on your Security Device should only be used to authenticate transactions. We will never ask you to use the yellow button when you log on to HSBCnet (unless you are activating your Security Device for the first time), or ask you to undertake actions using your Security Device over the phone.

For further information on fraud matters and your responsibilities when it comes to online safety please refer to our HSBCnet Online Security page.

 

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Information on HSBCnet service maintenance windows

Last updated: 12 October 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, 19 October 2019 at 17:00 GMT *cancelled*	Sunday, 20 October 2019 at 03:00 GMT *cancelled*
Saturday, 16 November 2019 at 18:00 GMT	Sunday, 17 November 2019 at 04:00 GMT
Saturday, 7 December 2019 at 15:00 GMT	Sunday, 8 December 2019 at 04:00 GMT

Faster Payment System in Hong Kong: upcoming maintenance on 20 and 27 October 2019

The Hong Kong Faster Payment System (FPS) will be unavailable from 2:00 am to 7:30 am Hong Kong Time (HKT) on 20 and 27 October 2019 for maintenance. During this period, FPS payments and Alias Management services will not be available on HSBCnet.

*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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