Important updates and reminders

All users:

• Updated Security Measures documentation (new)

Singapore and US accounts:

• Changes to electronic statements coming 8 May 2020 (new)

Hong Kong SAR customers:

• New mandatory alerts beginning 23 March (new)

 

Recent and upcoming enhancements:

Hong Kong SAR accounts:

• Upcoming changes for ACH Debit payments (new)

Ireland accounts:

• Start sending SEPA Instant Credit Transfers from 31 March 2020 (new)

UK accounts:

• Confirmation of Payee is coming soon (new)

Client View:

• Re-designed Transfer Agency and Report Centre tools (recently updated)

HSBCnet Mobile app:

• A brand new look for your HSBCnet Mobile app

Liquidity Management Dashboard:

• Now available in the HSBCnet Mobile app

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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.

 

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.

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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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Social Engineering: do you know how to spot a fraudster?

Last updated: 31 January 2019

Do you know who you're actually talking to on the other end of the phone? Does an email or text message look genuine? Be vigilant. Thieves now have various clever ways to steal information for fraudulent purposes. Read on to learn how to protect your organisation from fraudsters.

These tactics are known as social engineering, and it's on the rise.

What you need to know

Fraudsters use various techniques to get information, including:

• Phishing – email
• Smishing – text messages
• Vishing – phone conversation.

Phishing

Emails may create a sense of fear, urgency or opportunity to encourage recipients to click on a link or open an attachment that then infects their machine with a virus or malware. This then allows criminals to steal information or money and/or disrupt a computer system.

While many fraudsters act randomly, some target specific groups of employees or customers. This is called spear phishing. One example is CEO fraud, where criminals impersonate senior executives and instruct colleagues to transfer money to them.

Another tactic is payment diversion fraud. Criminals will send an email claiming to be from a supplier. It says its bank details have changed so funds should be transferred to another account instead. Don't reply to these emails. Always take the extra step of verifying any requests through an alternative communication method.

Smishing

Text messages may claim that your bank suspects there has been fraudulent activity on your account, that you are in trouble with tax authorities, or have won some money.

Smishing texts typically request urgent action, which often means clicking on a malicious link that in turn enables data theft. Spam filters stop many phishing emails from reaching inboxes, but no mainstream solution yet exists to prevent texts from reaching their intended target.

Vishing

Fraudsters will often create a sense of panic to get a quick response over the phone. They may pretend to be a colleague or a customer in a rush or requiring urgent assistance.

Fraudsters may call you pretending to be from HSBC. They may try to direct you to perform actions which would enable unauthorised payments to be sent to the criminal. This could include providing security codes generated from your token.

What you can do

It is important that you raise awareness of the potential impact of social engineering within your organisation, and implement a policy for reporting suspected cases.

Top tips to stay safe from social engineering:

• Never share financial or company information with people you don't know
• Don't be rushed into making a quick decision
• Never click on links in text messages or emails, or open or download attachments, unless you are sure they are safe
• Be careful about the information you share on social media as this can provide fraudsters with many small pieces of information that make a bigger picture
• Always call phone numbers you know and have checked. If someone claims to be a colleague, check their name on your organisation’s staff directory and call them back on their internal telephone number
• Forward any suspicious emails to @hsbcnet.phishing@hsbc.com

Learn how to spot suspicious calls, texts and emails.

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.

If you are ever doubtful about your HSBCnet activities or the authenticity of incoming telephone calls, texts or emails purporting to be from HSBC, please call your local HSBCnet Support Centre or your HSBCnet Representative for further verification.

 

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Information on HSBCnet service maintenance windows

Last updated: 9 March 2020

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, 21 March 2020 at 15:00 GMT	Sunday, 22 March 2020 at 04:00 GMT
Saturday, 18 April 2020 at 17:00 GMT	Sunday, 19 April 2020 at 03:00 GMT
Saturday, 16 May 2020 at 17:00 GMT	Sunday, 17 May 2020 at 03:00 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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