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24/7 online messaging support is here

Last updated: 12 October 2022

At HSBC, we’re committed to offering you the help you need, when you need it. As part of that commitment, we’ve extended HSBCnet’s Live Chat service to offer 24/7 online messaging support - connecting you with agents who can help make your HSBCnet experience easier.

Access 24/7 online support from our HSBCnet experts

With HSBCnet’s online messaging, you’re connected directly to an HSBCnet support agent, without having to make a call, send an email, or visit a branch.

24/7 online messaging support is currently available in Bermuda, Canada, and the United States.

Here’s how to start an online conversation with us:

  1. Log on to HSBCnet and select the ‘Need help?’ link from the right hand side of any HSBCnet page.
  2. Select the ‘Chat with us’ button and follow the prompts in the chat window to connect with an available agent. Outside of business hours, an agent will follow-up on your request as soon as they’re able. A message in the chat window will let you know when you can expect a response from us.
  3. The agent may ask to verify your profile details in order to provide support using online messaging. HSBC will never ask you to provide the one-time security code from your Security Device or mobile device.
  4. If you need to step away from HSBCnet, we’ll send a notification to your mobile phone when the agent responds and you can continue the conversation directly in the app or by logging back in on your computer. In order to receive push notifications, you need to have the HSBCnet Mobile app installed on your mobile device with app notifications enabled.

Here’s where you’ll find online messaging in HSBCnet:

online messaging
(select image to enlarge)

Once you’ve started a conversation in HSBCnet, the chat will be available for you to continue at any time in both the desktop and mobile versions of HSBCnet. Your online chat history will be available for up to 13 months.

Contact us in the HSBCnet Mobile app

You can also start a conversation with us in the HSBCnet Mobile app. To find the ‘Message us’ button, log on to the app and select More > Help and support. To learn more about the app, visit our HSBCnet Mobile website.

Find out more

For more information about HSBCnet’s online messaging, as well as other available support, visit the ‘Getting help on HSBCnet’ page in the HSBCnet User Guides portal.


* Live Chat support is available during local business hours in the following countries/territories: Australia, China, India, Malta, Mexico, Poland, Qatar, Singapore, UAE, and the UK.

Online messaging support may not be available in your preferred language at this time. We’re working on supporting additional languages in the future. If you don’t see messaging features in HSBCnet, visit the User Guides portal or contact your local HSBCnet Support Centre for assistance.

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