About Internet Banking

FAQs

Managing your accounts online

• What browsers are compatible with Internet Banking

  Our Internet Banking service is fully compatible with the following internet browsers and operating systems, and when used together will provide the optimum experience:

  • Microsoft Internet Explorer 7.0 (Windows XP (SP2) / Windows Vista Business (SP1))
  • Microsoft Internet Explorer 6 (SP2) (Windows XP (SP2))
  • Mozilla Firefox 3.0 final (Windows XP (SP2) / Windows Vista Business (SP1))
  • Safari 3.1.1.1 (MAC OSX / Windows XP (SP2) / Windows Vista Business (SP1)
  • Microsoft Internet Explorer 6.0 (SP1) (Windows 2000 (SP4))

  Other internet browsers

  Other internet browsers or versions may be used, however we regret at the present time we are unable to provide technical support for them and you may experience some minor issues such as misaligned text, images or text boxes.

  • If Microsoft Internet Explorer 8 is your preferred internet browser you may need to select 'Compatibility View' on your toolbar before attempting to log on to Internet Banking in order for it to display correctly. It's located next to the Refresh button on the Address Bar. We are currently assessing the full compatibility of our service with this browser.

  For your security and convenience we regularly test our Internet Banking service on new internet browsers to ensure that we maintain the highest standards.

• What account details can I view?

  You can view a range of account details online including:

  • current interest rates
  • accrued credit interest
  • accrued debit interest
  • next payment date for standing orders and Direct Debits.
• Can I view my HSBC Bank International account and credit card transactions?
  • For current and savings accounts you can view account transactions for the last 12 months.
  • For credit cards you can view transactions from your last statement, and any transactions made since your last statement.
  • For fixed deposits you can view account transactions for the last 12 months.
• Can I open a Fixed Term Deposit account?

  Yes. And you can do it in a wide range of currencies for a term of up to 12 months. Our Rates Enquiry tool will give you current interest rates and the minimum deposit for each currency. Or you can use our Interest Rates calculator.

• Can I manage my investment accounts?

  Yes. You can view the latest value of all the investments you hold with HSBC Fund Administration (Jersey) Limited or HSBC Funds Nominee (Jersey) Limited. You can also place orders to sell and switch investments, or add funds to any of your existing investments (where the fund type allows).

  Find out more about managing your investment accounts online.

  If you’re interested in investing in other HSBC Bank International funds, take a look at the options in our Investments section. Or call us on
  +44 1534 616313 if you’re an HSBC Premier customer – and on
  +44 1534 616000 if you have a standard account with us.

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What you can do in Internet Banking

• Can I change my memorable answer or password?

  Yes. Simply choose Change memorable question & answer or Change Internet Banking password from the Services menu. The changes will be made as soon as you confirm them. To keep your account secure, we recommend you change your memorable answer and password regularly – at least every 90 days.

• Can I add accounts to my Internet Banking profile?

  Any new accounts you open will appear automatically in your Internet Banking profile. You can choose which accounts you want to view on Internet Banking by clicking Select Accounts.

• Can I stop a cheque?

  Yes. Simply choose the Stop Cheque option from the Services menu. You can only use this service to stop a cheque if:

  • the cheque has been issued from your GBP offshore bank account
  • the cheque has not been issued in conjunction with your cheque guarantee card
  • the cheque has not already been debited from your account.

  If you have any questions about stopping a cheque, call us on
  +44 1534 616313 if you’re an HSBC Premier customer – or on
  +44 1534 616000 if you have a standard account with us.

• Can I update my personal details?

  Yes. You can change your phone number, address and other personal details by selecting Update personal information or Update correspondence address from the Services menu. To protect yourself against identity theft, we recommend you check your personal details regularly to make sure they’re up to date.

• Can I send emails to HSBC Bank International?

  Yes. You can use the Send Message service in your Internet Banking Contact Centre to send us secure e-Messages about your account.
  (Please don’t use this service to send us transfer requests or other urgent instructions.)

• Can I print Internet Banking pages?

  Yes. There’s a Print option at the top of each page, within the grey bar.

• What if I forget my username?

  We can confirm your Internet Banking username over the phone. Call us on +44 1534 616313 if you’re an HSBC Premier customer – or on
  +44 1534 616000 if you have a standard account with us. For security reasons, we’ll ask you to confirm your 10-digit Personal Banking Number and 6-digit Direct Banking PIN. So please have these details to hand when you call.

• What if I forget my Personal Banking Number (PBN) or Direct Banking PIN?

  You’ll find your PBN on the welcome letter (or email) we sent when you opened your offshore account with us. We also sent your Direct Banking PIN to you separately by post. If you know either your PBN or PIN, please call us on + 44 1534 616313 for Premier customers or + 44 1534 616000 for all other customers and we will be able to help you.

  If you can't remember both your PBN or PIN, just send an email to offshore@hsbc.com requesting that we resend these details to you.

• Where can I find my IBAN (International Bank Account Number)?

  Your IBAN can be found on your welcome letter/email, your statements and when you log on to Internet Banking.

  To find your IBAN when you’re logged on to Internet Banking:

  • click Account Summary
  • select the relevant account number
  • click Account Overview.

  You can also get your IBAN by calling us on +44 1534 616313 if you’re an HSBC Premier customer – or on +44 1534 616000 if you have a standard account with us.

• When do I need to use my IBAN?

  You’ll be asked for your IBAN – and the associated BIC – if you want to transfer money to one of your accounts from most countries in mainland Europe.

  • The BIC for GBP accounts is MIDLGB22.
  • The BIC for accounts in any other currency is MIDLJESH.
• What happens if I don’t use my IBAN?

  Your transfer could be delayed or refused – and you might have to pay an extra fee.

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Transfers and payments

• Can I make international transfers involving foreign exchange?

  Yes. You can transfer money to more than 60 countries in a wide range of currencies. To make a transfer, you’ll need the following information:

  • recipient’s name and account number
  • recipient’s bank name and address
  • UK sort code (if applicable).

  For foreign exchange transfers over £20,000 (or the currency equivalent), please call us on +44 1534 616162.

• What are the cut-off times for transfer requests?

  The cut-off times for Internet Banking transfer requests are:

  • 18.00hrs – for transfers between your HSBC Bank International accounts
  • 12.30hrs – for GBP (£) transfers to the UK
  • 10.30hrs – for GBP (£) transfers overseas
  • 13.00hrs – for non-GBP transfers overseas.

  Transfer requests made after these times will be handled the following working day. All times listed are GMT/BST.

• What are the transfer limits for Internet Banking?

  We have limits for the combined amount you can transfer via Internet Banking and our automated Telephone Banking service in a 24-hour period.

  These transfer limits are:

  • £100,000 between your HSBC International accounts
  • £20,000 within and outside the HSBC Group
  • £20,000 (or the currency equivalent) for transfers involving foreign exchange
  • £10,000 to pay UK bills.

  If your transfer request exceeds any of these limits, a warning message will appear on your screen. You can ask us to process your request by calling us on +44 1534 616313 if you’re an HSBC Premier customer – or on +44 1534 616000 if you have a standard account with us. Sometimes we’ll ask you to confirm your request by fax.

  Please note: These transfer limits may change. And transfer requests made via Internet Banking could be subject to extra security checks.

• Can I set up regular payments from my account?

  Yes. You can set up payments to be processed on a set date each month.

  There’s also a standing order/Direct Debit facility that lets you set up regular sterling transfers to the UK from an Offshore Bank Account. And you can view, change or cancel any transfers set for a future date.

• What proof do I receive for transfers made via Internet Banking?

  To protect your account, we ask you to confirm each transfer request before we process it. When you click Confirm, you’ll receive a unique Transaction Reference. This reference is proof that your request has been accepted. You can also find the Transaction Reference on the Acknowledgement page – and you should use it if you have any queries about a transaction.

  We’ll also send secure e-Messages to your Internet Banking Contact Centre to confirm we’ve received your transfer request – and to let you know when we’re processing it and when it has been completed.

• If I request a transfer to the wrong person, can I cancel or stop it?

  If you’ve requested an immediate transfer, you might not be able to stop it.

  You can cancel any future or recurring payments up to 24 hours (business days only) before the scheduled processing date. For Standing Orders and Direct Debits from an offshore account to the UK you need to give us 3 working days notice.

  To cancel or change a transaction, choose Cancel or Change from the Future Transfer menu. Or call us on +44 1534 616313 if you’re an HSBC Premier customer – and on +44 1534 616000 if you have a standard account with us.

• Can I transfer funds between my accounts?

  Yes. And you can make these transfers immediately or schedule them for a future date.

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Global View and Global Transfers

• What are Global View and Global Transfers?

  Global View is an Internet Banking service that lets HSBC Premier customers view all the HSBC accounts they hold around the world. Once you’ve linked your HSBC accounts into Global View, and we’ve authenticated them, you can use our Global Transfers service to move money between eligible accounts in participating countries.

• How do I access Global View and Global Transfers?

  To access these services you have to be an HSBC Premier customer – and be registered for Internet Banking.

  To link your HSBC accounts into Global View:

  • log on to Internet Banking
  • select Go to Global View at the top of the left hand column
  • follow the simple steps to link your HSBC accounts.

  When your accounts are linked, you can start using Global Transfers.

• Can I use Global Transfers to make international transfers involving foreign exchange?

  Yes. You can make a transfer straight away, schedule it for a future date or set up a recurring transfer. Once you’ve linked your HSBC accounts into Global View, you don’t have to enter IBANs, BICs, Swift codes or bank addresses to transfer money between eligible accounts in participating countries.

• Can I use Global Transfers to move money from my other HSBC accounts into my HSBC International accounts?

  Yes. Our Global Transfers service lets you move money into any eligible offshore Jersey current and savings accounts from the other HSBC accounts you’ve linked into Global View (as long as these accounts are eligible, and held in participating countries).

• Is there a fee to use Global View or Global Transfers?

  No. It’s free to use both these services – and to use Internet Banking.

• Do transfers made using Global Transfers still take up to three working days to be credited?

  No. Global Transfers happen instantly - so you can make faster international transfers between eligible HSBC accounts in participating countries.

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