Business Internet Banking Frequently Asked Questions

General Enquiries

Security – Overview

Management Control – Overview

Management Control – Dual Authorisation

Banking Service – Account Balance

Banking Service – Transfers

Security Tips

Is BIB available 24 hours a day?
Yes, BIB is available 24 hours a day, 7 days a week. However, some transactions made outside the Bank’s cut-off time will be processed on the next day.

Can I access BIB when I’m abroad?
Yes. All you need to do is to ensure that you remember your BIB ID / Username, Password and have your Security Token with you while you are abroad.

Is BIB service secured?
At HSBC, we are committed to ensuring a secured online banking channel for our customers. Security is our top priority. Your financial information is protected by:

Each time you access BIB, your Username, Password and a unique Security Code generated by the Security Token must be entered. If there is no activity after 10 minutes, your BIB session will be terminated automatically to prevent unauthorised access.

How do we register for BIB service?
You need to complete the Business Internet Banking Application Form and provide details of each Primary User whom your company has nominated to have access to BIB. Upon completion of the Application Form, please submit it to HSBC Main office/HSBC Commercial Banking Centre. The Bank will review your Application Form and thereafter forward it to our Service Centre to set up your BIB service. Each User will receive a unique Electronic Banking Number or BIB ID, Password and Security Token which will be mailed separately to the correspondence address of your company. A signed acknowledgement is required from each user before their transaction limits are enabled by the Bank.

How many users can we nominate?
Depending on your business and financial control requirements, you must nominate at least one Primary User (up to 2 Primary Users are supported) and may create up to eighteen (18) Secondary Users online.

If I open a new account after registering for BIB, will it automatically be added to BIB?
Yes, with Autopull, newly-opened accounts will be accessible via BIB automatically. The Primary User will then need to set the Account Control for this new account as well as assign access to users in the company.

What is the difference between ‘X’- Close and ‘Log Off’?
The ‘X’ close button allows you to end your BIB session without logging off from your business page. The ‘Log Off’ button logs off and thus terminates your BIB session completely and securely. If you wish to access BIB again, you must log on again.

What shall I do if I suspect that there are fraudulent transactions on my account?
You should immediately contact our Internet Banking Customer Service Hotline at telephone number 853-85992882 during office hours.

How are my Username and Password used?
Your Username is your unique identification when you access BIB. You can choose your own Username and Password when you register with us online. Each Username should be unique and the Password should contain 6 to 30 alphanumeric characters. After the registration and initial setup process, your Username and Password will enable you to securely access BIB.

What shall I do if I forget my logon Password?
If you have forgotten your Password, you can perform an Offline Password Reset. To do this, you will need to print the copy of the Offline Password Reset, Acknowledgement page, requests any Primary User of your company to sign at the bottom of the page and deliver it to HSBC Main office/HSBC Commercial Banking Centre to reset your Password.

Can I change my logon Password?
Yes. You can change your Password online at any time by selecting the ‘Services’ navigation menu on the left and by clicking ‘Change BIB Password’ after logging on to BIB. Your new Password should contain 6 to 30 alphanumeric characters and must be different from your Username and your previous Password. Passwords are case sensitive. For security reasons, it is advisable to change your Password regularly.

What is SSL Encryption?
SSL (Secure Sockets Layer) is a security standard which is commonly used in data communications over the Internet. It is used in BIB to allow you to exchange confidential information with us on the Internet in an encrypted manner. This means that no other parties can read the data you send to or receive from us.

Why do I need a Security Token to access my Internet Banking service? What are the benefits of using a Security Token?
At HSBC, we are committed to ensuring online security for our customers. The introduction of the Security Token means that BIB customers will have a two-factor authentication to access their BIB accounts. Two factor authentication works on the basis of something only the user knows (Username and Password) and something the user has (Security Token). A Security Token helps to protect your business from a large variety of internet fraud, which can not be protected otherwise, like phishing and Trojans.

How do I request for a Security Token?
The Security Token will automatically be sent to your company’s correspondence address as maintained in our record together with your BIB ID and Password after your company’s application for BIB has been approved. For Secondary Users that are created online by the Primary User, the BIB ID, Password and Security Token will be sent to the address as maintained by the Primary User upon successful creation of the Secondary User.

What should I do if my Security Token is stolen, lost or damaged?
Please call our Internet Banking Customer Service Hotline at telephone number 853-85992882 during office hours or send us an email through the ‘Contact Us’ function in our Website www.hsbc.com.mo immediately for deactivation. After which, your company is required to send in a Business Internet Banking Amendment Form for a replacement Security Token to be sent to you.

How do I use the Security Token?
When you register for BIB for the first time, you will be prompted to activate your Security Token. You need to:

When you next log on to BIB, you need to:

You will then be prompted to the Account Summary page to proceed with transactions via BIB

What should I do if the Security Code is not accepted?
For security reasons, the Security Code is a unique number and is only valid for a certain period of time. If you input an expired Security Code when you log on to BIB, you will receive an error message. Please press the grey button again on the Token to obtain a new Security Code. If the problem persists, please call our Internet Banking Customer Service Hotline at 853-85992882 during office hours for assistance.

Does the battery need replacing?
The Security Token has been designed to last an average of five (5) years. Once the battery is low, the message, ‘batt’ will appear on the LCD screen of the Security Token. As the battery within the Security Token cannot be replaced, you will need to replace the Security Token. Just write to us or send us your completed Business Internet Banking Amendment Form to obtain a replacement Security Token.

Can I use the Security Token to logon to BIB when I am abroad?
Once you have activated your Security Token, it will be required every time you wish to access BIB regardless of your location. The Security Token has been designed to be small, light and easily transportable and you can access to BIB everywhere in the world using the Token.

How many types of users can be created for BIB?
There are two types of users in BIB, namely Primary and Secondary Users.

How are the types of access right and limits set up in BIB?
The access rights and limits for Primary Users are setup by HSBC in accordance with the information provided in the Business Internet Banking Application Form by the company. The Primary User will determine the access rights and limits of the Secondary Users when they create the Secondary Users online. The limits which may be assigned to the Secondary User will be up to the Primary User’s own limits.

Who can be a Primary User in BIB?
A Primary User must be the authorised signatory of your business / company or someone who has the authority to authorise transactions of higher value on behalf of the company. As the Primary User will be given the function to setup Secondary Users online as well as assign transaction limits to each Secondary User, you should consider nominating higher-ranking employees in your business / company to be the Primary Users.

How many Primary Users are allowed in BIB?
You must nominate at least one Primary User in BIB. Our system, however, can support up to 2 Primary Users.

Who can be the Secondary Users in Business Internet Banking?
The Primary User can appoint anyone to be a Secondary User. Secondary Users are responsible for the day-to-day operations of the business / company accounts and they basically share the same functions and access rights as that of a Primary User with the exception of the Administrative functions which only Primary Users are entitled to. However, depending on your business requirements and for control purposes, the Primary User may wish to assign lower daily limits to Secondary Users or to allow certain category of Secondary Users to perform transaction preparation only.

How many Secondary Users are allowed in BIB?
The Primary User can appoint up to a maximum of eighteen (18) Secondary Users for the day-to-day operations of your business / company.

What does authorisation in BIB mean?
Authorisation in BIB means approval of transactions. This allows different users to have different levels of access to your business accounts. A user can authorise transactions up to his / her transaction daily limits and within the signature group limits in the Authorisation Matrix under Account Control Setup. If a user creates a transaction but does not have sufficient limits to authorise the transaction, the transaction will fall under the ‘Instruction Pending’ queue and must be approved by other users with sufficient limits. If the user has sufficient limit but the transaction is above the single signature group under the Authorisation Matrix limit for selected Account, the transaction will either be sent to the ‘Instruction Pending’ queue if there are other Users within the company with sufficient limits or the user will be asked to reduce the transaction amount.

Under ‘Dual Authorisation’, what is the time window for the second authoriser to approve the transaction after the first authoriser has submitted the transaction?
The second authoriser must approve the transaction on or before the value date. Otherwise, the transaction will not be executed and will remain in the ‘Instruction Pending’ queue. The pending authorisation transaction will only be available in the pending list for seven (7) calendar days after which the item will be purged from the system.

Under ‘Dual Authorisation’, can the second authoriser amend the transaction details after the first authoriser has submitted the transaction?
The second authoriser can change the amount of the transaction, or delete the entire transaction submitted by the first authoriser.

Under ‘Dual Authorisation’, can the first authoriser notify the second authoriser to approve the urgent transactions via BIB?
No. BIB currently does not provide this function. The two (2) authorisers must contact each other directly. Alternatively, the authoriser must log on to BIB to check on the ‘Instruction Pending’ function to check on any outstanding / urgent transactions to be approved.

Under ‘Dual Authorisation’, is the transaction counted towards the daily limits of the authoriser who approved the transaction?
Yes. The transaction will be deducted from the transaction daily limits of the authoriser(s) who approves the final transaction. If the transaction requires dual signatures, the transaction daily limits for both authorisers will be deducted with the whole transaction amount.

How far can I trace the account transaction history?
You can view transactions for up to two previous statement cycles or the last 90 days of your company’s accounts.

How long does it take for the transfer funds to be deposited into the designated account?
If you select ‘Transfer now’ to any other HSBC banking accounts, the transferred funds will be deposited in the designated HSBC account immediately.

What happens if I want to make a foreign currency transfer on a public holiday?
If the transaction date falls on our public holiday, the transaction will be processed on the next business day.

How can I check the exchange rate when transacting in foreign currencies?
You can select ‘Currency Calculator’ on the left hand navigation menu in order to obtain an indicative rate for reference. Please note that this indicative rate may differ slightly from the actual exchange rate used at the time of the transaction.

Do I get a reference number for each payment I make?
Yes. A unique transaction reference number is automatically generated for each payment transaction executed.

Do I need to have sufficient funds in my account when I make a forward-dated payment?
It is not necessary to have sufficient funds in your company’s account at the moment when you make a forward-dated payment. However, your company’s account needs to have sufficient funds on the value date of the payment.

To prevent unauthorised access to BIB, the following security tips must be observed: