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Frequently asked questions
How to change my password?
We upgrade our online banking platform regularly to provide better service. During the transition period, please use the “forgotten password” function on the logon page to change your password.
In case you encounter any issues, please visit the nearest HSBC Macau branch or contact us through our Personal Banking Hotline at +853 8599 2888 (Monday - Friday: 9am – 7pm, except bank holidays).
About the upgraded Online Banking
What do I need to start using Online Banking from HSBC?
HSBC’s Online Banking service is cross-browser compatibility and mobile responsive. For the best experience, we recommend:
Chrome (latest version)
Firefox (latest version)
Internet Explorer (latest version)
Safari (latest version)
Why am I getting a new Online Banking?
At HSBC, we are continuously evolving and adopting our services to meet your banking needs. That’s why we are currently making enhancements to your Online Banking experience.
What are the changes on Online Banking?
On the upgraded Online Banking:
See a new and refreshed homepage design
Easily access commonly used banking services with quick Links and top menu bar
See the last log on date and time on the homepage
Know what accounts you have
Check account details – account balance, available balance, last three transactions
Check transaction history – date, amount and description of transactions
Seek help and support at the bottom of any pages
New Move Money experience (money transfer for self-accounts / other HSBC accounts, credit card, telegraphic transfers)
What is Quick Links and can I customize which ones to be on the menu?
You can locate Quick Links on the top of the Account Summary page, click on the arrow and expand or hide the menu of Quick Links on the Personal Internet Banking homepage. Quick Links menu provide easy access to the most commonly used banking services.
For now, the icons of the Quick Links are fixed. There will be continuously enhancements made to advance your experience of banking with us.
How do I search for a transaction?
To search for a specific transaction, select the magnifying glass icon Search and filter function above your account transaction list. Search can find banking and credit card transactions made in the last 90 days.
Note: Loans, Term Deposit Accounts and Mortgages are not supported for Search and filter.
What are the account status “Dormant” and “Unclaimed” on the account list referring to?
If your account(s) has a “Dormant” or “Unclaimed” indicator, this denotes that there has been no activity (transaction) initiated in your account(s) for the past 12 and 36 months respectively. Therefore, the bank has placed certain access restrictions to protect your account(s) from unauthorized activity.
For “Dormant” account(s), you may contact us during service hours at our Personal Banking Hotline: +853 8599 2888.
For “Unclaimed” account(s), you may visit your local branch in order to reactivate your account.
I find a print button on the page, what is its function?
Some pages provide a “Print” button to create an easy-to-read, print-friendly version of the page that you are viewing. This can then be printed.
In which file formats can my transaction history be downloaded from Personal Internet Banking?
You can choose to download your transaction history from Personal Internet Banking in a CSV file format, which allows them to work with other programs such as Microsoft Excel.
What does Move Money mean?
Move Money is a single place for managing all your transfers from your HSBC accounts worldwide. With Move Money you can:
Money transfer for self-accounts / other HSBC accounts, credit cards, telegraphic transfers, domestically and internationally in MOP and supported foreign currencies.
Save a payee easily for future transfers.
Send money to an existing payee or add a new payee.
Set up an immediate transfer, dated or recurring transfer.
What is “Add to your payees”?
Simply click “Add to your payees” if you would like to add payee into your payee list for simpler regular transfers. This is a useful feature if you transfer regularly (for example, pay school fees) to the third-party account.
The maximum daily limit for transfers to “My Payee” are:
Daily limit for payee add via Personal Internet Banking is up to MOP 50K (non-designated payee)
Daily limit for payee add via branch is up to MOP 1M (pre-designated payee)
How do I transfer to my saved payees?
We have simplified the transfers for your saved payees. Right after selecting the source account for the transfer, select “Your account or someone you’ve paid before” option and choose from your list of saved payees.
Where can I find my 10-digit Phone Banking Number?
Please visit an HSBC Macau branch or contact our Personal Services Hotline at +853 8599 2888 during service hours for more information.
Where can I find my ATM card issue number?
You may find the issue number on the lower right corner of your HSBC ATM card.
I don’t have an ATM card PIN/credit card PIN/ Phone Banking PIN, what should I do?
To request for a PIN, visit an HSBC Macau branch or complete one of the following service request forms:
To request for ATM card PIN, please complete the ATM Security Measure Services Request Form
To request for Phone Banking PIN, please complete the Phone Banking and Online Banking Service Form
Authentication security code
How to activate my Security Device
Click here to find out how to activate your security device.
What is an activation code? Where can I get it?
It is a set of 10-digit one-time verification code that is sent to your registered mobile phone via SMS. On the “Activate security device” page, click on “Generate new code” below the “Activation code” field, and you will receive the SMS verification code.
Where can I find the security device serial number?
It can be found at the back of your Security Device.
What is a security code? Where can I get it?
A 6-digit one-time verification code will be generated on the screen of the Security Device by pressing the button.
I can’t receive the SMS activation code because I’ve changed my mobile number, what should I do?
If you have Phone Banking services, please contact +853 8599 2888 to update your mobile number. Otherwise, please visit the nearest HSBC Macau branch.
I generated several SMS activation codes, which one should I use?
If you have generated multiple one-time verification SMS, please use the latest activation code that you received.
I did not receive the SMS activation code, what should I do?
You may contact us at our Personal Banking Hotline at +853 8599 2888 or visit the nearest HSBC Macau branch to confirm your mobile number. Our staff will check if there’s any issues and ensure that your registration process is smooth.
I’ve mistakenly deleted the SMS with the activation code, what should I do?
Please click on “Generate new code” below the “Activation code” field again to receive a new SMS activation code.
How do I get a Security Device?
After registration, please visit one of the HSBC (Macau) branches to collect a Security Device within 3 working days upon completed registration.
If you are unable to visit our branch to collect the Security Device, we will mail the Security Device to your address according to the Bank’s record after 3 working days upon completed registration (postal lead-time is not included, applicable to Macau addresses only).
How long does it take to receive a Security Device for addresses within Macau?
It may take up to 14 working days to reach you at your registered correspondence address. If you do not receive it by then, please contact us at +853 8599 2888.
Can I use someone else’s Security Device?
No. Once you activate your Secure Device, it's uniquely linked to your Online Banking account.
How long will the battery of the Security Device last?
The Security Device is battery-powered with a lifespan of approximately three years, depending on the frequency of the usage. Please bring the Security Device which battery has been used up and visit an HSBC Macau branch for a new replacement device.
Do I have to replace the battery in my Security Device when it runs out?
No, the battery in the Security Device can't be removed. When the battery of your Security Device runs out, please bring the Security Device that you have and visit an HSBC Macau branch. We will give you a replacement Security Device.
Enhanced password reset
I’m an existing user, why do I have to reset my logon password?
HSBC is committed to ensuring your safety when banking with us online, so we’ve strengthened our online security measures by requiring existing Online Banking users to reset their login passwords. As you’ve been migrated to the new platform, this new set of password will provide you with higher security and give you access to all Online Banking services.
I forgot both my username and password, what should I do?
Please visit an HSBC Macau branch, our staff will verify your identity and information.
What is a reference number?
After you pressed “Forgot password” on the login page and have reset your login password, you will be prompted to a page with a reference number. The reference number is made up with a combination of letters and numbers. Verify this reference number at an HSBC (Macau) branch, over phone banking or using the “Phone Banking and Online Banking Services Form” to reactivate your Online Banking account.
I’ve reset my login password and a reference number is generated, am I supposed to verify the reference code with an HSBC agent within a certain period of time?
No, there is no expiration period to verify the reference number. You may contact us to verify the reference number anytime during service hours.
I’ve reset my password multiple times, am I supposed to use the latest reference number generated when doing verification with an HSBC agent?
No, customer may choose to submit any set of reference that was previously generated. Please be reminded that upon log on, the password needed for login has to be the password that was set for generation of this particular serial of reference number that was submitted to the HSBC agent.
Which channels can I verify the reference number after resetting the password?
Call our Personal Banking Hotline at +853 8599 2888 during service hours. You can logon with the new password immediately right after verification, or;
Complete “Phone Banking and Online Banking Services Form” with the reference number and customer’s signature. Submit the form either to the nearest HSBC Macau branch or by post. Once the form is received, you can logon to Online Banking in 3 working days.
Can I logon through Online Banking right after verification of the reference number?
If you verify your reference number over our Personal Services Hotline, you can logon with the new password immediately right after verification.
If you verify your reference number by submission of the “Phone Banking and Online Banking Services Form”, you can logon to Online Banking in 3 working days.