Frequently asked questions

If you'd like to receive funds via telegraphic transfer, you'll need to provide the following information to the overseas bank:

• Our bank name: The Hongkong and Shanghai Banking Corporation Limited
• The address of our Macau Office: 639 AVENIDA DA PRAIA GRANDE
• Our SWIFT code: HSBCMOMX
• Your HSBC Macau account number
• Your name

If you already hold an HSBC credit card and want to apply for another HSBC credit card, you’ll still need to resubmit the relevant application documents:

1. If you are a Macau permanent resident aged 18 or above, please provide:
    1) Macau SAR Permanent Resident identity card
    2) Income proof issued within the consecutive 3 months 
    3) Address Proof (within the latest 3 months) of card Holders, please refer to “Examples of address proof” section in Account Maintenance for details.

2. If you are a Macau non-permanent resident aged 18 or above, please provide:
    1) Identification document, for example,
      i) Macao SAR Non-permanent Resident Identity card, or (and)
      ii) A valid travel document with name, date of birth, nationality, and travel document number (Passport/Exit-Entry Permit for Travelling to and from Hong Kong and Macao) and Blue card
    2) Corporate contract
    3) Income proof issued within the consecutive 3 months 
    4) Address Proof (within the latest 3 months) of card Holders, please refer to “Examples of address proof” section in Account Maintenance for details.

3. If you are aged 16 or above who wants to apply for an additional card, please bring your identification document with primary card holder to visit the branch to fill in the form.

In order to prevent you from any fraud/scam attack, you can only bind for one device on HSBC Macau Mobile Banking App.

1. If you are digital secure key user, please follow below steps to reset your password:

• Please contact us at our customer service hotline +853 8599 2888 to assist you in removing your registered mobile device
• After removed, log on to our Internet Banking with your username and select "Forgotten Password“
• Create a Security question and answer
• Record the reference number and inform the customer service hotline staff to activate the new password

2. If you are physical secure device user, please follow below steps to reset your password:

• Log on to online banking with your username, then select “Forgotten password” to reset your password.
• Upon creating a new password, a reference number will be generated on the page.

We need to verify your identity and the reference number to activate the new password, you may 

• Call our Customer Service Hotline at +853 8599 2888 during service hours (Monday - Sunday: 9am – 11 pm). You can logon with the new password immediately right after verification
• 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.

• The maximum transfer amount for 'Easy Transfer' per account is MOP/HKD 20,000 , and the daily transfer amount per account is MOP/HKD 20,000. Customers can receive payments through the above services, and there is currently no upper limit on the amount to be collected.
• When corporate customers use the batch inter-bank transfer service, the maximum amount that each corporate account can transfer to the same receiving account per day is MOP/HKD 200,000.

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.

There are two branches in Macau.

Under normal circumstance, it would take about 45 minutes to complete the account opening process. There is no minimum balance requirement.

For the purpose of security and to help protect you and your account(s) from fraudulent use, if all your account(s) with HSBC Macau have not been used for at least 12 consecutive months, some of your account services will be temporarily suspended until it is reactivated. 

1. If you are currently in Macau:
   Please visit your nearest HSBC Macau branch with the same identification document(s) that you used to open the account. We may also ask for Address Proof (issued within recent 3 months) include your name and address, please refer to “Examples of address proof” section for details.
2. If you are currently outside of Macau:
   Please visit any HSBC branch in your city with  your updated identification document(s), complete and sign your signature (the signature on the form should match with the signature on bank record) in the customer dormancy reactivation form in the presence of our HSBC staff and mail the completed form with your certified true copy of your identification document(s) to The Hongkong and Shanghai Banking Corporation Limited, Macau Branch at 639, Avenida da Praia Grande, Macau, Digital Business Services Department.

Please enquire the bank where you have an account regarding the documents required for account reactivation. You may bring them to your nearest HSBC Macau branches for certified true copy of original documents where necessary.

To protect your interest, please visit our branch to complete change of customer information instructions form with your identification document.

Currently, deposit to overseas bank accounts (including HSBC Group) could only be performed via telegraphic transfer at branch/online banking.

As times deposit rates fluctuate on a daily basis, for enquiries on such rates at any date, you may visit one of our branches, log on to our phone banking service or contact us through our Customer Service Hotline at +853 8599 2888 (Monday - Sunday: 9am – 11 pm)

The UnionPay App offers one-stop mobile payment services to its users, such as UnionPay QR Code Payment Service. UnionPay QR Code Payment Service is accepted at over 40,000 merchants in Hong Kong SAR and Macau SAR as well as at merchants in mainland China and 32 overseas countries and regions.

The UnionPay App is available on iOS or Android devices running the latest operating system. In Macau SAR, customer can download UnionPay App from official Apple App Store and Google Play Store.

To get started, you need to fulfil the following requirements:

• Eligible mobile devices.
• The latest version of operating system on the mobile device.
• A supported HSBC UnionPay Credit Card*.
• Download the UnionPay App and create a UnionPay App account.
• Provision eligible HSBC UnionPay Credit Card on to the UnionPay App.

HSBC Pulse UnionPay Credit Cards.

There is no additional cost charged by UnionPay App to customers who use their HSBC Pulse UnionPay Credit Card with UnionPay QR Code Payment Service. However, your HSBC Pulse UnionPay Credit Card's terms and conditions will apply for purchases made with UnionPay QR Code Payment Service.

You can make purchases by provisioning your HSBC UnionPay Credit Card in the UnionPay App, selecting the QR Code option for payment, displaying the UnionPay QR Code on the UnionPay App and getting the QR Code scanned at the time of payment to complete the transaction (Consumer Presented Mode), or you can scan the merchant's UnionPay QR Code at the time of payment to complete the transaction (Merchant Presented Mode).

Consumer Presented Mode – This is where the customer will generate a dynamic UnionPay QR Code on the UnionPay App for the merchant to scan to trigger a payment transaction.

Merchant Presented Mode – This is where the merchant will provide a static UnionPay QR Code or generate a dynamic UnionPay QR Code for the customer to scan with the UnionPay App to trigger a payment transaction.

The UnionPay QR Code payment transaction is a secure way to make payments. When you add your card to the UnionPay App, your credit card information is being tokenized (Tokenization is a widely used industry standard encryption technology) and stored in a secure server. When you make a purchase, your tokenized number will be decrypted and sent to HSBC Bank for payment processing via a secure channel.

• Do not choose a device passcode that can be easily guessed by anyone else or tell anyone else what your device passcode.
• Do ensure that you do not store anyone else's fingerprint / Face ID or other biometric ID within your mobile device.
• Do not install software or app from unknown sources or jailbreak your device.

You can create a new UnionPay App account in a few easy steps:

• Download UnionPay App from official appstore.
• Open UnionPay App and tap ‘Register’ on home screen.
• Input your mobile number*.
• Accept user agreement.
• Enter SMS password.
• Create a login password.
• Re-enter login password for confirmation.
• Create a gesture password (optional).
• Confirm if you want to enable gesture fingerprint for login (optional).
• UnionPay App account created confirmation is shown.

*Please make sure the mobile number matches with the one you have previously registered at HSBC, otherwise authentication will fail when provisioning HSBC UnionPay Card to UnionPay App.

You can add your HSBC UnionPay Credit Card in a few easy steps:

• Open UnionPay App.
• Select Card Management on the home screen.
• Select Add Card.
• Input the 16 digit credit card number or use your camera to scan the card number on the front side of the credit card and tap Next.
• *Input the CVN2 and expiry date and select Next.
• A One-time Password (OTP) will be sent to you for authentication by SMS, input the OTP as requested
• If this is the first time a credit card is being provisioned on the UnionPay App account, UnionPay App will prompt user to enter a 6-digit "Payment PIN" for high-value transactions with UnionPay QR Code Payment Service.
• Re-enter the Payment PIN.
• Card provision successfully.

*Mobile number will also be used for authentication purposes, and it is preset based on the mobile number used for creating the UnionPay App account. Please note, this number must match with the mobile number that is held with HSBC bank for the cardholder, otherwise the provisioning will fail.

For security purposes, UnionPay App will ask you to enter a one-time password (OTP) to confirm your identity during provisioning of HSBC UnionPay Credit Card. The code is a unique series of numbers that will be sent to your mobile number that previously registered with the Bank via SMS. To receive the one-time password, please make sure you can access your mobile network when you are using the service. If you are planning travel overseas, please contact your mobile network provider to activate the SMS Roaming Service on your phone.

You need to enter the one-time password within a specific time frame. Otherwise, it will expire. If you can't receive the one-time password, please contact UnionPay Customer Service Hotline for further assistance.

The UnionPay App will ask you to enter a one-time password when conducting a high-value transaction in Merchant Presented Mode.

No. After successful log in on a different device, your previously provisioned cards will appear in the UnionPay App.

You can continue to use your HSBC Pluse UnionPay Credit Card as you normally do after you have added it to UnionPay App.

Consumer Presented Mode

To pay in store that supports Consumer Presented Mode, you will need to:

• Open the UnionPay App and select Payment Code on the home screen then a UnionPay QR Code will be generated.
• The merchant will then scan the QR Code on UnionPay App.
• UnionPay App will display a confirmation screen after successful transaction.

If the transaction is larger than RMB300 or HKD equivalent (by default), you will need to enter the "Payment PIN" that was created when provisioning a credit card for the first time on the UnionPay App. You can also change the default value to RMB1000 or HKD equivalent.

Merchant Presented Mode

To pay in store that supports Merchant Presented Mode, you just needs to:

• Open the UnionPay App and select scan on the home screen.
• The camera function on the mobile device will activate.
• Using the mobile device's camera, scan the merchant’s UnionPay QR Code.
• Enter the amount and confirm. If the amount is shown on screen already, please make sure the amount is correct.
• After confirmation of the amount, UnionPay App will ask you to enter the "Payment PIN" that was created when provisioning a credit card for the first time on the UnionPay App to proceed with the transaction.
• A confirmation screen will be displayed after a successful transaction.

If the transaction is larger than RMB1000 or HKD equivalent, a one-time password (OTP) will also be sent to your bank registered mobile number and is required to be inputted in the UnionPay App to complete the transaction.

Once you've provisioned your HSBC Pulse credit card, you can make payments in Mainland China. There are 2 types of UnionPay QR Code that merchants can accept, Hong Kong SAR or Overseas and mainland China. If you allow UnionPay App to access your location and your GPS shows that you are located in mainland China, when you click "Payment Code", a UnionPay QR code for mainland China merchants will be generated. If the GPS shows that you are located in Hong Kong SAR , Macau SAR or overseas, a UnionPay QR code for Hong Kong SAR or oversea merchants UninoPay QR code will be generated. Not to allow the App to access your location, you can visit More settings – Switch to Chinese Mainland Payment / Switch to non-Chinese Mainland Payment to update the payment QR code method.

You can use UnionPay QR Code Payment Service in Hong Kong, Overseas or Mainland China to pay in stores that accept UnionPay QR Code or stores that display the UnionPay App logo.

(Note: or MOP equivalent amount)

You can make a refund by contacting the merchant directly, as you would refund any payment made via your physical card. When making a return, please ensure that you bring your original receipt, the device used for the purchase and your physical card. Refund will be debited to your Credit card account at later date.

Yes. All payment transactions completed with the UnionPay App will appear with "UPI QRC" on your credit card e-Statement / e-Banking account.

If your HSBC UnionPay Credit Card is lost or stolen, please contact our 24-hour Report Lost Card Hotline at (852) 2233 3000 immediately to stop your credit card. We will stop your credit card immediately so that no more purchases can be made, and the digitized HSBC UnionPay credit card on the UnionPay App will also be permanently deactivated. When you receive your re-issued card, you will need to add the new card to UnionPay App again before making any UnionPay QR Code Payment Transactions.

If your device is lost or stolen, please contact our Customer Service Hotline to permanently deactivate your credit card. You can find the hotline number on the back of your credit card.

Alternatively, you can log into your UnionPay App account on another device to force log out your account.

No. It will not affect your physical card. You will still be able to use your physical card.

Yes. You will need to provision the new credit card in UnionPay App.

No. Your previously provisioned credit card can still work in UnionPay App after you activate your replacement card.

Yes. Simply open UnionPay App and select Card Management and select the card you want to remove.

You can find more information about UnionPay App at: www.unionpayintl.com/en

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.

Please visit the nearest HSBC Macau branch or contact our Customer Services Hotline at +853 8599 2888 during service hours for more information.

If there are multiple incorrect log on attempts, mobile banking access will be temporarily suspended. Please log on to online banking with the security device to restore the access.

• If your device is lost or damaged, please visit the nearest HSBC Macau branch or contact our customer service hotline at +853 8599 2888 to remove your mobile banking from your old device.
• If you still have your old device and wants to switch to new device, please simply follow the steps to first remove the HSBC Macau Mobile Banking App on your current device, then reinstall and activate again on your new device

Once your Digital Secure Key has been activated, your physical security device will be deactivated immediately. You can return this to any of our branches or dispose it yourself.

Simply follow the steps to generate the security code.

Since your device is jailbroken / rooted, your device may be less secure and may lead to fraudulent transactions. For security reasons and to protect your interest, you will not be allowed to use our app.

In order to continue using our mobile banking services, please remove the Digital Secure Key from the jailbroken / rooted device, then you may reactivate Digital Secure Key on another non-jailbroken / rooted device. In the meantime, if you have dual password, you may logon with a non-jailbroken / rooted device or Online Banking to enjoy selected services or use other channels to manage your banking needs.

The probability of a false match when using Face ID may be different under some circumstances, e.g., twins or siblings that look like you, or if you are in adolescence and disable "Require Attention for Face ID" function from your device settings.

Yes, you can still generate the security code while offline.

In order to prevent you from any fraud/scam attack, you can only bind for one device on HSBC Macau Mobile Banking App.

Please visit the nearest HSBC Macau branch or contact our customer service hotline at +853 8599 2888 when you have difficulties on accessing the security code.

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.

It can be found at the back of your physical Security Device. 

If you have Phone Banking services, please contact Customer Service Hotline +853 8599 2888 to update your mobile number. Otherwise, please visit the nearest HSBC Macau branch.

Please try below ways: 

• Restart the mobile device by removing the SIM card and inserting it back again and then retest.
• Free up some phone memory and then retest.
• Make sure that you are in full network coverage and then retest.
• Make sure you are in home network (not in roaming network) and check if you are having the full network coverage.

If still can’t receive the SMS activation code, you may contact us at our Customer Service Hotline at +853 8599 2888 or visit the nearest HSBC Macau branch. Our staff will check if there’s any issue and ensure that your registration process is smooth.

Please click on “Generate new code” below the “Activation code” field again to receive a new SMS activation code.

After registration, please visit the nearest HSBC Macau branch to collect a Security Device within 3 working days upon completed registration. 

If you fail to pick up the physical security device at our branch, we will mail it to your registered correspondence address in the bank three working days after you have successfully registered for Online Banking (not including the delivery time , only applicable to Macau addresses).

Alternatively, you can register with our Digital Secure Key.

It may take up to 14 working days to reach you at your registered correspondence address within Macau. If you do not receive it by then, please contact Customer Service Hotline at +853 8599 2888.(Monday - Sunday: 9am – 11 pm)

No. Once you activate your Secure Device, it's uniquely linked to your Online Banking account.

Please visit the nearest HSBC Macau branch, our staff will verify your identity and information

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.

1. If you are digital secure key user, please follow below steps to reset your password:

• Please contact us at our customer service hotline +853 8599 2888 to assist you in removing your registered mobile device
• After removed, log on to our Internet Banking with your username and select "Forgotten Password“
• Create a Security question and answer
• Record the reference number and inform the customer service hotline staff to activate the new password

2. If you are physical secure device user, please follow below steps to reset your password:

• Log on to online banking with your username, then select “Forgotten password” to reset your password.
• Upon creating a new password, a reference number will be generated on the page.

We need to verify your identity and the reference number to activate the new password, you may 

• Call our Customer Service Hotline at +853 8599 2888 during service hours (Monday - Sunday: 9am – 11 pm). You can logon with the new password immediately right after verification
• 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.

If you have forgotten your 6-digits PIN, please enter your online banking password in the HSBC Macau Mobile Banking app to reset your 6-digits PIN.

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.

You may:

• Call our Customer Service Hotline at +853 8599 2888 during service hours (Monday - Sunday: 9am – 11 pm). You can logon with the new password immediately right after verification
• 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.

• If you verify your reference number over our Customer Service 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” in branch , you can logon to Online Banking in 3 working days. 

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
• 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.

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 adds via Online Banking is up to MOP 50,000 (non-designated payee)
• Daily limit for payee adds via branch is up to MOP 1,000,000 (pre-designated payee)

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.

The time required for each telegraphic transfer may vary depending on the destination of the payment. The related fee can refer to our bank tariff guide.

1. For new transfer to a person or payee added via Online Banking, daily limit is up to MOP 50,000. 
2. For pre-designated payee, the payee added via branches, daily limit is up to MOP 1,000,000.

Online remittance in RMB is currently not available, please visit branch.

For security reason and to protect our customer, if you have not made any transfer to a non-designated payee in 12 consecutive months, the daily transactional limit to non-designated payee will be changed to zero.

1. Log on to online banking
2. Open secure messages and click on “send us a message”
3. Choose “manage the future transfer”, follow the on-screen instruction and click “send” to complete the set up

• You would need to provide your HSBC MOP/HKD account number to the remitter
• Your account can be Saving account, Current account, or Credit Card in Macau Pataca (MOP)/ Hong Kong Dollar (HKD)

There will be no service fee charge by HSBC Macau for using this inward payment service.

• The maximum transfer amount for 'Easy Transfer' per account is MOP/HKD 20,000 , and the daily transfer amount per account is MOP/HKD 20,000. Customers can receive payments through the above services, and there is currently no upper limit on the amount to be collected.
• When corporate customers use the batch inter-bank transfer service, the maximum amount that each corporate account can transfer to the same receiving account per day is MOP/HKD 200,000.

No, the service does not support cross-currency transaction.

The Macau SAR Government guarantees your money up to MOP 500,000 per person, per institution. 

Savings account, Current account, and Time deposits account in MOP and other foreign currencies are protected.

The maximum protection is up to MOP 500,000 per person per institution, the joint account is deemed to have equal share in the deposit and compensated accordingly under the individual profile.