FAQ

1. What is Mobile Banking?
   Mobile Baking is an Iinternet-based service that allows for safe and convenient banking on the go through your mobile or smartphone device. It provides you access to our key Internet Banking features including: balance enquiries (including Global View), transaction history retrieval, term deposit subscriptions, funds transfer, payment of HSBC credit card balances along with foreign exchange, bill payment and interest rate requests.
2. How is mobile banking different to internet banking?
   Mobile banking is designed specifically for use on mobile devices. Mobile banking is formatted for optimal viewing performance on smaller screens.
3. How do I access HSBC Mobile Banking?
   If you use iOS (Apple iPhone) or Android based smartphones (such as Samsung, Sony, LG etc.), please download the HSBC Mobile Banking application available on the Apple App or Google Play stores.
4. What mobile device operating systems are supported for HSBC Mobile Banking?
   • iPhone iOS 5.0 or above
   • Android OS 2.3 or above
5. Will Mobile Banking work on my pre-paid mobile device?
   Mobile banking works on any type of mobile device that has an internet connection. Please check with your service provider regarding data charges that may apply.
6. How much does HSBC Mobile Banking cost to use?
   There are no bank charges for downloading & using the HSBC Mobile Banking application and service. Standard Internet Banking transaction fees still apply when using HSBC Mobile Banking, however. Data charges from your mobile service provider may apply. Please check with your service provider regarding data charges.
7. Do I need to register for HSBC Mobile Banking?
   To access HSBC Mobile Banking you will need to use your Personal Internet Banking logon details. If you have not registered for Personal Internet Banking, please click here to register.
8. What is the URL (address) for Mobile Banking?
   Please enter www.hsbc.co.id into the browser of your mobile device. The Mobile Banking home page will appear if you are browsing from a supported mobile device. As a reminder, iPhone and Android users can download the HSBC Mobile Banking application available on the Apple App and Google Play stores respectively to provide an even better mobile banking experience.
9. What banking features are available via HSBC Mobile Banking?
   The following features are available through HSBC Mobile Banking:
   • Check and inquire your account portfolio.
   • Access your HSBC account worldwide using Global View.
   • Open Time Deposit Online.
   • Pay your HSBC Credit Card Balance.
   • Fund transfer to HSBC or other bank via SKN, RTGS, Realtime Online Transfer, Telegraphic Transfer.
   • Convenience way of paying your bills:
     • Payment
       • Telecommunication Provider ( Telkomsel, Indosat, XL, TELKOM)
     • Purchase
       • Telecommunication Provider (Flexi, Indosat, Telkomsel, XL)
   • Check Foreign Exchange , interest rate, branch and ATM Locations
   • Check for latest HSBC Promotional Programs
   For other services such as opening new accounts, please access your HSBC Internet Banking on a desktop device.
10. Will HSBC Mobile Banking work on my tablet?
    The HSBC Mobile Banking Application can be used on Apple iOS and Android tablets. Download the HSBC Mobile Banking application available on the Apple App and Google Play stores respectively to provide the best mobile banking experience.
11. Will the HSBC Mobile Banking application always be available?
    Despite the unlikelihood of it occurring, the application may be removed from the appropriate application store at any time by Apple, Google, or HSBC. If the application is to be removed, we will do our best to notify you. We may update the application at any time and you may be required to download the most recent version of the app to continue using HSBC Mobile Banking.
12. How can I access other HSBC Internet Banking functions that are currently not available via HSBC Mobile Banking?
    You can access the full version of HSBC Internet Banking by logging on through our website www.hsbc.co.id on a desktop device such as a laptop or computer.

Using HSBC Mobile Banking

1. I have been asked to access the full HSBC website (www.hsbc.co.id) after first use of HSBC Mobile Banking. How do I do this?
   Log off from HSBC Mobile Banking and you will be redirected to the pre-logon page. Here, there is an icon/quick-link to "full website" at the bottom of the page. Only this page carries an icon/link to the HSBC Internet Banking "full website".
2. Can I access HSBC Mobile Banking overseas?
   Yes, Mobile Banking (including the application) is accessible from any location just as long as your device has an Internet connection. Please note that you may incur roaming data charges while overseas. We recommend that you check your roaming coverage and mobile phone charges with your service provider prior to travel.
3. Can I activate my security device via HSBC Mobile Banking?
   No, activation of your Online Security Device may only be completed by accessing your HSBC Personal Internet Banking.
4. Do I need an HSBC account to use HSBC Mobile Banking?
   Yes, you must be a registered HSBC Personal Internet Banking user to use HSBC Mobile Banking.
5. If I have cancelled my HSBC Personal Internet Banking service, can I still access HSBC Mobile Banking?
   No. If you cancel your Personal Internet Banking service, you will no longer be able to access your account through Mobile Banking. If you have not registered for Personal Internet Banking, please visit the HSBC website in your country to register.
6. Will I need to have my security device to use HSBC Mobile Banking?
   Yes, you will need your HSBC security device to complete the full range of banking transactions. The same security and authentication procedures apply to both Internet Banking and Mobile Banking.
7. Can I use HSBC mobile banking to access my accounts with HSBC in other countries?
   Yes, HSBC offers mobile banking in many countries but it is only available through the iOS and Android applications. If you have accounts with HSBC in other countries, you can use the country selector tool within the mobile application to determine if mobile banking is offered in your country of interest. If available, you will be able to access your HSBC accounts in that country.
8. Can I pay bills using HSBC Mobile Banking?
   Yes. You can pay your bills of your telecommunication ( Telkomsel, Indosat, XL, TELKOM).
9. Can I change or delete a scheduled transfer/payment that I have previously set up using HSBC Mobile Banking?
   No, to change or delete a scheduled transfer/payment, please access HSBC Internet Banking on a desktop device
10. I need assistance with HSBC Mobile Banking, who can I call for help?
    Should you require assistance with Mobile Banking, please contact us on 1 – 500808 .

Technical Info

1. Can I be logged onto HSBC Internet Banking and Mobile Banking at the same time?
   No, you will receive an error message if you try to log on to them both within the same session.
2. What happens if I get locked-out of HSBC Mobile Banking or forget my password?
   Please access HSBC Internet Banking using a desktop device and select the "forgotten password" link. Should you need further assistance, please contact us on 1 – 500808 .
3. What happens to my HSBC Mobile Banking session if I leave my phone idle for a while?
   For security reasons, your HSBC Mobile Banking sessions will be automatically terminated after 10 minutes of inactivity. You will then need to log on again to resume activity.
4. What happens if I answer a phone call or SMS while using HSBC Mobile Banking?
   It depends on your device and data plan. Some devices are unable to allocate data to your mobile phone banking session while a call is taking place so if you accept a phone call or SMS while being logged onto Mobile Banking, your sessions may be terminated. You will then need to log on again to resume activity.
5. What Security measures can I take to protect my information when using the HSBC Mobile Banking app?
   Keeping your banking and personal information safe and secure is of vital importance to us. As demand increases for newer, faster, and better ways to bank, HSBC pledges to continue its efforts to maintain the highest levels of security for its customers. However, you too also play a vital role in keeping your personal information protected:
   • Keep your security details confidential and do not share them with anyone
   • Do not write your security details down, or store them in third party apps on your mobile device
   • Always check you have the very latest version of our app
   • Where possible keep, your phone operating system up to date
   • Where appropriate, regularly update your mobile device with trusted retail anti-virus and anti-spyware software
   • Avoid sharing your mobile device with others
   • Only use your own device when logging on to HSBC services, and if you have to use someone else's device, ensure that it is secure and that you log off completely at the end of use
   • Whenever you install any app, make sure that you understand what permissions the application requires before use.
   • Do not leave your device unattended after logging on and always log off when you are finished with your mobile banking session
   • Ensure your device is set up to automatically password/passcode lock after any brief period of inactivity
   • Use only trusted Wi-Fi connections
   • Do not use a jailbroken Apple iPhone or rooted Android phone as these procedures remove important security features built into the original software
   • Only install applications on your device from trusted app stores: Apple App Store and Google Play
6. Can I change my security details in the HSBC Mobile Banking?
   Log on credentials cannot be changed from within HSBC Mobile Banking. Please refer to your local country HSBC website for more information.
7. How do I ensure that I have logged off correctly in Mobile Banking?
   Closing your app or putting your phone to sleep may not always log you out of your mobile banking account. As with Internet Banking, we highly recommend that you always click the Log Off button/link when you are finished with your banking session.
8. Is HSBC Mobile Banking slow compared to Internet Banking?
   No, it's fast. Mobile banking is streamlined for use on mobile devices so it does not demand a lot of processor speed or internet bandwidth to work. It sends very small amounts of information at high speed for the quickest possible mobile experience. If you experience slow speeds, please check on your internet data connection.
9. What if I can't connect to the Internet on my mobile device?
   If you are unable to access the internet through your mobile device, please contact your telecommunication service provider or the mobile phone manufacturer's technical support
10. Why is it taking a long time to load to access the HSBC logon and other similar pages?
    Please check your Internet connection and signal quality. Make sure that the internet connection (Wi-Fi or Mobile broadband) is available, and keep in mind that connection speeds vary between service providers, data plans and your current geographical location. If you experience a slow response while using HSBC Mobile Banking, please check with your telecommunication service provider for more information.