FAQ

1. What to do if I have forgotten my Username?
   Please call the HSBC Call Centre where a staff member will assist you.
2. What to do if I have forgotten my Password?
   You can reset it directly from the HSBC homepage, click here to reset it now.
3. Why do I need an Online Security Device?
   We made the decision to introduce the Online Security Device technology, in addition to username and password requirements, to offer the best protection available against any potential threat of identity theft and cybercrime. The Online Security Device will generate a Security Code which is required each and every time you would like to perform certain transactions such as when moving funds from out of your account to a third party. The Online Security Device provides an enhanced level of security for these kinds of transactions as it will require a 2-step authentication process for it to go ahead.
   
4. How do I use the Online Security Device?
   For certain online transactions you will be required to input the Security Code generated by your Online Security Device. Simply click the button on the device, and a unique six-digit Security Code will be displayed.
5. Does the battery need replacing?
   The battery will last for around five years with standard usage. A low battery level will be indicated by "BATT" on the LCD display if the battery is running low. Should you receive this indicator on your display, please contact our Call Centre to order a replacement Online Security Device.
6. What should I do if the Security Code is not accepted?
   For security reasons, the unique six-digit Security Code is only considered valid for a certain period of time. If you input an expired Security Code, you will receive an error message. Please press the green button on the device to obtain a new Security Code to perform the transaction. If the problem persists, please contact our Call Centre for further assistance.
7. I am a frequent traveller; can I use the Online Security Device with Internet Banking from overseas?
   You can use the Online Security Device to perform HSBC Internet Banking regardless of your location. The Online Security Device has been designed to be small, light and easily transportable. If you typically use our online services from more than one location, we suggest that you attach your Online Security Device to an item that you are unlikely to leave behind such as your keys, mobile phone, handbag or briefcase
8. Can I purchase more than 1 Online Security Device for the same account?
   For your increased protection, only one Online Security Device can be activated to one User ID at any time. Every Online Security Device is unique and cannot be duplicated. Only the individual in possession of the device can access transactions in the account that require a security code. This means that a user can only have one Online Security Device to access full internet banking services and only one Online Security Device can be linked to an Internet Banking account at any one time. This will prevent criminals from obtaining additional Online Security Devices to access unauthorized accounts.
9. Are all accounts accessible via HSBC Internet Banking?
   No. For example, joint accounts which would require both account holders to sign-in simultaneously are not available, and loan accounts can only be viewed and not interacted with.
10. Why are my fund transfers always coming back as not successful?
    When a case happened due transaction exceeding customer transfer limit, customer may able to request for increase daily transfer limit by visiting our nearest branches or contact our phone banking services 1500-808 (accessible from all cities in Indonesia) or 62-21-25526603 (from overseas).
    Please click here for Internet Banking - Tariff and Limit details.
11. Do I receive some kind of receipt to confirm a fund transfer has been made successfully?
    For your security, all transfers require your confirmation before the transaction takes place. Only upon clicking Confirm on the confirmation page will the transfer instruction be processed. For each successful transfer, you will be given a unique Transaction Reference receipt. This reference is your proof that the transfer instruction has been accepted and processed. You will find this reference on the Acknowledgement page.