Common Questions on Online Banking | FAQs - HSBC AU (2024)

You will have to add and save a new payee using your browser by logging onto online banking through www.hsbc.com.au and navigating to My Banking > My Payee under Move Money. In the My Payee screen, select New Payee.

Don't forget to tick 'Save to My Payee' for accounts and BPAY payees will automatically be saved.

You must add and save new payee before you can make a payment through the app. You can only make payments to saved payees from the mobile app.

You can cancel a future payment at any time before it is processed.

To cancel a future payment:

• Click on the HSBC logo to return to the 'My accounts' screen.
• Click the 'Move Money' button from your Transaction summary screen on the right.
• Select 'Manage Future Transfers' from the left panel within 'Move money' and follow the on-screen instructions.

If a payment has already taken place, then it cannot be cancelled. It will show on your recent transactions list.

You can edit payment at any time before it is processed.

To amend future or recurring payments:

• Click on the HSBC logo to return to the 'My accounts' screen.
• Click the 'Move Money' button from your Transaction summary screen on the right.
• Select 'Move Money' and then 'Manage Future Payments'.
• Find the payment that you wish to amend from the list of payments, then select 'Edit' and follow the on-screen instructions.

If a payment has already taken place, then it cannot be edited. It will show on your recent transactions list.

Once you are in Online Banking go to 'Move Money' then to make a future payment, first select the account that you wish to send the money from, and then select the appropriate 'To account' from the options provided.

Once the 'To account' has been selected enter the payment amount. Then for future payments, please select 'Later'. You will be asked to confirm when you want the payment to occur.

Then select Continue to verify the payment details.

Once you are in Online Banking go to 'Move Money' to make a recurring payment, first select the account that you wish to send the money from, and then select the appropriate 'To account' from the options provided.

Once the 'To account' has been selected enter the payment amount. Then for recurring payments, please select 'Recurring'. You will be asked to confirm when you want the payment to take place as well as the number of payments.

Then select Continue to verify the payment details.

Transfers cannot be made to or from certain HSBC accounts.

All accounts that can be transferred from will appear in the 'From account' list during a Pay or Transfer transaction.

If you select to transfer to 'My accounts', all accounts that can be transferred to will appear in the 'To account' list.

The Quick Transfer feature is also available to make transfers from/to your applicable HSBC domestic accounts in the same currency.

To view your transactions, select the account you wish to view from 'My accounts'.

You will be presented initially with a view of your most recent 5 transactions. To view older transactions (up to 90 days), select 'View more' or use the 'Search' tool.

To view or download older statements, select the 'Manage' button and then 'View / Download statements'. You would be able to download statements as far as 7 years old.

If you’ve checked everything and you still don’t believe the transaction or purchase is yours, you should contact us immediately, and we will investigate the matter for you. If you don’t tell us immediately, we may lose our right to exercise a chargeback right on your behalf as the card scheme rules prescribe timeframes for making chargeback requests. We will investigate disputed transactions under the ePayments Code where they are reported to us outside of the card scheme timeframes or where chargeback rights do not apply for another reason. The ePayments Code regulates electronic payments, including ATM, EFTPOS and credit card transactions, online payments, internet and mobile banking and BPay.

For more information, visit our Disputed Transactions page.

To change your statement delivery preferences, hover over 'My banking' from the white navigation bar at the top of the page. From there, select 'Statement/Notification > Manage Preferences' and follow the on-screen instructions to change your preferences.

Take care to ensure that you change the preferences on the appropriate account.

To request a paper copy of a statement, give us a call on 1300 308 008

Remember - you can always download a PDF of a historical statement online. Just select the account, then click the 'Manage' button, and 'View/Download Statements'.

Payments using BPAY® must be made before 6pm AEST on a business day^ for the biller to receive and process the payment on the same day.

Payments made after 6pm AEST or on a NSW public holiday or the weekend will be received and processed by the biller on the following business day.

If you schedule a payment in advance, and the date you select is a NSW public holiday or a Saturday or Sunday then the biller will not receive the payment until the following business day.

If you do not have sufficient funds in your account on the business day before your payment is scheduled, then your BPAY® transaction will be rejected.

^Business days are Monday to Friday and excludes NSW public holidays and weekends.

Please note: The payment may take up to 48 hours to be recorded by the biller. Some BPAY® billers may not accept the date of payment instruction sent by HSBC as the payment date. Please check with the biller to confirm.

The following cut-off times apply. Instructions received after the indicated cut-off times will be processed on the next business day.

The below cut-off times apply to Online & Moblie Banking for Personal Customers only. For transfer and payment cut-off times for HSBCNet and HSBCConnect, please refer to your Relationship Manager.