Mobile banking FAQs

Can I add new payees using the HSBC Malaysia Mobile Banking App?

The option to add new payees is currently not available on the HSBC Malaysia Mobile Banking App. To add, delete and manage your payees, log on to HSBC online banking. Once you have added a new payee through online banking, you can then make transfers to the saved payee using the HSBC Malaysia Mobile Banking App.

How long does it take for intrabank, Interbank GIRO (IBG), and instant transfers to go through?

Please refer here to see how long it will take for online banking transfers to go through.

Note: Please ensure you've got sufficient funds in your selected debit account.

What are the available currencies for international transfer and what are the exchange rates? 

Available currencies for international transfer are AED, AUD, BND, CAD, CHF, CNY, DKK, EUR, GBP, HKD, JPY, LKR, NOK, NZD, SAR, SEK, SGD, THB, USD, ZAR. 

Supported currencies from multi currency accounts are AUD, BND, CAD, CHF, CNY, EUR, GBP, HKD, JPY, MYR, NZD, SGD, USD. 

Both payment currency and debit account currency must be one of the supported currencies.

Exchange rate availability is subject to the type of transfer performed and the cut-off time.

Why do I keep getting an error message informing me that the exchange rate I was provided has expired?

Exchange rates will expire in 12 seconds. Please retry to ensure you have the latest exchange rate displayed.

Can I request for another exchange rate?

Yes, you may request for another exchange rate after the previous one has expired by clicking "Continue" at the input page.

What does the bill payment service on the HSBC Malaysia Mobile Banking App offer?

It allows you to make payments to saved bill payment payees via the HSBC Malaysia Mobile Banking App. To set up future/recurring bill payments or to delete payees, please log on to HSBC online banking.

Can I make bill payment on weekends or public holidays?

If you're using JomPAY, payments to JomPAY billers will be transferred immediately.

For payments to HSBC billers, payments made after a business day is over will only be transferred on the next business day.

How do I register for online banking via the HSBC Malaysia Mobile Banking app?

What different methods of self-verification are there?

What should I do if I've forgotten my debit card/credit card PIN?

Call the PIN hotline number on our 'Contact Us' page to reset your debit card/credit card PIN.

Can I download my eStatements?

Yes, you can click on the "Share" button at the top right of your statement and choose to download the statement in PDF format. You can also share your eStatements via email, message or using the AirDrop function on your iPhone. However, to protect your information, please refrain from sharing your eStatements on social media.

What eStatements are available via the HSBC Malaysia Mobile Banking App?

You'll be able to access your banking and credit card statements for the last 12 months on the HSBC Malaysia Mobile Banking App.

Why is the HSBC Malaysia Mobile Banking App requesting access to my photos, media and other files when I try to view my eStatement?

For Android phone users, you'll be asked to give the app access to your photos, media and other files, as the eStatements will be downloaded onto your mobile phone and then opened through the PDF viewer.

For iPhone users, you won't be asked to give access as your eStatements are viewed on your HSBC Malaysia Mobile Banking App.

I am unable to log on to HSBC Malaysia Mobile Banking app on my Android device as it fails PIN Verification, or I have generated mobile secure key code but hit invalid code error. What should I do?

If you have previously installed the mobile app on an Android device and recently upgraded your device version to Android OS 12, you may not be able to login with your existing mobile app PIN or the mobile secure key code generated for Log on, Transaction data signing (TDS) and Re-authentication may be considered invalid.

You are required to reset the mobile app PIN using "Forgot your PIN?" option on the mobile banking app Log on screen.

Alternatively, you may remove your device under "Profile > Manage Devices" before deleting the existing version of the mobile app and install the latest version from Play Store and set-up the mobile app again. Click here and refer to topic "How to manage devices and security" for step-by-step guides.

If you need further help, please reach out to us at Contact Us.

The HSBC Malaysia Mobile Banking app is crashing on my device (iOS15). What should I do to avoid it from crashing?

To avoid your app from crashing, please update or download to the latest version of the HSBC Malaysia Mobile Banking app on your device (iOS15).

How can I check my device's operating system (OS) version?

On iOS devices, go to:

1. Settings
2. General
3. About, and look for Version or Software Version

On Android devices, go to:

1. Settings
2. System
3. About phone, and look for the Android version*

*this path may vary according to your device and model.

I am using an iPhone SE and I was previously using my PIN to log on to the app. Can I use biometrics instead?

Yes, you can now use biometrics to log on to your HSBC Malaysia Mobile Banking app with your iPhone SE. Transactions that required a PIN can also be switched over to biometrics as well. You can enable the biometrics option on the HSBC Malaysia Mobile Banking app by going to 'Profile' and then selecting the 'Manage security' option.

Besides fingerprint, does the HSBC Malaysia Mobile Banking app support other forms of biometric authentication for Android devices?

On certain devices, yes. The HSBC Malaysia Mobile Banking app currently supports Android Face Unlock on Google Pixel 4, as well as iris scanning and face recognition on the Samsung S9 series (S9, S9+).

However, for security reasons, our Mobile Banking app currently supports fingerprint authentication only on all other Android devices. If this changes in future, we'll update this page.

What is the minimum and maximum number of transfers that I can set up?

You can set up 2–999 recurring or future dated transactions.

How can I view and manage the recurring transfers/payments that I previously set up?

You can view them using online banking by logging on to: https://www.hsbc.com.my. Then, select the "Manage Future requests" option.

Can I set up a recurring transfer for an Instant Transfer or Interbank Giro, or is it restricted to within HSBC accounts only? 

You can set up recurring transfers for an Instant Transfer or Interbank Giro to be made to either an HSBC account or non-HSBC account locally.

What is the furthest date that I can schedule a future dated transfer?

You can schedule a future dated transfer up to 365 days in advance for an initial payment. This payment can then be repeated for up to 999 more times.

Can I use the HSBC Malaysia Mobile Banking app to schedule a different amount for the last recurring payment transfer like I was able to do on HSBC/HSBC Amanah online banking?

As we're still improving and updating the mobile banking app experience, we'll incorporate this feature in an upcoming release. For now, a recurring transfer set up using the HSBC Malaysia Mobile Banking app will involve a fixed amount being transferred each time and you won't be able to change the amount for the last payment transfer.

If I have scheduled a transfer, but don't have sufficient funds in my account on the scheduled date, will I be notified?

Yes. You will be notified immediately through the Secure Message channel that your transfer has been unsuccessful. You can access the Secure Message by logging on to HSBC/HSBC Amanah online banking or the HSBC Malaysia Mobile Banking app. Meanwhile, you would have to credit funds into your account and manually transfer the funds for this payment. Your scheduled payment will only continue for the next scheduled payment.

What is the difference between 'transfer schedule date' and 'effective date' when I schedule a future dated/recurring transfer?

These 2 dates are different only when a cross currency future dated transfer/recurring payment is scheduled on the weekends:

The 'transfer schedule date' refers to the date you set up the transfer.

The 'effective date' is the date the transfer will actually be made.

For example, if you set up a monthly recurring cross currency transfer on Monday (this is the 'transfer schedule date') and the next scheduled transfer date falls on a Saturday, the payment will actually be made on the next working day, a Monday (this is the 'effective date').

This does not affect cross currency immediate payments made on a weekend or same currency future dated /recurring transfers made on a weekend.

For Android users only: At the moment, Android devices are unable to support same currency future dated/recurring transfer processing on the weekends. Any transfer or payment scheduled on a weekend will be processed on the next working day.

Why do I have to enable both 'Device location' and 'App permission'? 

The 'Device location' option enables your device to track your location, while 'App permission' allows the HSBC Malaysia Mobile Banking app to have access to your location. Both features need to be turned on in order for the HSBC Malaysia Mobile Banking app to receive your location.

What will you do with my feedback? 

Your feedback is valuable to us and we will use it to help improve the HSBC Malaysia Mobile Banking app, in order to help provide the best possible mobile banking experience for our customers.

Will my feedback be anonymous?

Yes, all feedback we receive from the customer survey will remain anonymous. However, for your privacy and data security, please do not include any personal details in the open fields provided in the customer survey.

This survey is aimed at collecting your feedback based on your experience using the HSBC Malaysia Mobile Banking app. If you have any enquiries or complaints, you may call our Contact Centre for further assistance.

What is the difference between pending and posted transactions?

Pending transactions are subject to final settlement by the merchant and not controlled by HSBC. Posted transactions have already been settled by the merchant and can be disputed, unlike pending transactions.

Can the amount of a transaction change between pending and posted status?

Yes. Some pending transactions may not reflect the final amount that will be posted. These transactions include purchases made in foreign currencies and payments made for hotels, petrol or rental cars.

Some merchants may place a temporary authorisation on a card that won't post automatically or that will post at a later date with the actual amount you spent. For example:

1) A petrol station puts an initial RM200 hold (authorisation) on your credit card. A few days later the transaction will be updated to reflect the actual amount charged.

2) A hotel puts a RM200 hold (authorisation) on your credit card for "incidental charges". If you don't incur any incidental charges during your stay, the authorisation will 'drop off' after a few days and will not post as a completed transaction.

3) You make a RM50 online purchase that hasn't been shipped yet and you cancel your order. A pending transaction may appear, but will 'drop off' after a few days.

Can I dispute pending charges?

No, only posted transactions can be disputed.

Why is the transaction I made in a foreign currency being displayed in my local currency?

For the moment, all pending foreign currency transactions will be displayed in RM, the local currency. Once a foreign currency transaction is posted, it will be displayed in both RM and the foreign currency.