What do I need in order to activate the service for the first time?
To activate the service you will need:

I want to access the service, but have mislaid my original Welcome Letter, how do I obtain a new one?
Simply call the Online Banking Helpdesk on 0345 587 3301 or +44 1226 26 1013 if calling from outside the UK and we will send you a new one.

What do I do if I have suspended, have not received or have lost my Activation Code e-mail?
Simply call the Online Banking Helpdesk on 0345 587 3301 (or +44 1226 26 1013) if calling from outside the UK and we will send you a new one.

Secondary Users should contact their Primary User who will need to delete and recreate their User profile (through the 'Access & Control' option) in order to generate a new Activation Code which appears on the screen and is printed out.

How do I add another Entity to my Online Banking service?
You will need to complete an Online Banking application form for each entity. Each entity will receive its own Welcome Letter. Contact your Relationship manager to obtain an application form.

Once you have activated the first entity successfully, log-in as normal. When on your Personal Page, select 'Add another Entity' from the centre of the screen. You can now activate another entity.

Can I get a colleague / friend / relative to set up the service for me?
No. The information we send you (Welcome Letter, Activation Code and Security Device) is personal to you, and should not be shared with anyone else. If you need help whilst setting up the service, please make sure to keep your security details confidential.

How do I replace a Primary User?
Download a 'Replace Primary User form', complete and return it to your Relationship Manager.

It is not possible to remove a Primary User without nominating a new one, but you can suspend them until you complete a 'Replace Existing Primary User Form' which can be downloaded from the Documents navigation tab available in the Internet Banking application after log on. It is not possible to replace the Primary User on a personal account as the Primary User is always the account holder.

How do I set up or remove a Secondary User?
It is possible to have up to 99 Secondary Users within the Online Banking service. To set up or remove a Secondary User, select the Access and Control function from the left-hand menu of the Online Banking service and follow the on-screen instructions.

The Set-up Guide provides more information.

How do I amend the permissions / payment limits for a Secondary User?
Select the Access and Control function within the left-hand menu and follow the on-screen instructions.

I've forgotten my Password. How do I reset the Password?
You can reset the Password immediately online by using your Security Device and providing the answers to the two memorable questions you provided when you first registered for the service. To do this, select the 'Forgot your Password?' link on the log on page.

If you cannot remember the answers to the questions and enter them incorrectly, you will be asked to enter your Security Code, change your memorable questions and enter a new Password. You will then be asked to print off, sign and send a form. When the form is received and sanctioned, the Password you submitted will be activated so you can use it to log on.

I've tried to reset my Password online, but cannot remember the answers to my memorable questions, what do I need to do?
If you cannot remember the answers to the questions and enter them incorrectly, you will be asked to enter your Security Code, change your memorable questions and enter a new Password. You will then be asked to print off, sign and send a form. When the form is received and sanctioned, the Password you submitted will be activated so you can use it to log on.

How do I change my memorable questions / answers?
You can change your memorable questions / answers at any time by selecting 'Edit profile' from the Personal Page and inputting your new memorable questions / answers. You can change one or both of the questions / answers, it's up to you. You will need to input your current Password in order to confirm the changes.

Can I change the Username or Password I use to access the service online?
Yes you can. Select 'Edit profile' from the Personal Page and input your new Username and or Password. You will need to input your current Password in order to confirm the changes.

How do I log off?
When you have finished with Online Banking, click on the option in the left hand navigation menu or alternatively log off from your Personal Page by clicking the 'Logoff' button at the top right hand corner of the screen.
Never simply close the browser window or you will remain logged on until the session times out.

Why is it necessary to log off from Online Banking?
You should always use the exit/log off options to exit Online Banking. Use it before you close the browser window, before you use another application on the Internet and any time you leave your PC unattended. If you do not exit the service, the Online Banking session will 'time out' after a period of time, but during that time someone else could restart the session on your computer.

How far in advance can I create a UK Payment or BACS Batch Payment?
You can create an individual UK Payment up to 365 days in advance or a BACS Payment up to 45 days in advance.

How do I check if I have created a post-dated UK Payment or BACS Batch Payment?
Click on 'Pending Payments', select the appropriate account and any pending payments will be displayed.

How do I delete / amend a UK Payment beneficiary?
To delete a beneficiary from your 'Beneficiary List' click on 'Delete beneficiaries'. Please note that you will be unable to delete any beneficiary to whom you have made a payment to in the last 5 working days.

Can I cancel a UK Payment or BACS Batch Payment I have already set up?
Yes you can under the following circumstances:

Why can't I make a same-day BACS Batch Payment?
BACS Batch Payments are subject to the standard BACS cycle and as such the earliest you can set up a payment to be debited / credited is two working days after input (three working days if the BACS Batch Payment is created on a non working day).

I want to make a BACS Batch Payment to a beneficiary, but I do not want to add them to the beneficiary list, can I do this?
Yes you can. When you carry forward payees from your beneficiary list you also have the option of entering the details of other beneficiaries. These individuals will receive the funds, but will not be added to your beneficiary list.

How do I check the payees in a BACS Batch Payment that has not debited my account yet?
Simply click on 'Pending Payments' from the left-hand menu. Any payments not yet debited will be displayed and you will be able to view the payees in each batch. Please note that if you are a Secondary User and the batch is over your personal limit then only an individual with a high enough limit to view the batch can do so.

How do I check the individual payees in BACS Batch Payment that has already debited my account?
Just click on the 'BACS Payment History' option from the left hand menu. You will be able to view a breakdown of all BACS Payments made within the last 90 days.

I made a payment, but it has not debited my account, what do I need to do?
If you are a Secondary User and the payment exceeded your Single Payment Limit, it may be that another User with the 'Authorise' permission and a high enough single payment limit to authorise the payment has not yet authorised the payment.

If you are the Primary User, or a Secondary User and you are sure that the payment was within your limit, call the Online Banking Helpdesk on 0345 587 3301 (+44 1226 26 1013 if calling from outside the UK) and we will look into this for you.

What are the cut-off times for payments?
All payments will arrive at the beneficiary account no later than the next working day (subject to fraud checks).

How many UK Payment and BACS Batch Payment beneficiaries can I store on the system?
You can store up to 200 UK Payment beneficiaries and 200 BACS Batch Payment beneficiaries. Please note, if you have more than 200 UK Payment beneficiaries you will only be able to see the first 200 from an alphabetical list.

How do I change my Overall Daily Payment Limit, UK Payment Limit or BACS Batch Payment Limit?
Download a 'Limit Amendment form', complete and return it to your Relationship Manager. The form can be downloaded from the Documents navigation tab available in the Internet Banking application after log on.

How can I check my payment limits?
Primary Users can check their limits and those of any Secondary Users at any time. Simply click on 'Access and Control' then click on the name of the person whose limits you wish to see.

I've applied for a UK Payment and / or BACS Batch Payment limit but the option to make payments is not showing on my screen, what do I need to do?
If you are a Primary User, please call the Online Banking Helpdesk on 0345 587 3301 (or +44 1226 26 1013 if calling from outside the UK). We will check that your Relationship Manager has approved the limits you requested.

If you are a Secondary User, speak to your Primary User as they will need to amend your payment limit online (using, Access and Control, then Edit User).

What is the maximum amount of a standing order I can create / amend?
The maximum amount that can be created / amended is the same as your UK Payment / BACS Batch Payment limit (whichever is higher).

I have a disputed transaction on my Card Statement who do I contact?
Please immediately contact the cards team on 0345 850 0066 (+ 44 20 7860 5078 if calling from outside the UK) so that we can look into this for you.

What should I do, if my card has been lost or stolen?
Please immediately contact the Lost and Stolen cards team on 0800 085 2403 (+44 (0) 207 860 5078 if calling from outside of the UK).

Why can't I see the card account online?

Why can't I see all of my accounts?
You may not be able to see all your accounts for any one of the following reasons:

How far back can I view my transactions?
You can view all the transactions on your Sterling and / or Multi Currency Accounts for up to the last year.

For HSBC Private Bank MasterCard ® accounts, you can view transactions from the last statement date and the current balance.

Can I view historical statements via Online Banking?
No, this functionality is not currently available.

What type of software packages can I download to my PC?
You can download into Quicken ®, QuickBooks ®, and Microsoft Money ®. We support 2003 to 2006 versions of Quicken and QuickBooks and all versions of Microsoft Money. You can also download data in file formats that work with popular spreadsheet and database programs.

I'm trying to make a transfer from my personal account to my business account, but the option is not showing, what do I need to do?
These are two separate entities so you will need to set up your business account as a UK Payment beneficiary.

Can I cancel a transfer that has not debited my account yet?
Yes, simply click on 'Pending Transfers'. Any transfers that have not yet debited your account can be cancelled on this screen.

When will the money from a standing order credit the beneficiary's account?
Standing orders will be sent via Faster Payments and paid to banks participating in Faster Payments Scheme, will be received the same day by the beneficiary bank.

All other standing orders will take up to 2 working days from the day the standing order is sent to reach the beneficiary bank (subject to cut-off times, amount and sufficient funds including any agreed overdraft covering the standing order payment being in your account on that day).