Frequently Asked Questions: Mobile Banking App

If you’re registered for online banking, simply download the app from the Apple or Android app stores. Then follow the on-screen instructions to set up your security information.

Yes, you need to be registered for online banking first. If you haven't already, you can find out how to do so here.

You’ll need either iOS 10 for Apple devices or Android 5.0 or later. You can check the compatibility of your device on the app stores. The app won’t work on Blackberry or Amazon Fire.

You can activate it by authenticating yourself using your:

• Username, Password and One-time Password SMS
  
• Username and Secure Key

After activation, you need to create a 6-digit PIN for accessing the app. You can also use fingerprint or facial recognition, depending on your mobile device.

To get a reminder, please call us on +9714 2274310 (within and outside UAE).

If you’ve forgotten your password because you haven't used it for a while, it's easy to reset it. Just log on to online banking, select ‘Forgotten your password’ and follow the on-screen instructions.

Afterwards, activate your new password by calling us on +9714 2274310 (within and outside UAE).

To deactivate your Secure Key and order a new one if it’s lost or stolen, call us on +9714 2274310 (within and outside UAE).

The mobile number on your records could be wrong or out of date. To update it, log on to online banking and select ‘Update Personal Information’ under ‘Services’. You can also call the phone number on your HSBC card.

It’s easy to reset your credentials if you’re locked out of the app. Just call the phone number on your HSBC card.

Yes, you can download and activate the HSBC UAE Mobile App on up to 1 devices.

Yes. You can use different security PINs for different devices.

• view your local and global account balances and details
  
• view your loans and investment accounts
• view your last 4 months of accounts, 12 months of credit card and loan account transactions
• transfer money between your local HSBC accounts
• transfer money to saved payees for HSBC accounts and UAE other bank accounts
• pay existing billers
• manage log on preferences like view or delete devices, change PIN and enable/disable face or fingerprint recognition

Some features are only available in online banking. These include International Transfers, Global Transfers, changing personal details and opening new accounts.

Yes. To log on to HSBC online banking, type www.hsbc.ae into the address bar and you will automatically be directed to a mobile version of our site. From this page, you can select the option to access the HSBC website to log on and access the full suite of HSBC online banking features.

To use HSBC's Mobile Banking, you must have an HSBC account and be registered for online banking.

Transfers and bill payments are 'pay now' only. To schedule a transfer or bill payment, you need to access online banking through www.hsbc.ae.

You can pay billers that have already been set up on online banking through www.hsbc.ae. You cannot set up new billers via the mobile banking.

To modify a transfer or bill payment, you need to access online banking through www.hsbc.ae.

To keep your accounts safe, and protect both you and HSBC from fraud, we’re limiting the number of devices you can use. You won’t be able to set up the HSBC UAE mobile app on more than one mobile device.

If you’ve already set up more than one mobile device, you can still access the HSBC UAE mobile app on them. But, you won’t be able to set it up on any more devices.

If you have the HSBC UAE mobile app on three mobile devices and delink one of them, you can still access the app on the devices already registered. However, you won’t be able to set it up on any more devices.

If you already have the HSBC UAE mobile app on a mobile device, you'll have to delink it.

To delink the HSBC UAE mobile app from an existing device, follow these steps: 

• Select your profile
• Go to Security
• Select Manage devices
• Find the device to be delinked and select Delete.

After you delink the HSBC UAE mobile app on your old device, you can set up your new device. 

If you delete the app from your old device without delinking it, you won't be able to set up the HSBC UAE mobile app. 

To delink your previous device, call us on +971 42274310.

If you lose your old device with the app installed, you won't be able to set up the HSBC UAE mobile app on your new device until you delink the old one. 

To delink your previous device, call us on +971 42274310.

You set set up push notifications for these types of account:

Just so you know, if you turn push notifications on, you'll receive them for all your eligible accounts, and vice versa. You can turn them off or on again later at any time.

You can turn push notifications on or off at any time in 'Notification preferences'. Just so you know, when you do this, you'll be turning them on or off for all your eligible accounts.

When you have push notifications turned on, we'll need to process information about your transactions and your device. To find out more, please [read our privacy notice]

If you're using an Apple device, we and our service proviers rely on Apple in order to send you notifications when you're not using our mobile banking app. The use of your personal information by Apple is subject to Apple's Privacy Policy.

There are no additional charges for using HSBC mobile banking. You may incur internet data charges from your mobile service provider or internet service provider if you are connected via wireless internet. To confirm these charges, please contact your internet/mobile service provider.

• View your local and global account balances and details
  
• View your last 4 months of accounts and 12 months of credit card transactions and loan account transactions
  
• Transfer money between your local HSBC accounts
  
• Transfer money to saved payees for HSBC accounts and UAE other bank accounts
  
• Pay existing billers
  
• Manage log on preferences
  

There are certain functionalities (eg Telegraphic Transfers, Global Transfers, change of personal details or opening new accounts) that are not available through the mobile app and these can only be done through your online banking via mobile device or computer. If you would like to browse the products and services offerings, please visit our full site at www.hsbc.ae.

For security reasons, the mobile banking session will become inactive after 10 minutes of being idle.

Closing the app or switching off the mobile phone may not close the mobile banking session properly. We strongly recommend you click 'Logout' under “Profile” tab to properly close the session.

If a device supports multitasking (running multiple applications at one time), the banking session may stay logged on. On some devices, however, mobile banking may time out. If you were in the middle of a transaction, please verify if your transaction was completed through the transaction history.

If you are unable to access the internet through your mobile phone, you should contact your mobile phone provider or the manufacturer's technical support.

The service has been tested and the app is built for quick loading. Please make sure the internet connection (through Wi-Fi or 3G) is available. If not available, please close the app and start again when the internet connection is available.