FAQs on electronic payments (e-payments)

• You are responsible for opting to receive transaction notifications and for providing a complete and accurate Singapore mobile phone number to us in order to receive such notifications.
• You should not disclose to third parties in a recognisable way any password, code or other arrangement used to authenticate any payment transaction or customer (each an “Access Code”). You should avoid keeping a record of any Access Code in a way that allows any third party to easily misuse the Access Code. If you choose to keep a record of any Access Code, you should take all reasonable efforts to secure the record.
• You should monitor all account transactions, which includes enabling transaction notification alerts on any device used to receive transaction notifications, and notify us of any unauthorised, suspicious or erroneous transactions by contacting your Relationship Manager as soon as possible.
• You should provide information as requested by us on any unauthorised, suspicious or erroneous transactions, such as the account affected, your identification information, the name or identity of any account user, details on any loss or misuse of the account or Access Code, how the Access Code was recorded, and other transaction and recipient details, as we may request.
• You should make a police report if requested by us to facilitate our claims investigation process.

• We have updated the General Terms and Conditions Governing Accounts in relation to accounts of sole proprietorship owned by an individual, which were effective 03 July 2019. You may also wish to refer to the letter sent to you.
• To opt for credit or balance notifications via SMS, please complete the SMS alert service form in our download centre. We will follow the transaction notification preferences you indicated on this form.
• Your Relationship Manager will assist you with any report of unauthorised, suspicious or erroneous transactions. We will complete an investigation of any relevant claim on unauthorised e-payments within 21 business days for straightforward cases and 45 business days for complex cases, and inform you of the investigation outcome and your liability if any. We will credit your account with the loss arising from any unauthorised e-payment as soon as we have completed our investigation and assessed that you are not liable for any loss. Where you do not agree with our assessment of liability, you and HSBC may proceed to other forms of dispute resolution, including mediation at FIDReC.

• You will not be liable for any loss if the loss arises from any action or omission by HSBC and not from your failure to protect the account.
• You will be liable for any amount exceeding SGD1,000 if the loss arises from any action or omission by any independent third party (excluding HSBC) even if it is not a result of your failure to protect the account.
• You will be liable for any amount if your recklessness was the primary cause of the loss.

Customer Service

1800 216 9008 (Singapore) or +65 6216 9008 (Overseas)

HSBCnet Technical Support

+65 6658 2288

9 am to 6 pm Mondays to Fridays

Trade Hotline

1800 499 4888 (Singapore) or +65 6499 4888 (Overseas)

Trade Services Counter

Address: HSBC, 20 Pasir Panjang Road (East Lobby) #12-21, Mapletree Business City, Singapore 117439

9 am to 5 pm Mondays to Fridays