FAQ - eStatement and eAdvice

Frequently Asked Questions

eStatement and eAdvice Service

What is an eStatement and an eAdvice service ("the Service")?
This service allows you to manage your statements and advices in an electronic format at HSBC Internet Banking or your designated email address anytime, anywhere. Customers can enjoy greater convenience while saving paper and building a greener future for the next generation.

What are the benefits of using the Service?
- No more paper statement and advice clutter,
- More environmentally friendly,
- Able to view at your convenience, anytime and anywhere,
- eStatements and eAdvices can be saved on your computer, and
- No need to wait for the mail to arrive.

What types of the eStatements and eAdvices are available at HSBC Internet Banking?
The following eStatements and eAdvices are available at HSBC Internet Banking:

Banking

HSBC Premier account eStatement
HSBC One account eStatement
Personal Integrated Account account eStatement
Current account eStatement
SuperEase account eStatement
Foreign Currency Current Account eStatement
RMB Savings Account eStatement
Cash Card Account eStatement
University Student Account eStatement
HK Dollar Statement Savings Account eStatement
CombiNations Statement Savings Account eStatement
Consolidated eStatement for Savings Account ‡
Revolving Credit Facility eStatement ‡
Monthly HIBOR-based Mortgage Plan Repayment eAdvice
Time deposit maturity eAdvice
Inward remittance eAdvice
Inward interbank fund transfer eAdvice
Outward interbank fund transfer eAdvice
Confirmation for credit transaction eAdvice
Confirmation for debit transaction eAdvice
Interest rate change eAdvice
Outward Remittances eAdvice
Outward Remittances Charges eAdvice
Cheque Purchase eAdvice
Cheque for Collection - Credit eAdvice
Time Deposit Interim Interest Payment eAdvice^
Time Deposit Placement Confirmation eAdvice^
Time Deposit Change of Maturity Date eAdvice^
Autopay Instruction Confirmation eAdvice^
Credit Card Activation eAdvice ‡
Credit Card Overlimit Opt-out Arrangement eAdvice ‡
Credit Card Credit Limit Increase Notification eAdvice ‡
Credit Card Standing instruction set up eAdvice ‡
Credit Card Credit Balance Transfer eAdvice ‡
Unauthorised Overdraft eAdvice ‡
Unauthorised Overdraft Charge eAdvice ‡
Unpaid Standing instructions Warning Letter eAdvice ‡
Super Ease Reminding eAdvice ‡
Returned Cheque eAdvice ‡
Summary listing of deposits and withdrawals eAdvice ‡
Reminder on inactive account eAdvice
Reminder on reactivation of inactive passbook savings account eAdvice
Reminder on reactivation of inactive account eAdvice
Handling of inactive passbook savings account eAdvice
Inactive passbook savings account closure eAdvice

Investments

Investment services/Securities account - composite eStatement *#
Margin FX trading account eStatement
Securities purchase and sales eAdvice *#
Corporate Action eAdvice *#

Cards

Credit card eStatement +

Note:
* Due to regulatory requirements, for investment related eStatements and particular eAdvices, you can view via HSBC Internet Banking and receive them in your designated email address protected by password.
# Particular purchase and sales advice, Corporate Action advices and certain investment statements (e.g. securities margin trading statements) will be delivered to you in paper.
+ For green cardholders with our internet banking profile, you can view your eStatement via HSBC Internet Banking. Otherwise, it will be sent to your designated email address protected by password.
^ Extended eAdvice service from 1 Apr 2016.
‡ Extended eStatement/eAdvice service from 1Aug 2016(For Unauthorised Overdraft, both paper and eAdvice would be issued during a 3-month transition period up to 31 Oct 2016.)

More eStatements and eAdvices will be made available by phases at a later stage.

How can I register for the Service?
Please apply online via "eStatement and eAdvice" under "My HSBC".

When will my registration be effective?
Your registration will take effect immediately.

Do I need to register any new accounts that I open?
No. Once registration is complete the Service will apply to all further accounts opened with us.

Can I register for the Service for my joint account?
Yes, registration for joint account (either one to sign) can be done by either person.
Note: Once registration is complete, no more paper statements or advice slips will be sent to the other party. If the other party wants to receive eStatements and eAdvices they must register for the Service.

I have more than one account with HSBC. After registering for the Service, can I request eStatements and eAdvices by account level?
Yes. You can select the service by account level via "Maintain Online Account / eStatement and eAdvice". For green cardholders, if you uncheck the account for online access, your eStatement will be sent to your designated email address protected by password.

When will I receive the eStatements / eAdvices?
Under normal circumstances, you will receive the eStatements / eAdvices the day following the statement/advice generation date. You are advised to download and save the copies in your computer for future reference.

Will I receive any notification from the Bank when my eStatements / eAdvices are generated?
Email and/ or SMS will be sent to your registered email address and/ or mobile phone number when the lastest eStatements/ eAdvices are ready. Please update your email address and mobile phone number via HSBC Internet Banking to ensure you receive our friendly reminders.
Note: You are advised to frequently and periodically check your email account and/or your HSBC Internet Banking profile to read the eStatements/ eAdvices for necessary action where applicable.

Will I continue to receive paper statements / advices after using this Service?
No. If an account has been selected for eStatement / eAdvice service, no paper statement / advice slips for the specific account will be sent out.

What is the format of my eStatements / eAdvices?
All eStatements / eAdvices are in Portable Document Format ("PDF"). You need to install Adobe Reader in your computer to view the eStatements / eAdvices.

How can I save a copy of the eStatement / eAdvice to my computer?
To save a copy of your eStatement / eAdvice, you can click the "Save File" button to specify the location where you want the document to be saved on your computer. Since the eStatement / eAdvice contain sensitive account and personal information, you are advised to keep the copy in a location secured from any third party access.
Note: To learn more about online security, please visit https://www.hsbc.com.hk/help/cybersecurity-and-fraud/

If I cannot view Chinese fonts in the PDF files, what can I do?
You can download and install the Chinese Traditional Font Pack files from Adobe website.

Why are the emails from HSBC stored in the Trash Box instead of Inbox?
Some webmail providers may treat the email sent from HSBC as potential Spam mails. You are advised to add HSBC's email address on your address book to solve the problem.

How can I terminate the Service?
You can logon to HSBC Internet Banking to terminate the Service. Once the Service is terminated, your statements and advices will be sent to you by mail thereafter.

eStatements and eAdvices sent to designated email address

Can I change my designated email address?
You can logon to HSBC Internet Banking to change your email address whenever you want.

Note: To ensure the timely receipt of eStatements / eAdvices sent to your designated email address, please update your email address whenever there are any changes.

What is the pre-set password?
If you already have the eStatement and eAdvice password, please use such password to open the attachment. Otherwise, please use a preset password to open it. The password will be a 9-digit password containing:

Part 1 -The last digit of your month of birth and last 2 digits of your year of birth
Part 2 -The first 3 alpha numeric characters of your Hong Kong Identity Card (HKID) or passport number
Part 3 -The last 3 digits of your mobile phone number provided for our record

Password example
Date of birth: 17 / 12 / 1985
HKID number: A123456 (7)
Mobile phone number: 9878 5432

Your password for the first time log in will therefore be: 285 A12 432

For security reasons, we will request you to change this password when you first logon to the system to view your eStatement / eAdvice.

If I forget my password or want to change my password, what should I do?
You can change your password via "Change Password" under "eStatement and eAdvice".
Note: You can access eCorrespondence previously sent to your email address using the latest Password.

Which operation system and browser supports the viewing of eStatement / eAdvice sent to my email account?
Please use desktop / laptop computer with an internet connection and a popular browser installed like including Internet Explorer, Firefox, Chrome or Safari to view eStatement / eAdvice sent to your email account. You will also need to have JavaScript enabled on your browser.

What happens if you send my eStatements /eAdvices and my mail box is full or there is insufficient mailbox capacity?
If your mail box is full or there is insufficient mailbox capacity, the email will be returned to us. If circumstances allow, the email will be resent. Otherwise, the related hard copy statement or advice for investment service will be mailed to your correspondence address last updated in our Bank's record.

Why can't I open the eStatements /eAdvices sent to my company email address?
Some company mail servers may have security restrictions that do not support script viewing; therefore your eStatements / eAdvices cannot be opened. You are advised to use private email accounts such as Yahoo, Hotmail, or Gmail to receive your eStatements / eAdvices.

I have opened the attachment and there is no response after clicking the "Continue" button. There is a message saying that JavaScript has not enabled, what should I do?
The JavaScript in your PC may have been disabled or your browser does not support JavaScript, therefore, restricting your access to the files.

To enable the JavaScript, follow the steps below:

On the Internet tool bar, select "Tools" and select "Internet Options ...".
Select "Security" and the icon "Internet".
Select "Custom Level..." and scroll down to the section titled "Scripting".
Select "Enable" under the subsection "Active scripting" and press "OK".
A warning window box will be prompted. Select "Yes".

Please follow the steps in the email cover to view the eStatement and eAdvice.

If I am using Outlook or Outlook Express, what do I need to do if I still cannot view the content of the eStatements / eAdvices after I have enabled Active Scripting?
If you are using Outlook or Outlook Express, you should complete the following settings within Outlook or Outlook Express before detaching the file:

On the Outlook / Outlook Express tool bar, select "Tools" and select "Options".
Select "Security".
Uncheck "Do not allow attachments to be saved or opened that could potentially be a virus" then click "Apply" to save the settings.

Please note that the revised setting may affect the receipt of email from other sources.

To view the saved eStatements / eAdvices, please follow the steps below:

Open file manager and right click on the html file saved.
Click properties. You will see the following message in the security section.
Security: This file came from another computer and might be blocked to help protect this computer.
Click the "Unblock" button and this file will be removed from the restricted sites domain.

The javascript will be enabled to view the eStatements / eAdvices.

MPF eStatement and/or eAdvice Service

What is MPF eStatement and/or eAdvice service ("the MPF's Service")?
This service allows you to manage your MPF statements and/or advices in an electronic format at HSBC Personal Internet Banking ("PIB") anytime, anywhere. Customers can enjoy greater convenience while saving paper and building a greener future for the next generation.

What are the benefits of using the MPF's Service?
- Free of charge,
- Simple to use - simple online service registration and automatic registration for newly-opened MPF accounts,
- Secured platform - single secured platform for MPF statement(s) and advice(s),
- Timely and convenient - access your MPF eStatement(s) and eAdvice(s) any time, anywhere once they are uploaded. You can view MPF eStatement(s) and eAdvice(s) for the past 25 months, and
- Thoughtful reminders - get email alerts when the latest MPF eStatement(s) and/or eAdvice(s) are uploaded

What types of the MPF eStatement(s) and/or eAdvice(s) are available at PIB?
The following MPF eStatement(s) and/or eAdvice(s) are available at PIB:

MPF eStatement
1.  Statement - MPF Member Benefit Statement *
2.  Statement - Enclosure of MPF Member Benefit Statement

MPF eAdvice
1.  Advice - Notice of Amendment to Offering Documents (if any)

*If you are receiving consolidate MPF Member Benefit Statement, the relevant Statement - MPF Member Benefit Statement will be broken into several entries in accordance to the total number of your MPF accounts plus the first entry will be the Statement - Summary of Account Movements (if any).

How can I register for the MPF's Service?
Please apply the MPF's Service online via "MPF eStatement and eAdvice" page under "MPF/ORSO".

When will my registration be effective?
Your registration will take effect immediately.

Do I need to register the MPF's Service for any new MPF schemes that I join?
No. Once registration is completed, the MPF's Service will be automatically applied to all your existing and new MPF schemes.

I have more than one MPF account under different MPF scheme with HSBC. After registering for the MPF's Service, can I request MPF eStatement(s) and/or eAdvice(s) by scheme level?
No. You cannot elect the MPF's Service by scheme level. Once you have registered for the MPF's Service, it will be automatically applied to all your active MPF accounts under all MPF schemes.

When will I start receiving MPF eStatement(s) and/or eAdvice(s) (if any)?
Once the registration is completed and took effect, you will start receiving MPF eStatement(s) and/or eAdvice(s) on your coming MPF statement(s) and/or advice(s) generation date. Please note that any MPF statement(s) and/or advice(s) generated on or before registration day but yet to be printed will be sent to your correspondence address.

Will I receive any notification from HSBC when my MPF eStatement(s) and/or eAdvice(s) are generated?
We will notify you when an MPF eStatement(s) and/or eAdvice(s) has/have been placed in your PIB Profile(s). Whatever you elected the MPF's Service with your PIB profile which is registered with your MPF/ORSO account ("MPF/ORSO PIB Profile") or registered with your Bank account ("Bank's PIB Profile"), we will send a notification to your email address registered with MPF. Please update your email address immediately if there is any change.
Note: You are advised to frequently and periodically check your PIB profile to read the MPF eStatement(s) and/or eAdvice(s) for necessary action where applicable.

Will I continue to receive MPF paper statement(s) and/or advice(s) after using the MPF's Service?
No. If you have elected the MPF's Service, any MPF statement(s) and/or advice(s) available in electronic format will no longer be provided in paper format. Those MPF statement(s) and/or advice(s) not available in electronic format will continue to be sent to your correspondence address.

What is the format of my MPF eStatement(s) and/or eAdvice(s)?
All MPF eStatement(s) and/or eAdvice(s) are in Portable Document Format ("PDF"). You need to install Adobe Reader in your computer to view the MPF eStatement(s) and/or eAdvice(s).

How can I save a copy of the MPF eStatement(s) and/or eAdvice(s) to my computer?
To save a copy of your MPF eStatement(s) and/or eAdvice(s), you can click the "Save File" button to specify the location where you want the document to be saved on your computer. Since the MPF eStatement(s) and/or eAdvice(s) contain sensitive account and personal information, you are advised to keep the copy in a location secured from any third party access.
Note: To learn more about online security, please visit www.hsbc.com.hk/1/2/hk/personal/sfc

If I cannot view Chinese fonts in the PDF files, what can I do?
You can download and install the Chinese Traditional Font Pack files from Adobe website.

How can I terminate the MPF's Service?
To terminate the MPF's Service, you can logon to PIB and uncheck "MPF eStatement and/or eAdvice service" option in the "Maintain MPF eStatement and eAdvice" page. Once the MPF's Service is terminated, your MPF statement(s) and/or advice(s) will be sent to your correspondence address thereafter. Although you terminated the MPF's Service, all MPF eStatement(s) and/or eAdvice(s) previously issued by us still available for review on PIB within the retention period but will not be re-sent to you in paper format.

eReminder sent to designated email address

Can I change my designated email address eReminder are sent to?
Yes. You can complete and submit the Personal Details Change Form (IN91) to change your designated email address. The relevant form can be downloaded from HSBC MPF public website (http://www.hsbc.com.hk/mpf).
Note: To ensure timely receipt of eReminder sent to your designated email address, please update your email address whenever there is any change.

Which operating system and browser supports the viewing of eReminder sent to my email account?
The Service is supported on Microsoft Windows XP with Internet Explorer version 7.0. In addition, Java Virtual Machine - Sun Microsystems Inc 1.4.2 should be installed. Please stay online when opening the eReminder.
Note: Please use our "Computer Settings Checking Tool" at https://www.hsbc.com.hk/accounts/estatement/ to check your computer settings.

What happens if you send my eReminder and my mail box is full or there is insufficient mailbox capacity?
If your mail box is full or there is insufficient mailbox capacity, the email will be returned to us. If circumstances allow, the email will be resent. Otherwise, we will terminate the MPF's Service because the eReminder cannot be successfully received by you and a confirmation letter and the relevant MPF statement(s) or advice(s) will be sent to your updated correspondence address in MPF record; on the same time, a confirmation SMS will be sent to your updated mobile phone number in MPF record. For member benefit statement, if sent to your updated correspondence address has been failed to reach you, we may forward that member benefit statement to your employer for delivery to you, if applicable.