Online banking FAQ

Online banking allows you to make safe online banking transactions through Bank's secured online banking site.

It is probably the easiest and most convenient way to bank with us and is available 24 hours a day, 7 days a week, 365 days a year and it provides you with an instant view of all your HSBC accounts, together with balances, statements, payment details and more.

It's secure and best of all you can use it as often as you like.

Additionally you can:

• achieve greater control and flexibility in managing your money
• securely access your accounts at home or abroad

• view the balances of your accounts, credit cards and Investments
• transfer funds between your accounts or to any other account worldwide
  
• open new Term deposit
• pay bills at over 900 companies
• manage (your future dated payments or transfers)
• download your statements
• send and receive Secure messages
• update your Personal Information via secure message
• request a new Phone Banking / ATM Card PIN / Credit Card PIN via secure message
• manage your debit and credit cards via secure message
• download account transaction details in CSV document type
  

Online banking is available in Greek and English. There is an option at the top of the page to change the language option at any time within online banking.

Customer Service Helpline: 801 801 HSBC (801 801 4722) or 210 696 2000 if you are calling from a mobile phone or abroad. If you are an HSBC Premier Customer, please call the HSBC Premier Priority Line at 800 800 HSBC (800 800 4722) or at 210 696 2150. If you are an HSBC Advance customer, please call 801 801 4747 or 210 696 2170.

Monday to Friday 9:00 to 16:00.

1. Select 'Register' at the top of the page.

2. Input your First name, your Last name, your Birth Date, your Customer number and your email address so you can be verified.

3. A One Time Activation Code will be sent to the mobile number held on our systems. Follow the onscreen instructions and input the activation code to the required field.

4. Create a Username which you need to input every time you want to have access to the service.

5. Input your Password twice in order to confirm it.

6. Select a Security question and a security answer which need to be confirmed and click on Continue button.

7. Accept the Terms and Conditions and click on Continue button so to complete your registration process.

Within a few days, the Security Code Device will be sent to you and you will have to activate it during the logon phase according to instructions.

8. After your first log on you will need to activate your security device

To find out more about the technical specifications required for using the service see 'What are the requirements to use personal online banking?' below.

Your customer number is 9 digits long which is your Phone Banking Number without the leading zero. If you do not know your Phone Banking number please call us on 801 801 HSBC (801 801 4722) or 210 696 2000 if you are calling from a mobile phone or abroad.

During registration to the online banking service only English characters are allowed for input to all required fields (Username, password, Security Answer).

Yes, upon completing your registration, you can sign in to the Online Banking service using your username and your security code. You need to set up your security device the first time you use it, as the device is needed to connect to the service and make banking transactions.

During registration, you will input your Password.

With the password, you will be able to sign in to Mobile banking in order to set up your 6- digit PIN.

When you log on we may ask you to create a password, if we don’t already hold one for you.

For added security, if you are asked to create a password, you will be asked to generate a re-authentication code with your Security Device. After entering your PIN, you need to press 3 to generate this code.

Once these details are created you can continue with your online banking needs.

You can reset your Password by selecting the option "Forgotten your password?"after entering your username during logon. As you've forgotten your log on details, you'll need to create new ones. To complete the process you'll then need to call us with the reference number we give you. In Create new log on details screen, enter your new password and security question and answer and press on continue button.. Confirmation screen will be displayed with a reference number. To activate your new sign-in details, please call us from Monday to Friday, 9:00 to 16:00, on 801 801 HSBC (801 801 4722) or (+30) 210 696 2000 if you are calling from abroad or from mobile phone.

If you have forgotten your username, please call us on the above mentioned phone numbers.

Please call our Customer Service Helpline: 801 801 HSBC (801 801 4722) or 210 696 2000 if you are calling from a mobile phone or abroad. If you are an HSBC Premier Customer, please call the HSBC Premier Priority Line at 800 800 HSBC (800 800 4722) or at 210 696 2150. If you are an HSBC Advance customer, please call 801 801 4747 or 210 696 2170.

Monday to Friday 9:00 to 16:00.

To use the online banking service you need to have:

Active account

An active bank account with HSBC Greece.

Internet connection

An Internet connection to any Internet Service Provider.

Computer system

PC Specifications:

• MS Windows 7,8 and 10 software. Software updating with the latest versions is suggested
• Pentium (500 MHz) processor or posterior
• 1024 x 768 screen analysis or higher
• minimum 128 MB RAM or more
• 52 MB of free space on your hard drive or more

Mac Specifications

• Mac OS X 10.9 or later
• 1024 x 768 screen analysis or higher
• processor Intel x86 or PowerPC G3, G4, or G5
• minimum 128 MB RAM or more
• 200 MB of free space on your hard drive or more

You need an Internet browser with 128-bit encryption. The www.hsbc.gr site is compatible with the browsers below:

• Google Chrome version 74 and above
  
• Safari version 10 and above
  
• Firefox version 64 and above

It may be possible to access our internet banking service using other browsers or versions but please be aware that this will potentially impact on internet banking usage and security levels and you are strongly advised not to do so.

You will be able access Move Money screens when selecting ‘Pay and transfer’ (on the quick launch menu of your online banking service).

If this is the first time you want to make a bill payment to a company, then select the "New payment to a company" option and search for the company you wish to pay. You'll need to set up the bill payment and use your Security device to finish the payment. After completion of the payment the company will be saved in your pre-defined list.

If you want to make a bill payment to a company you paid in the past, then select the "Pay a company you've paid before" option. You will be able to select a company from a pre-defined list and proceed with payment without the need to generate a transaction signing code.

You can select "View a payment example" if you need help on the information that you need to input during the payment to the company.

Refer to the Bill Payments Table

Yes, On “pay a company” screen, select “Search by RF” and enter the RF code (without the words RF) and click on continue. The company will be recognised automatically by online banking and you will be able to proceed with the payment.

On "Pay a company" screen there is help available by clicking on “View a payment example” button, which opens a pop up window with a demo screenshot of the company / organization you want to pay, with instructions on what you need to input in the relevant fields.

Instructions for Bill payments after 15:00 will be processed on the next business day with exception credit cards which is after 19:00.

If you schedule to process a transfer immediately, you may not be able to stop the transfer. Any other scheduled or recurring payments can be cancelled up to one full business day before the requested transfer date. Choose the "Manage future requests" option from quick links. From this screen you can view and manage any payments or transfers you've requested to go later or recurring. Select Click on the three dots next to the beneficiary/company you wish to cancel the transfer/payment and press "Delete" option to cancel the instruction.

If your scheduled future transfer failed to be executed, please note that the Bank will attempt to execute your future / recurring transfer, 3 times in total in the next 3 working days from the date you made the request until successful execution. If you don’t wish the transfer to be executed, proceed with its deletion from “Manage future requests" option from quick links and then select and delete this particular future / recurring transfer / bill payment.

Payments

If paying a new company (pay a bill), the payment details will be automatically saved for future payments.

Transfers

You can save the beneficiary / payee details by clicking on 'Add to your payees' box when you set up a new transfer order, as shown below. You will be able to find the added / trusted payees under 'Your accounts or someone you've paid before' transfer option and complete a transfer without the need to complete all payee / beneficiary details again and without using the security device.

According to Payment Services Directive II (PSDII) and Commission Delegated Regulation (EU) 2018/389 (which came into effect on 14 September 2019), it is required that when making a transfer to a new person or to a new company (currently known as Adding a Payee), you must now input into your Secure Key token not only the last 5 digits of the beneficiary’s account but also the amount of the payment, in order to generate the six-digit transaction signing code and complete the transfer / payment order.

Please find some examples below:

For a transfer with IBAN GRFR7630056001230123000360812 and an amount to pay EUR 320.10, you would enter the following in the Security device: 6081232010.

For a transfer or bill payment with Account Number 23452767 and an amount to pay is €123.40, you would enter the following in the Security device: 5276712340

For a transfer with IBAN GRFR7630056001230123000360812 and an amount to pay EUR 0.75, you would enter the following in the Security device: 60812075.

For a transfer with IBAN GRFR7630056001230123000360812 and an amount to pay EUR 100, you would enter the following in the Security device: 6081210000.

We've made it simpler and faster for you to pay someone whose details you’ve already saved before as you will no longer need to input the code from your Secure Key to perform such a transfer. You simply change the amount and the date and you can execute the transfer easily and effectively.

An IBAN is simply an existing account number in a format / structure that makes it internationally recognisable. It is a standard set for bank account numbers that uniquely identifies a customer's bank account held at a bank anywhere in the world.

The IBAN is based on ECBS (European Committee for Banking Standards) and ISO (International Organization for Standardization) standards. Your IBAN is displayed on your paper bank statement on the upper right corner.

Why do I need an IBAN?

This information has to be provided by the beneficiary. It is essential in order to ensure that the payment is delivered to the correct beneficiary.

Payments in Euros to the EU should quote an IBAN. Payments that don't include the IBAN may be returned and/or have a penalty charge.

Construction of IBAN

• the local IBAN is made up of 27 alphanumeric characters
• the first two alphabetic characters identify the country in which the account is held, in this case Greece (GR)
• the next two digits are the check digits, which validate the complete IBAN
• the next four characters are. the first part of the issuing bank's SWIFT identifier code
• the next five digits are the issuing bank's local sort code; and
• the remaining fourteen characters are the domestic account number, with preceding zeros wherever required
• customers' IBAN can only be generated by their banks

Examples of IBAN in various countries:

• Austria AT611904300234573201
• Germany DE16500333000532013000
• Ireland IE29AIBK931152123456 78
• UK GB29NWBK60161331926819

List of countries that use IBAN number (PDF, 44KB)

You can view your IBAN account number (International Bank Account Number) by selecting your account in online banking homepage and then click to “View more details” option which can be found under the account number.

Yes, you can. Go to ‘Secure messages’ in online banking to send us a message. Please choose the subject ‘Change online banking daily limits’ and send your request.

You will need to use the Secure Key only when paying someone (or a company) for the first time. This is done through our Move Money function which can be accessed as follows:

After logging in to online banking, you will see your account selection page. Use the Move Money function from the account selection page by selecting one of the following:

• the 'Move Money' > “Pay or transfer” option from the top menu or
• the ‘Pay and Transfer’ icon situated in the quick links menu or
• the three red dots you will find next to the account balance in the account selection page. After clicking these, choose “Transfer”

From the 'new payments and transfers' screen, you need to choose the debit account from the dropdown. You are then prompted with four options:

1. Your accounts or someone you've paid before.
2. Pay a company you've paid before.
3. Transfer to a new person.
4. Pay a new company.

Choose option 1

You will then be prompted with a new window from which you can choose the required account. There is also a filter option where you can choose “Your local accounts”.

From the 'new payments and transfers' screen, you need to choose the debit account from the dropdown. You are then prompted with four options:

1. Your accounts or someone you've paid before.
2. Pay a company you've paid before.
3. Transfer to a new person.
4.  Pay a new company.

Choose option 3

You will then be prompted with a new window from which you can choose the required  payee type. You are then prompted with three options:

1. HSBC account.
2. Local beneficiary account/card.
3. Overseas beneficiary account.

Choose option 1

From the 'new payments and transfers' screen, you need to choose the debit account from the dropdown. You are then prompted with four options:

1. Your accounts or someone you've paid before.
2. Pay a company you've paid before.
3. Transfer to a new person.
4. Pay a new company.

Choose option 3

You will then be prompted with a new window from which you can choose the required payee type. You are then prompted with three options:

1. HSBC account.
2. Local beneficiary account/card.
3. Overseas beneficiary account.

Choose option 2

From the 'new payments and transfers' screen, you need to choose the debit account from the dropdown. You are then prompted with four options:

1. Your accounts or someone you've paid before.
2. Pay a company you've paid before.
3. Transfer to a new person.
4. Pay a new company.

Choose option 3

You will then be prompted with a new window from which you can choose the required payee type. You are then prompted with three options:

1. HSBC account.
2. Local beneficiary account/card.
3. Overseas beneficiary account.

Choose option 3

From the “New payments and transfers” screen, you need to choose the debit account from the dropdown. You are then prompted with four options:

1. Your accounts or someone you've paid before.
2. Pay a company you've paid before.
3. Transfer to a new person.
4.  Pay a new company.

Choose option 2 and follow the instructions on page.

From the “New payments and transfers” screen, you need to choose the debit account from the dropdown. You are then prompted with four options:

1. Your accounts or someone you've paid before.
2. Pay a company you've paid before.
3. Transfer to a new person.
4.  Pay a new company.

Choose option 4 and follow the instructions on page.

From the 'new payments and transfers' screen, you need to choose the debit account from the dropdown. You are then prompted with four options:

1. Your accounts or someone you've paid before.
2. Pay a company you've paid before.
3. Transfer to a new person.
4. Pay a new company.

Choose option 1.

You will then be prompted with a new screen from which you can select the required account. There is also a filter option from where you can choose between, ‘Your local HSBC or domestic euro payees’, ‘Your international payees or domestic foreign currency payees’ or ‘Your international accounts’, depending on the transfer type.

You then need to follow the on screen instructions to fill the required fields and you will no longer need to input the code from your Security device to perform such a transfer.

Your transfer will always be converted into the currency of the account you're sending it to.

A transfer fee in the same currency will be deducted additionally from the amount you’re sending. For example, if you want to send EUR1000 and fee charge is EUR5.00, you’ll need to enter EUR 1000. This can differ when making a transfer in a different currency, as it’s dependent on where you input the amount first. If you enter the amount in the “You send” field, the fee charge will be deducted from the amount you’re sending. If you enter the amount in the “They receive” field, the fee charge will be deducted additionally from the amount you’re sending, in your account currency. 

Please be sure that below conditions are met when you input the IBAN number in the relevant field:

• there are no spaces between digits
• there are no special characters (e.g. "-", "/") between digits
• IBAN number can be up to 34 alphanumeric characters
• make sure that you have input a valid IBAN number

Examples of correct IBAN number format in various countries: 

• Austria: AT611904300234573201
• Germany: DE16500333000532013000
• Ireland: IE29AIBK93115212345678
• UK: GB29NWBK60161331926819

When making a transfer by using the below transfer types, all required fields need to be input in Latin characters and not Greek or special characters:

• transfer to local beneficiary bank account in foreign currency
• transfer to overseas beneficiary

In case you receive this error message, please contact Customer Service Helpline for support at 801 801 HSBC (801 801 4722) or 210 696 2000 if you are calling from a mobile phone or abroad, Monday to Friday 9:00 to 16:00.

BEN: Beneficiary will pay all charges, including ours, any applied by the beneficiary's bank and any other banks used to send the transfer. These charges may be deducted from the transfer. We're unable to advise you of any charges applied by any other bank as these are not in our control.

SHA: You will pay our charges and these will be deducted from your account. Beneficiary will pay the charges by their bank and any other banks used to send the transfer. These charges may be deducted from the transfer. We're unable to advise you of any charges by any other bank as these are not in our control.

OUR: You will pay all charges, including any applied by the payee's bank and any other banks used to send the transfer. We're unable to advise you of any charges applied by any other bank as these are not in our control.

Note: For SEPA payments it is mandatory to select SHA option.

You will bear HSBC Greece charges that will available for review during transaction, plus beneficiary and / or intermediary correspondent Bank charges that may occur at a later stage. Please note that in this case your account will be debited without any prior notification from HSBC Greece.

Also be informed that option (OUR) applies to transfers in countries and currencies outside the European Union/European Economic Area.

When you first register for online banking the following limits apply.

Please note: Users can reduce limits online at any time by logon to online banking, clicking on the " Secure messages’" in quick links menu and choose the subject ‘Change online banking daily limits’ and send us your request.

Also you can request limit change through phone, please call our Customer Service Helpline: 801 801 HSBC (801 801 4722) or 210 696 2000 if you are calling from a mobile phone or abroad. If you are an HSBC Premier Customer, please call the HSBC Premier Priority Line at 800 800 HSBC (800 800 4722) or at 210 696 2150. If you are an HSBC Advance customer, please call 801 801 4747 or 210 696 2170.

Monday to Friday 9:00 to 16:00.

Note: The increase limit requests are subject to the laws /decisions.

For processing the same day, instructions submitted through Internet Banking need to be received by the below listed cut-off times. Instructions received after the relevant cut-off times will be processed the next working day. Instructions received on non-working days (weekends, Bank holidays, etc.) will be processed on the next working day. Any transaction involving cross currency, where one or both of the currencies involved has passed the Cut-Off time, will be treated as next date value.

Select the "Other " option from bank name and address drop down menu, and then on “Bank search” field enter the bank name. Select the bank from the search results and proceed with the transfer.

In case you select other country / city / bank from the drop down lists, you can type this information in the ”Details for beneficiary” field.

You can view the foreign exchange rate before the foreign exchange transaction by clicking on left navigation menu option "Rate Enquiry" and then "Currency Calculator".

When making a transaction involving cross currency, it is possible that the foreign exchange cut off time has passed for one or both of the currencies involved, i.e. the currency exchange markets have closed. Your instruction will be processed automatically by the system the next working day at the currency price at the execution time.

When making a transfer to Canada, we strongly recommend you provide the Beneficiary's address details in the  Details for Beneficiary field. This information will be reported to the Canadian authorities. In case you forget to provide the payee address in the transfer, the receiving bank in Canada will reject and return the telegraphic transfer. This is a regulatory requirement in Canada and all banks need to comply.

To search for a specific transaction, select the 'Search and filter' option above your transaction list. Search can only find transactions made in the last 5 years.

1. Log into online banking.
2. Select eStatements from quick links menu.
   
3. Select your Statement type and account.
4. Your Statements will be displayed by year and month and you can view or download any of your statements.

Yes, in a wide range of currencies. The current interest rates are provided by clicking the button "rates" after select the currency and period of the term deposit. According to Bank of Greece Decision 28/1/09, Financial Institutions operating in Greece are required to decline to effect transactions or to establish new customer relationships, unless the transactor/customer is fully identified and verified.

If you have not already submitted the required supporting documentation, the service "Account Opening" will not be available to you.

When you register to online banking, all your accounts will be automatically added to your online banking profile.  You can also add or remove accounts by logging on to online banking, by clicking onto the " Secure messages" option in the quick links menu, and selecting "send as a message". Choose the subject ‘Accounts-Select’ and send us your request.

You can download your account transaction details to Excel. Simply logon to online banking and select your account from home page and then select "Download" option and follow the screen instructions.

The following software packages are supported:

• XLS (Excel for Windows)

• the account can be added by clicking on the "Secure messages option in quick links menu, select "send as a message", choose the subject ‘Accounts-Select’ and send us your request
• if the account was opened by a branch on the same day, note that one business day is needed so the account can be added in the account overview screen

In case you are still not able to view your accounts please call our Customer Service Helpline: 801 801 HSBC (801 801 4722) or 210 696 2000 if you are calling from a mobile phone or abroad. If you are an HSBC Premier Customer, please call the HSBC Premier Priority Line at 800 800 HSBC (800 800 4722) or at 210 696 2150. If you are an HSBC Advance customer, please call 801 801 4747 or 210 696 2170.

Monday to Friday 9:00 to 16:00.

You can select the "printable version" button direct from account history screen. If entries prior to 12 months are required, a statement copy must be ordered by clicking on the "Secure messages" option in quick links menu, select "send as a message", choose the subject ‘Statements—Previous statement request’, fill in the required details and send us your request.

In order to be able to view or download your Credit Card statement in PDF format, you will first have to link your credit card number with your online banking profile. Click on the "Secure messages" option in quick links menu, select "send as a message", choose the subject ‘Accounts-Select’, input your credit card number and send us your request.

In order to be able to view your Credit Card in the "Account Summary" and check your credit card transactions history, you will first have to link your credit card number with your online banking profile. Click on the "Secure messages" option in quick links menu, select "send as a message", choose the subject ‘Accounts-Select’, input your credit card number and send us your request.

Credit card account balance and details are updated on a daily basis and contain previous day closing balances.

HSBC, with the help of modern technology, offers you the maximum security for your transactions wherever you may be.

• use of SMS one time password verification during your registration to online banking
• use of SMS one time password verification during activation of your security device
• the ability to create your own personal username for your access to your personal banking services webpage
  
• use of additional security device (Token) for ensuring maximum possible security of your personal data and the complete functionality of all banking transactions via the online banking service
• using the Security device, token provides greater protection in your banking transactions
• the ability to select your own Security question and answer that you will need in order to change your password, in case you want to change it or you have forgotten it
• automatic deactivation of the service in the event of three unsuccessful identification attempts
• the ability to reset password  in case you don't remember it
• change your daily transaction limits
  
• change your daily transaction limits via online banking
  
• selection of accounts linked to the online banking service
• secure 128-bit encryption (the highest available) for all information transmitted during an online banking session
• an automatic time-out feature that will end your online banking session after a period of not being used (5 minutes)

• do not respond to the e-mail
• forward the email to: phishing@hsbc.com
  
• delete the e-mail

Customer Service Helpline: 801 801 HSBC (801 801 4722) or 210 696 2000 if you are calling from a mobile phone or abroad. If you are an HSBC Premier Customer, please call the HSBC Premier Priority Line at 800 800 HSBC (800 800 4722) or at 210 696 2150. If you are an HSBC Advance customer, please call 801 801 4747 or 210 696 2170.

Monday to Friday 9:00 to 16:00.

A "time-out" feature provides protection if you leave your computer unattended and have not logged out from an online banking session. After a period of time of not being used, your online banking session will automatically end or time-out.

Yes, by clicking on the "Secure messages” option in quick links menu, and then select "send as a message", you can send secure messages to the bank for general enquiry, questions about using online banking, product enquiry and feedback.

You may check the validity and owner of the encryption certificate.

For Google Chrome browsers, double click the security lock icon at the top left of your online banking session window (you may need to enable the status bar if it cannot be seen). In pop up window, the Certificate Information should state who it is issued to (HSBC Group management services limited GB) and when it is valid for. The certificate should still be within the valid period.

For Mozilla Firefox browsers, double click the security lock icon at the top left of your online banking session window. In the connection option, the address Information should state who it is issued to (HSBC Group management services limited GB) and when it is valid for. The certificate should still be within the valid period.

You may have to clear your browser's cache to help solve the problem.

For Google Chrome browsers, click the three dots icon at the top right of your online banking session window and select "settings". In the "Privacy and security" category, click "Clear browsing data" and then "Clear data". Close and open your browser and try to logon to online banking again.

For Mozilla Firefox browsers, go to "Tools" on the tool bar and select "Clear Private Data" option. Click on "Cache" and "Cookies" boxes and click on "Clear Private Data now" button. Close and open your browser and try to logon to onternet banking again.

Please call out Customer Service Helpline: 801 801 HSBC (801 801 4722) or 210 696 2000 if you are calling from a mobile phone or abroad. If you are an HSBC Premier Customer, please call the HSBC Premier Priority Line at 800 800 HSBC (800 800 4722) or at 210 696 2150. If you are an HSBC Advance customer, please call 801 801 4747 or 210 696 2170.

Monday - Friday 09:00 - 16:00

If you have not used the Security device for more than three months, the device may be temporarily disabled and therefore you will not be able to connect to the service. To be able to connect to the service again, you will need to contact us to re-synchronize the security device.

A third party can establish your username if they use the same computer as you are using to access online banking after you have enabled the ‘Remember username’ functionality.

The ‘Remember username’ feature is a safe feature since whoever establishes your username and have access to your Security Key (or know your mobile banking password) so as to login to the online banking service or your mobile banking app. It is important that Security Key PIN or mobile banking password are known only by you.

That is why we advise you not to use this feature if you are logging in from a device which is shared with third parties or if you are accessing the service from a public computer.

No, the 'Remember username' feature applies to that specific computer you are logging in from. To enable this feature on each computer you use, you need to set it up each time you login from a different computer.

All you need to do to switch off such functionality is to un-tick the box beneath the username field. Remember that if you are accessing internet banking from different computers and you have enabled this functionality on different computers, you need to un-tick the box from each of these computers / devices.

Yes, if you opt to clear your browser cache and tick cookie data, you will also switch off the ‘Remember username’ functionality.

You can re-activate this feature by ticking the box and keying in your username again during login.