System Requirement
Q01. Which devices and operating systems are supported by HSBC Taiwan app?
We support devices running on iOS 15 or above and OS version Android 9 or above.
For security reason, currently we don't support any device that has been jailbroken or rooted.
Q02. What type of log-on is available for HSBC Taiwan app?
You can log on to HSBC Taiwan app using 6-digit PIN or biometrics (Face/Touch ID) on supported devices.
Q03. How to activate biometrics authentication?
Log on mobile banking, go to “Profile”, choose “Security”, select “Manage security”, and turn on “Face/Touch ID log on”.
Q04. What’s 6-digit PIN?
It will also serve as an alternative way to log on mobile banking when you can't use biometric authentication.
Q05. What if I forget my 6-digit PIN?
You can reset your 6-digit PIN in mobile banking. Here's how:
- Select 'Log on with mobile banking PIN' in HSBC Taiwan app.
- Select 'Forgot your PIN?'.
- 'Enter your user password' and select 'Continue', then choose 'Send SMS activation code'
- Enter the activation code and set a new 6-digit PIN
Q06. Supported devices for biometric authentication features are as follows:
iOS users: You can log on to HSBC Taiwan app using Touch ID1 or Face ID2.
Android users: You can log on to HSBC Taiwan app using Fingerprint ID3,4.
1Available on Touch ID enabled Apple iPhone, iPad or later running on iOS 15 or above.
2Available on Face ID enabled Apple iPhone X or later, and iPad Pro running on iOS 15 or above.
3Fingerprint ID: If your device OS is Android 9.0 or above, you will be able to use Fingerprint ID unless your device is deemed unsecure by the app.
4Samsung S9/S9+ Fingerprint ID: If your device OS is Android 10.0 or newer and you've downloaded the latest app version, you will not be able to use Fingerprint ID.
Q07. How to save new domestic payees when I make local currency transfer?
If the domestic payee hasn't saved in "My payees", please click "Add a new domestic payee". On the page "Payee bank details", click the button "Add to payee list" above the terms & conditions to choose to add new domestic payee
* HSBC credit card can’t be added into "My payees"
* If you would like to delete saved payee, please log into online banking to manage the list of payees
Q08. Why can’t iOS system users use screen recording in the App?
To protect your account and transaction safety, screen recording, mirroring and casting on iOS are disabled from the version 3.33 of HSBC Taiwan App, but screenshot is still supported.
We are sorry for the inconvenience caused. As some Android device users have been attacked by hacker malware recently, to protect the security of your account, HSBC TW has now suspended the screenshot or video recording functions in the HSBC (Taiwan) App for Android devices to prevent hackers from controlling your mobile phone for illegal purposes.
Q10. When will screenshot or screen recording on the HSBC TW App be resumed for Android devices?
We are currently reviewing the ability for Android devices to take screenshots or record videos on the HSBC TW App. In the meantime, we prioritize taking steps to keep your account secure. A new version of the App will be launched soon to improve security and your service experience.
Q11. I'm an Android user, how can I avoid being attacked by malware?
To avoid being attacked by malware, we suggest you not to click on suspicious links or download applications. Never grant full control of your phone and screen sharing unless you're absolutely sure it's safe.
If your 「Tencent App store」 is version 8.6.3 and you downloaded other Apps through it, please turn off ‘Notifications’ permission and/ or ‘Nearby devices’ for 「Tencent App Store」 in your devices’ setting, you can continue to use our app as usual.
(Go to ‘Setting’ > Search/ tap ‘Applications’ > Select ‘Tencent App store’ > Select ‘Permission’ > Turn off ‘Notifications’ and/ or ‘Nearby devices’ permission.)
Q13. Why can’t find HSBC Taiwan app in Mainland China App Store?
Except for Mainland China, you still can get the app from App Store or Google Play Store in other countries.
If you have installed the HSBC Taiwan app, you can continue to use it. You will also be able to download any future updates. However, if you delete the app or change / upgrade your device, you may not be able to re-download the app from Mainland China App Store .
If this happens, please call us to apply for hard token to use Online Banking instead, or you can change your device settings to select a different country App Store instead of mainland China so that you can find the app in the App Store.
Protecting you from Android malware scams
Protect your Android device from malware
Q01. Why Android devices need to strengthen this new safety measure?
We've seen a rise in malware fraud cases. They happen when fraudsters direct victims to download and install malicious apps on their Android device. This then gives them access to the victims' Android devices to allow them to conduct unauthorized transactions. Our new safety measure can help protect you from such malware.
Q02. What are the new safety measures to prevent malware intrusions?
If we detect potential risks on your Android device, HSBC Taiwan App will display a warning message and we’ll suspend your access to the HSBC Taiwan App from this device for your protection.
Q03. With this safety measure, under what conditions will my access to HSBC Taiwan App be suspended?
- installed apps from sources other than your phone's official app stores; and granted certain permissions for these apps, such as screen sharing or accessibility setting, etc.
- installed potentially security-risk keyboard and switch to your phone's default keyboard.
Q04. I use an Android device. When I try to log on to the HSBC Taiwan app, an alert message is shown and my access to the app has been suspended. What should I do?
To restore access and continue to use our app as usual, you must turn off the accessibility permission for the listed apps, switch to your phone's default keyboard or simply uninstall them.
Q05. Should I delete these untrusted apps?
To better protect your device security, we suggest that you turn off accessibility permissions for the affected apps in your device settings and uninstall unnecessary apps. We encourage you to download apps from official app stores only.
Q06. If my access to HSBC Taiwan App is suspended, please follow the steps below to restore access:
- turn off accessibility for any apps installed from sources other than your phone's official app stores.
- switch to your phone's default keyboard.
- or uninstall the listed apps.
Q07. The steps for turning off accessibility settings vary slightly depending on the phone brand and its operating system. Here are the operation steps of some popular phone models for reference only.
- Samsung： Settings > Accessibility > Installed apps > Select the potentially affected apps > Turn off accessibility for those apps
- Huawei：Settings > Accessibility features > Accessibility > Installed services > Select the potentially affected apps > Turn off accessibility for those apps
- Xiaomi：Settings > Additional settings > Accessibility > Downloaded apps > Select the potentially affected apps > Turn off accessibility for those apps
- Google Pixel：Settings > Accessibility > Downloaded Apps > Turn off accessibility for those apps
- OPPO：Settings > Accessibility > Additional settings > Accessibility > Under 'Downloaded apps', select the potentially affected apps > Turn off accessibility for those apps
- VIVO：Settings > Shortcuts & Accessibility > Accessibility > Select the potentially affected apps > Turn off accessibility for those apps
- Honor：Settings > Accessibility features > Accessibility > Select the potentially affected apps > Turn off accessibility for those apps
- Sony：Settings > Accessibility > Select the potentially affected apps > Turn off accessibility for those apps
Q08. I've already turned off the accessibility permission for those potentially affected apps, why am I still seeing the alert page 'Your device is at risk'?
Please close the HSBC Taiwan app and relaunch it. You'll be able to restore access and continue using our app as usual if the listed apps' accessibility permissions have been turned off and/or if the listed apps have been uninstalled.
Q09. Which app stores are regarded as official app stores?
The official app stores include:
- Google Play Store
- Samsung Galaxy Store
- Amazon App Store
- Huawei App Gallery
- Xiaomi Mi Get Apps
- OPPO App Market
- VIVO App Store
- MeiZu App Store
- OnePlus App Gallery
- HONOR App Gallery
Q10. Why the listed apps with accessibility permission turned on will put my device at risk?
We understand that accessibility services might be useful to some of our customers as it can enhance the user interface. However, it will also require granting extensive permissions to apps (for example, the ability to read the text on the screen or the ability to record characters typed using the keyboard). If used improperly, this could be exploited to record confidential data (like your mobile banking log on credentials) leading to the leakage of your critical account information.
Q11. Why does restriction to HSBC Taiwan app only apply to Android version but not iOS version? Will iOS device user be affected?
iOS device users are not affected because the iOS ecosystem does not officially support untrusted apps. In contrast, Android's open ecosystem allows installation from unknown sources.
Your access to the HSBC Taiwan App will not be suspended because of this measure if you’re an iPhone user or if you’re an Android user and have only downloaded apps from official app stores.
Q12. How can Android users protect themselves from malware?
- Please be cautious if you receive special offers that require you to download an app or click on a link as this could be a scam. These links or apps may contain malware that can take over your phone.
- Stay vigilant for special offers promoted on social media or received message
- Avoid opening suspicious links or downloading apps that are not from verified developers or trusted channels
- Download and install apps from trusted and verified channels such as Google Play
- Never grant full control of your device to any third party or share screen unless you're absolutely certain of the source's trustworthiness
- Review permissions for access carefully and refrain from entering your account information, passwords or any other personal information into such apps or links.
Transaction
Q01. Can I open new term deposit or transfer to foreign currency account in other domestic bank?
Changes to the core functions of mobile banking will be done on the ongoing basis. During the process of change, some services such as open new term deposit, and transfer to foreign currency account in other domestic bank will be temporarily unavailable via mobile banking. Please log on Internet Banking for the services.
Q02. Who can I make payments/ transfers to?
You can:
Transfer between your domestic or foreign currency HSBC Taiwan Bank accounts.
Transfer money to payees with local currency accounts.
Pay bills to HSBC credit card.
*Transfer to foreign currency account in other domestic bank are currently not available. To make such payments, please go to HSBC Internet Banking.
Switch/Stop APP Service
If you decide to set up HSBC Taiwan app on a new device, it is important that you first delink the app on old device. Please do not just delete the app from your device. You shall uninstall the app within the old device by logging on HSBC Taiwan app and going to Support > tap on Profile button at the top right of homepage > Security > Manage devices > find the device to be removed > Delete. After you successfully delink the HSBC Taiwan app on old device, you can set up the app on your new device. If there is any problem, please contact us.
Q02. What if my mobile device is lost or damaged?
If your mobile device is lost or damaged, please contact us immediately so that we can delink your device from your profile.
The Maximum Number of Devices
Q01. I am not be able to set up more than 1 mobile device (incl. Android and iOS). Why?
To provide safer mobile banking services, we improve the security of HSBC Taiwan app against online fraud/scam. From 26th July 2021 onwards, we adjust the maximum number of devices with the mobile banking. You will not be able to set up more than 1 mobile device (incl. Android and iOS) to access the HSBC Taiwan app.
If you decide to set up HSBC Taiwan app on a new device, it is important that you first log on HSBC Taiwan app on your old device to delink the app. If there is any problem, please contact us.
Q02. Now I have already set up more than 1 mobile device. Can I still use HSBC Taiwan app?
Existing customers who have set up more than 1 mobile device will still be able to access the HSBC Taiwan app on their devices, but can't add a device on mobile banking.
Q03. I have already set up 3 mobile devices. What if I delink 1 device from HSBC Taiwan app. Can I still use the app on other devices?
If you have set up 3 mobile devices and now decide to delink 1 device from HSBC Taiwan app, you will still be able to access the HSBC Taiwan app on other devices registered. However, you can't add additional devices on mobile banking.
Q04. If I delink other devices and only keep 1 device on HSBC Taiwan app, can I add a device to set up mobile banking?
You will not be able to set up more than 1 mobile device (incl. Android and iOS) to access the HSBC Taiwan app. If you decide to set up HSBC Taiwan app on a new device, it is important that you first log on HSBC Taiwan app on your old device to delink the app. You shall uninstall the app within the old device by logging on HSBC Taiwan app and going to Support > tap on Profile button at the top right of homepage > Security > Manage devices > find the device to be removed > Delete. After you successfully delink the HSBC Taiwan app on old device, you can set up the app on your new device. If there is any problem, please contact us.
Wealth Dashboard
Q01. How do I access the Wealth Dashboard on HSBC Taiwan app?
You can access the Wealth Dashboard by logging on HSBC Taiwan App and selecting 'Investment' tab at the bottom of the account home page. Or, you can log on HSBC Taiwan app and select 'Account' tab and tap 'Regular Trust Investment Account' to access Wealth Dashboard on mobile.
Q02. Why the amount shown within the Regular Trust Investment Account is different from the total market value shown on the 'Investment' page on HSBC Taiwan app?
The amount is calculated based on the information such as types, quantity, price, exchange rate of your current holdings. The total market value shown on the 'Investment' page and the amount shown on the Regular Trust Investment Account are for your reference only. The amount may vary by the updated frequency of different pages, exchange rate fluctuations and different settlement time.
Q03. Why there is no analyze and compare tab or realized gain/loss tab displayed on 'Investment ' page of HSBC Taiwan app?
More investment features and information will be available in the future. If you would like to know more about the realized gain/loss of your investment, you can log on to HSBC Internet Banking for viewing investment details.
Q04. Why the total market value is different between Mobile Banking and Internet Banking?
The total market value on 'Investment' page of HSBC Mobile Banking does not include DCI (Dual Currency Investments). Thus, the listed amount on HSBC Internet Banking may vary.
Q05. Why the amount displayed on 'Investment' page is trimmed on HSBC Taiwan app?
Depending on your mobile device and font size settings, if the numbers are displayed with too many digits, the figure may not shown completely. You can adjust the font size of your mobile device or log on to Internet Banking to check the amount.
Q06. Where can I view my FundMax account details on HSBC Taiwan app?
If you have a FundMax account, you can click the drop-down menu at the top of the 'Investment' tab and select FundMax account after logging on to HSBC Taiwan app.
Trade Equities, ETF and Funds
Q01. Can I update the RPQ and W8-Ben in HSBC Taiwan app before placing an order of stock, ETF and fund?
This feature will be available in the future. If you want to update the RPQ, please first log on to HSBC Internet Banking and select Quick Link 'Risk Profiler' to assess your risk tolerance. If you want to update W8-Ben form, please log on to Internet Banking and select 'UT & Equity Transaction(incl. W-8Ben)', and then select 'Buy Equities- Fill in Form W8-Ben' on top to access 'Form W8-Ben Submission'
Q02. If I found out that I have yet completed RPQ assessment or my RPQ has expired after I log on to HSBC Taiwan app, is there a link available on mobile that directs me to log on the Internet Banking and update RPQ?
Please note that only a notification will pop up at the top of the screen to remind you completing RPQ currently, and you cannot place an order until RPQ has been updated. Thus, you need to log on to Internet Banking and select 'Risk Profiler' tab for assessment.
Q03. What are the ways to place orders for stocks, ETFs and funds in HSBC Mobile Banking app?
There are two ways. Please log on to Mobile Banking, select 'Regular Trust Investment Account' on account homepage, or directly tap on 'Investment' tab at the bottom of the account home page to enter Wealth Dashboard.
- Method 1: Please scroll down and select 'Trade equities‘/’Funds’ under 'Products and services' section, and you will see stock/fund searching page.
- Method 2: Select 'Equities‘/’Fund’ under 'My holdings' section, and you will see stock/fund searching page.
Q04. Can I buy/sell/modify/cancel orders through different channels?
You can buy/sell/modify/cancel orders through different channels, not only merely placing buy order, but modifying or cancelling orders via different channels. However, please note the transaction fee for placing orders through different channels may be slightly different. Please refer to the latest announcement regarding fee table and campaign info.
Q05. How can I know if my order has been received on HSBC Taiwan app?
Once you place the order, you are able to view the latest order status within the 'Order Status' page on Mobile Banking, or 'Order Status' on Internet Banking. In addition, if you place the buy/sell/modify/cancel orders successfully, you will receive an instant email notification on your reserved email address in HSBC.
Q06. Does HSBC Taiwan app have the trend charts for stock, ETF and fund technical analysis? Does HSBC Taiwan app also provide the interactive chart for multi-asset comparison?
Currently we have stocks, ETFs and funds performance chart on Mobile Banking. You can view the performance of the prices in different time intervals, and tap on the chart to view the performance for longer intervals. Please note that the layout of Mobile Banking is not conductive to presenting the interactive chart for multi-asset comparison; thus, please go to 'UT & Equity Transaction(incl. W-8Ben)' of Internet Banking for relevant information.
Q07. Can I view the stock or fund watch list on the HSBC Taiwan app?
In order to facilitate customers to place stocks, ETFs and Funds orders on Mobile Banking, we currently give priority to provide transaction-related services. If you want to add a new watch list or view the watch list of your investment holdings, please log on to the Internet Banking to view the relevant information.
Q08. Is the U.S. Intraday trading (buying and selling U.S. stocks on the same day) also included in this HSBC Taiwan app release?
Yes, the function of Intraday trading will be included in this Mobile Banking release. You can clearly see the maximum buying power (includes available balance and funds receivable) on your account. Please note that the service is only available to the products in US market.
