Mobile banking FAQs

What are the supported currencies from multi currency accounts?

The supported currencies from multi currency accounts for intrabank transfer are AUD, BND, CAD, CHF, CNY, EUR, GBP, HKD, JPY, MYR, NZD, SGD, USD and SAR.

Exchange rate availability is subject to the type of transfer performed and the cut-off time.

Why do I keep getting an error message informing me that the exchange rate I was provided has expired?

Exchange rates will expire in 12 seconds. Please retry to ensure you have the latest exchange rate displayed.

Can I request for another exchange rate?

Yes, you may request for another exchange rate after the previous one has expired by clicking "Continue" at the input page.

What does the bill payment service on the HSBC Malaysia Mobile Banking App offer?

It allows you to make payments to saved bill payment payees via the HSBC Malaysia Mobile Banking App. To set up future/recurring bill payments or to delete payees, please log on to HSBC online banking.

Can I make bill payment on weekends or public holidays?

Yes, payments to JomPAY billers will be transferred immediately.

I am unable to transfer more than RM10,000 using my HSBC Malaysia Mobile Banking app. What should I do?

As an additional security measure, there is a maximum limit of RM10,000 per transaction made to a new payee via the HSBC Malaysia Mobile Banking app (HSBC Malaysia app). This limit applies to mobile banking only and it does not affect your existing online banking transaction limit.

If you want to transfer more than RM10,000 to a new payee via the HSBC Malaysia app, please add the new payee to your payee list and make your first transfer to them of any amount below RM10,000. You will then be able to make subsequent transfers via your payee list. Alternatively, you may make the transfer via online banking subject to your online banking limits.

Transfer of money via DuitNow transfers (Online Banking, Mobile Banking and QR), Interbank GIRO (IBG) and/or FPX is also subject to a Daily Combined Limit of RM50,000. Please refer to our Online banking limits FAQs for more details.

We encourage customers to avoid unnecessarily high online banking limits to reduce the risk of fraud. For more information, please visit our Internet Banking Security and Fraud Prevention page.

I’m a non-resident and want to make a transaction of more than RM10,000. Can I do that?

For non-residents, different limits will apply depending on your residency status and whether you have domestic ringgit borrowing or financing. Learn more in our Bank Negara Malaysia Foreign Exchange Policy FAQs. 

Under the Bank Negara Malaysia (BNM) Foreign Exchange Policy, if a non-resident is in the exempted category, they're allowed to transfer more than RM10,000 per transaction. Otherwise, they're subject to a limit of RM10,000 per transaction. They're deemed as being in the exempted category if they are:

• A consulate, high commission or embassy
• An individual who is participating in the Malaysia My Second Home Programme
• An individual who is working or studying in Malaysia, including the individual’s spouse, children or parents who are staying in Malaysia

Please read the full Foreign Exchange Policy notices administered by Bank Negara Malaysia on the BNM website.

How can I receive payments using DuitNow?

You must first register a DuitNow ID in order to receive payments.

Where can I make a transfer via DuitNow?

You can make a transfer via DuitNow in HSBC Malaysia online banking or on the HSBC Malaysia Mobile Banking app.

Do I need to register for DuitNow?

You can send money via DuitNow even if you're not registered.

However, you must be registered to receive money via DuitNow. Simply register a DuitNow ID to link with your HSBC/HSBC Amanah account/-i.

I had previously received a DuitNow pre-registration notification. Do I still need to register for DuitNow?

We would have already pre-registered your mobile number as your DuitNow ID by 1 December 2018 if you had an active account and a mobile number with us. That's unless your DuitNow ID registration was unsuccessful or you opted out of the DuitNow ID pre-registration.

To view, maintain or update your DuitNow ID, please log on to HSBC Malaysia online banking or the HSBC Malaysia Mobile Banking app and select 'DuitNow'.

What can I register as my DuitNow ID?

You can use the following for your DuitNow ID:

• Your mobile number
• Your NRIC number (for Malaysians only)
• Your passport number (for non-Malaysians only)

Will I be charged a fee to use DuitNow?

No, you can use DuitNow to send and receive money for free.

How many DuitNow IDs can I register?

You can register more than one DuitNow ID as long as they have been verified and are available in the dropdown list. However, only one DuitNow ID can be registered to one bank account.

Which bank accounts can I link my DuitNow ID to?

You can link it to any HSBC/HSBC Amanah current or savings account/-i you hold.

Can I link my DuitNow ID to a different bank account?

Yes, you can link your DuitNow ID to a different bank account using HSBC Malaysia online banking or the HSBC Malaysia Mobile Banking app.

To do it in HSBC Malaysia online banking:

Log on > DuitNow > DuitNow registration / maintenance > Select DuitNow ID > Change HSBC account

To do it on the HSBC Malaysia Mobile Banking app:

Log on > Profile > DuitNow ID settings > Select DuitNow ID > Choose 'Receiving account'

However, please note that each identifier cannot be used as a DuitNow ID for more than one bank account.

What will happen if I close the bank account linked to my DuitNow ID?

If you close the bank account linked to your DuitNow ID, others won't be able to initiate fund transfers to the closed account. Your DuitNow ID will also be automatically deregistered.

My DuitNow ID is currently registered with a different bank. Can I switch it to HSBC?

Yes, you can use 'Switch to bank' to do so in online or mobile banking if your DuitNow ID status is active.

To do it in in HSBC Malaysia online banking:

Log on > DuitNow > DuitNow registration / maintenance > Select the DuitNow ID you want to switch > Select 'Switch to HSBC account'

To do it on the HSBC Malaysia Mobile Banking app:

Log on > Profile > Select the DuitNow ID you want to switch > Select 'Switch to HSBC account'

How can I ensure that I'm making a DuitNow transfer to the correct person?

Before you make the DuitNow transfer, check that the DuitNow ID does indeed belong to your intended recipient.

When you're making the transfer, check the recipient's name associated with the DuitNow ID on the 'Verify' page after you've entered the DuitNow ID and necessary details. Verify that it's the correct recipient's name before you confirm the transaction.

I want to register my mobile number as a DuitNow ID but the mobile number shown in the dropdown list is outdated. How can I update my mobile number?

You can update your mobile number in HSBC Malaysia online banking:

Log on > Services > Update personal information

How can I see my registered DuitNow IDs? Can I see my DuitNow IDs as registered with other banks too?

You can see all your registered DuitNow IDs if they are maintained by all participating banks.

To see it in HSBC Malaysia online banking:

Log on > DuitNow > DuitNow registration / maintenance

To see it on the HSBC Malaysia Mobile Banking app:

Log on > Profile > DuitNow ID settings

I hold an Army/Police Number. Why couldn't I register it as my DuitNow ID in HSBC Malaysia online banking or on the HSBC Malaysia Mobile Banking app?

You can only register it as your DuitNow ID at a branch or via the HSBC Contact Centre. Once you've registered it, you can maintain it in HSBC online banking or on the HSBC Malaysia Mobile Banking app.

How quickly are DuitNow transfers completed?

Instantly. As the name suggests (read: Do-it-now), DuitNow transfers are immediate^* and recipients will receive the money right away.

*Subject to processing by the Receiving Financial Institution (RFI)

Can I schedule future dated and recurring transfers with DuitNow?

Yes, you can make future dated and recurring transfers using DuitNow.

Can I save a DuitNow ID as a favourite recipient?

Yes, you can save a DuitNow ID as a favourite recipient so you can make subsequent transfers with fewer steps, without the need of a Mobile Secure Key/Security Device.

Are there any limits for DuitNow transfers?

Yes, you can transfer up to RM50,000 per day with DuitNow. However, this limit is subject to any limits set by you or the bank.

How do I register for online banking via the HSBC Malaysia Mobile Banking app?

You can complete your registration for online and mobile banking following these steps:

What are the different verification methods?

What should I do if I can’t log on after creating my username, password, and security question?

You'll need to complete the customer verification process if you're doing a new online banking or mobile banking registration.

Please call us or visit your nearest branch within 48 hours of receiving the online banking confirmation SMS to complete your customer verification.

What should I do if I didn't verify my identity within 48 hours?

If you did not complete the verification within 48 hours, you'll need to start your online banking registration again. You can follow the instructions here.

Please call us or visit your nearest branch if there's any problems.

If I have to restart my online banking registration, can I re-use the username that I created before?

No. You'll need to choose a different username.

What information or documents do I need for customer verification?

When you call the contact centre, make sure you call us using the mobile number that you have registered with us.

If you visit an HSBC branch, please bring your Malaysia National Identity Card or passport.

Will I get an SMS message when I set up online banking?

Yes, we'll send you an SMS to your registered mobile number when your account is successfully created.

Please call us or visit your nearest branch within 48 hours of receiving the online banking confirmation SMS to complete your customer verification.

How do I know if I've have completed my online banking registration?

We'll send you an SMS to your registered mobile number when your account is successfully created. You'll then need to complete customer verification by calling us or visiting your nearest branch.

You'll be able to log into your online banking account once you've completed the customer verification process.

Will I get an SMS after I set up my Mobile Secure Key?

Yes. As a safety measure, an SMS will be sent to your registered mobile number once your MSK is set up on your device.

Contact us immediately if you receive this SMS but you haven't set up a Mobile Secure Key yourself.

Accessibility services help users with disabilities or users who may find it hard to interact with the device fully. These services, such as screen readers and text-to-speech, promote inclusion. They need extensive permissions for apps to read the text on the screen or record characters typed with the keyboard on the device.

But fraudsters can exploit these services to record confidential data such as your mobile banking credentials. This could lead to your financial information being leaked.

The new safety measure strengthens your protection from malware that these fraudsters could use to take over your Android device.

You can perform all of the following actions.

• Make sure that you only download apps from official app stores onto your device.
• Turn off the accessibility permissions for all apps on your device before you open the HSBC Malaysia Mobile Banking app. If you're on a Samsung mobile device with the latest One UI user interface, go to 'Settings', choose 'Accessibility, then 'Installed apps'.
• Reset your keyboard to the default. If you're on a Samsung mobile device, go to 'Settings', select 'General management', then 'Samsung keyboard settings'.
• Check that you've turned off screen reading on your device before you open the HSBC Malaysia Mobile Banking app. If you're on a Samsung mobile device, go to 'Settings', choose 'Accessibility', then turn off 'Talkback'.

You don't need to delete and reinstall the HSBC Malaysia Mobile Banking app.

Note: The steps for these actions may differ by device. Please refer to the steps for your device listed in the following question, or check with your device manufacturer.

The steps may vary by device. The following steps for some popular device models are for reference only.

• Samsung: Go to 'Settings', choose 'Accessibility', then 'Installed apps'.
• Google Pixel: Go to 'Settings', select 'Apps', then 'Installed unknown apps'; or go to 'Settings' and choose 'Accessibility'.
• Honor: Go to 'Settings', choose 'Accessibility features', then 'Accessibility' and 'Downloaded services'.
• Oppo A78 5G / Reno8 5G: Go to 'Settings', select Additional settings', then 'Accessibility'.
• Oppo Find X2 Pro / A17: Go to 'Settings', choose System settings', then 'Accessibility'.
• Huawei P50 Pro: Go to 'Settings', select Accessibility features', then 'Accessibility' and 'Installed services'.
• Huawei Nova 3i / Nova 5T: Go to 'Settings', choose 'Smart assistance', then 'Accessibility'.
• Huawei Mate30 & Huawei Y9a: Go to 'Settings', select Accessibility features', then 'Accessibility' and scroll down to 'Downloaded services'.
• Redmi Note 10 5G: Go to 'Settings', choose 'Additional settings', then 'Accessibility' and 'Downloaded apps'.
• Poco X5 5G: Go to 'Settings', select 'Additional settings', then 'Accessibility' and 'Downloaded apps'.
• Vivo: Go to 'Settings', choose 'Shortcuts & accessibility', then 'Accessibility' and 'Downloaded apps'.
• Xiaomi: Go to 'Settings', select 'Additional settings', then 'Accessibility' and 'Downloaded apps'.

Alternatively, you can go to your device settings and use the search function. Type 'accessibility', and it should direct you to the right section.

We'd encourage you to download apps from official app stores only.

If you're not sure whether you can trust an app, we'd suggest that you at least turn off its accessibility permissions. If it's an unnecessary app, you can consider uninstalling it.

We encourage you to only download apps from official app stores, which include:

• Samsung Galaxy Store
• Amazon App Store
• Huawei App Gallery
• Xiaomi Mi Get Apps
• OPPO App Market
• OnePlus App Gallery
• HONOR App Gallery
• Google Play Store
• Vivo App Store

You can restore your access and use the app again by turning off the accessibility permissions for the listed apps or uninstall them. To do that, go to 'Device settings', then select 'Accessibility'.

No, it doesn't mean that your bank account is at risk. The alert is meant to be a reminder for you to turn off accessibility permissions for the listed apps. This way, it protects your account by making it harder for fraudsters to put malware on your Android device.

Please close the HSBC Malaysia Mobile Banking app, and open it again. If you've turned off accessibility permissions for all the listed apps and / or uninstalled those apps, you should be able to access and use the HSBC Malaysia Mobile Banking app again.

No, we don't monitor any activities or conduct surveillance on your device as part of our security scanning. Your security and privacy are our top priority.

No, the new safety measure doesn't involve any anti-virus software.

Can I download my eStatements?

Yes, you can click on the "Share" button at the top right of your statement and choose to download the statement in PDF format. You can also share your eStatements via email, message or using the AirDrop function on your iPhone. However, to protect your information, please refrain from sharing your eStatements on social media.

What eStatements are available via the HSBC Malaysia Mobile Banking App?

You'll be able to access your banking and credit card statements for the last 12 months on the HSBC Malaysia Mobile Banking App.

Why is the HSBC Malaysia Mobile Banking App requesting access to my photos, media and other files when I try to view my eStatement?

For Android phone users, you'll be asked to give the app access to your photos, media and other files, as the eStatements will be downloaded onto your mobile phone and then opened through the PDF viewer.

For iPhone users, you won't be asked to give access as your eStatements are viewed on your HSBC Malaysia Mobile Banking App.

What should I do if I can't receive push notifications from HSBC Malaysia app?

Make sure you're using the latest version of HSBC Malaysia app, and that your network connection is active and stable.

Enable push notifications from the HSBC Malaysia app. Select the profile icon in the top right corner of your screen and go to 'Communication preferences'.

Under 'Go to device settings', select to allow notifications from the HSBC Malaysia app. Alternately, you can go to your device's settings, select 'Notifications', find the HSBC Malaysia app and allow notifications.

It may take up to a day for your push notifications to get activated. In the meantime, we'll continue to send you transaction and activity alerts via email or SMS.

How do I opt in or out of receiving push notifications?

You can choose to opt in or out of a certain push notification category at any time by changing your notification preferences on the HSBC Malaysia app.

1. Log on to the app.
2. Select the profile icon in the top right corner of your screen and go to 'Communication preferences'.
3. Choose 'Push notification preferences’.
4. Toggle on/off the notification categories available based on your preference.
5. Select 'Learn more' to understand each notification category.

Alternatively, you can select the 3 dots (⋯) next to an existing notification, then tap on 'Change my preferences'.

We strongly encourage you to toggle on all notification categories to receive timely notifications from us.

How do I opt out of or unsubscribe from essential alerts?

You can’t opt out of essential alerts. We send these updates to secure your account and inform you of any activity.

Essential alerts may include:

• Online transactions performed via HSBC Malaysia Online Banking or HSBC Malaysia app
• Specific types of transactions on your credit card/-i, including your supplementary cards. Learn more
• Specific types of transactions on your debit card/-i. Learn more
• Important security updates and fraud alerts
• Other important account activity notifications

How do I opt out of or unsubscribe from personalised offers notification?

If you don't want notifications for personalised offers, go to the HSBC Malaysia website > 'Important Information' > 'Help' > 'Subscription to marketing communication' to unsubscribe. You can also visit your nearest branch or call our Contact Centre to unsubscribe.

What should I do if my push notification-enabled device is lost or stolen?

You should contact us immediately so we can deactivate your mobile device for you.

Once you've gotten a new device, download the latest version of the HSBC Malaysia app and register your device. Log on and follow the steps above to enable push notifications. All your notifications from the last 90 days will be in your notification centre. Select the bell icon in the top right corner of your home screen to view them.

Can I enable push notifications on a second mobile device?

For your security, you can only register the HSBC Malaysia app on one device at a time.

If you want to enable push notifications on a different device, complete your setup on the new device. Then, enable push notifications following the steps above.

What happens if I do not enable push notifications?

We'll continue to send your transaction or activity alerts via your registered email address or SMS to your registered mobile number instead.

Will I be able to receive push notifications while overseas?

Yes. As long as your device has an active and stable internet connection, you'll continue to receive push notifications.

What happens if my mobile device is turned off or I don't have internet connection? 

The push notifications will still be delivered to you. You'll likely receive them once your mobile device is turned on and is connected to the internet.

You can see all your unread notifications on the HSBC Malaysia app in the push notification centre.

What should I do if I receive a push notification for a transaction that I don't recognise or didn't perform?

Please contact us immediately to report the transaction.

Why do I sometimes not receive push notifications?

The possible reasons are:

• There may occasionally be a delay or failure in delivering notifications. This could be due to network connectivity issues or the data and battery optimisation settings on your device
• If you're on an Android device, Google services may be limited in some countries and regions, so you may not be able to receive push notifications in those areas

How can I see my previous notifications on the HSBC Malaysia app?

Log on to the HSBC Malaysia app and tap the bell icon in the top right corner of your screen. All your notifications from the last 90 days will be in your notification centre.

Do I need to enable push notification again after I've registered the HSBC Malaysia app on a new device?

Yes, you'll need to enable push notifications again by following the steps above.

How do I see push notifications from more than 90 days ago?

The notification centre in the HSBC Malaysia app will only display notifications from the last 90 days.

You can contact us if you need notifications from more than 90 days ago.

What should I do if I'm trying to log on using my Android device and it fails PIN verification, or my Mobile Secure Key code shows an invalid code error?

If you've previously installed the app on an Android device and recently upgraded the software to Android 12, then you might not be able to log on with your existing PIN or Mobile Secure Key code.

You'll need to reset your mobile app PIN using the 'Forgot your PIN?' option on the app's log on screen.

You can also remove your device in the app by going to 'Profile' and then 'Manage Devices'. After you do this, you can delete the existing version of the HSBC Malaysia Mobile Banking app from your device, install the latest version from the Play Store, and set it up again. You can find more information here on how to do this.

Please contact us if you need any more help.

How can I check my device's operating system (OS) version?

For iOS devices, go to 'Settings', then 'General', then 'About', and look for the version or software version.

For Android devices, go to 'Settings', then 'System', then 'About phone', and look for the Android version. This pathway may vary depending on your device and model.

When does the cooling-off period happen? 

It happens after every Mobile Secure Key set-up.

When does the cooling-off period end? 

It will end 12 hours after you get an SMS from us telling you that you've completed your Mobile Secure Key set-up on your mobile device.

Can I request to get rid of the cooling-off period or shorten it? 

No. This is a security measure to help stop fraudulent transactions.

Will the cooling-off period happen every time I delete and re-install the app? 

The cooling-off period will happen when you delete and re-install the app on your current mobile device, or if you download and re-install it on a different mobile device.

You won't have another cooling-off period if you're just updating the app on your current mobile device. 

What parts of online banking can I use during the cooling-off period? 

You'll need to wait for the cooling-off period to end before you make transactions to any other accounts. 

What should I do if I need to make an urgent transaction during the cooling-off period?

You can still make a transaction to other accounts if you use an ATM or visit a branch. The reason you can't do this online during the cooling-off period is because we're enhancing our online banking security.

Will the cooling-off period affect my existing account settings and transactions?

No. Any recurring or future transactions that were authorised before the cooling-off period won't be affected. 

What should I do if it's been more than 12 hours and I still don't have full access to my app?

Please call us or visit your nearest HSBC branch for further assistance.

I am using an iPhone SE and I was previously using my PIN to log on to the app. Can I use biometrics instead?

Yes, you can now use biometrics to log on to your HSBC Malaysia Mobile Banking app with your iPhone SE. Transactions that required a PIN can also be switched over to biometrics as well. You can enable the biometrics option on the HSBC Malaysia Mobile Banking app by going to 'Profile' and then selecting the 'Manage security' option.

Besides fingerprint, does the HSBC Malaysia Mobile Banking app support other forms of biometric authentication for Android devices?

On certain devices, yes. The HSBC Malaysia Mobile Banking app currently supports Android Face Unlock on Google Pixel 4, as well as iris scanning and face recognition on the Samsung S9 series (S9, S9+).

What is the minimum and maximum number of transfers that I can set up?

You can set up 2–999 recurring or future dated transactions.

How can I view and manage the recurring transfers/payments that I previously set up?

You can view them using online banking by logging on to: https://www.hsbc.com.my. Then, select the "Manage Future requests" option.

Can I set up a recurring transfer for an Instant Transfer or Interbank Giro, or is it restricted to within HSBC accounts only? 

You can set up recurring transfers for an Instant Transfer or Interbank Giro to be made to either an HSBC account or non-HSBC account locally.

What is the furthest date that I can schedule a future dated transfer?

You can schedule a future dated transfer up to 365 days in advance for an initial payment. This payment can then be repeated for up to 999 more times.

Can I use the HSBC Malaysia Mobile Banking app to schedule a different amount for the last recurring payment transfer like I was able to do on HSBC/HSBC Amanah online banking?

As we're still improving and updating the mobile banking app experience, we'll incorporate this feature in an upcoming release. For now, a recurring transfer set up using the HSBC Malaysia Mobile Banking app will involve a fixed amount being transferred each time and you won't be able to change the amount for the last payment transfer.

If I have scheduled a transfer, but don't have sufficient funds in my account on the scheduled date, will I be notified?

Yes. You will be notified immediately through the Secure Message channel that your transfer has been unsuccessful. You can access the Secure Message by logging on to HSBC/HSBC Amanah online banking or the HSBC Malaysia Mobile Banking app. Meanwhile, you would have to credit funds into your account and manually transfer the funds for this payment. Your scheduled payment will only continue for the next scheduled payment.

What is the difference between 'transfer schedule date' and 'effective date' when I schedule a future dated/recurring transfer?

These 2 dates are different only when a cross currency future dated transfer/recurring payment is scheduled on the weekends:

The 'transfer schedule date' refers to the date you set up the transfer.

The 'effective date' is the date the transfer will actually be made.

For example, if you set up a monthly recurring cross currency transfer on Monday (this is the 'transfer schedule date') and the next scheduled transfer date falls on a Saturday, the payment will actually be made on the next working day, a Monday (this is the 'effective date').

This does not affect cross currency immediate payments made on a weekend or same currency future dated /recurring transfers made on a weekend.

For Android users only: At the moment, Android devices are unable to support same currency future dated/recurring transfer processing on the weekends. Any transfer or payment scheduled on a weekend will be processed on the next working day.

What will you do with my feedback? 

Your feedback is valuable to us and we will use it to help improve the HSBC Malaysia Mobile Banking app, in order to help provide the best possible mobile banking experience for our customers.

Will my feedback be anonymous?

Yes, all feedback we receive from the customer survey will remain anonymous. However, for your privacy and data security, please do not include any personal details in the open fields provided in the customer survey.

This survey is aimed at collecting your feedback based on your experience using the HSBC Malaysia Mobile Banking app. If you have any enquiries or complaints, you may call our Contact Centre for further assistance.

What is the difference between pending and posted transactions?

Pending transactions are subject to final settlement by the merchant and not controlled by HSBC. Posted transactions have already been settled by the merchant and can be disputed, unlike pending transactions.

Can the amount of a transaction change between pending and posted status?

Yes. Some pending transactions may not reflect the final amount that will be posted. These transactions include purchases made in foreign currencies and payments made for hotels, petrol or rental cars.

Some merchants may place a temporary authorisation on a card that won't post automatically or that will post at a later date with the actual amount you spent. For example:

1) A petrol station puts an initial RM200 hold (authorisation) on your credit card. A few days later the transaction will be updated to reflect the actual amount charged.

2) A hotel puts a RM200 hold (authorisation) on your credit card for "incidental charges". If you don't incur any incidental charges during your stay, the authorisation will 'drop off' after a few days and will not post as a completed transaction.

3) You make a RM50 online purchase that hasn't been shipped yet and you cancel your order. A pending transaction may appear, but will 'drop off' after a few days.

Can I dispute pending charges?

No, only posted transactions can be disputed.

Why is the transaction I made in a foreign currency being displayed in my local currency?

For the moment, all pending foreign currency transactions will be displayed in RM, the local currency. Once a foreign currency transaction is posted, it will be displayed in both RM and the foreign currency.

How do I check my current Reward points?

You can check your current Reward points via the HSBC Malaysia Mobile Banking App or Online Banking and through your monthly credit card statements.

How do I keep track of the Reward points earned or redeemed?

You will be able to see information about Reward points you have earned or redeemed via the Loyalty Portal in the HSBC Malaysia Mobile Banking App.

Will I be able to let another family member or friend redeem points?

Only the primary cardholder can redeem Reward points earned with the credit card.

What can the Reward points be used for?

You can accumulate your Reward points to treat yourself to a holiday (hotel stay/flight ticket) or use them to help One Tree Planted. You can redeem your points:

• For a hotel stay with a selection of hotels
• For a getaway with airline miles from a selection of airlines
• As a donation to One Tree Planted, to help with global reforestation

Do I have other redemption options other than hotel stays, airline miles and One Tree Planted?

Reward points can only be used for redemption of Reward categories listed in the HSBC Malaysia Mobile Banking App. Reward points cannot be exchanged for cash.

What do I need to do before I can redeem the Reward points for airline miles or hotel points?

If you wish to redeem airline miles or hotel points, you must first become a member of the participating airline or hotel partners (frequent flyer or hotel membership(s)) and obtain the frequent flyer/hotel membership number.

Your airline and/or hotel membership accounts must be active and in good standing to redeem Reward points for the airline miles/hotel points

Will my Reward points expire?

Points earned using HSBC TravelOne Credit Card will expire 3 years from the end of the calendar month in which you earned them. When redeeming your Reward points, the oldest points will be used first.

For example: If you have made a transaction on 20 July 2022, your points earned for that transaction will expire on 31 July 2025.

How long will it take for airline miles/hotel points/One Tree Planted donations to be credited once I have redeemed my points?

If you choose to redeem your points for airline miles, hotel points or towards donations for ‘One Tree Planted’ via HSBC Malaysia mobile banking app, your request will normally be processed within 1 to 5 business days, with the exception of certain partners eg Japan Airlines (JAL). They will take 21 business days to process your request

I am unable to access my HSBC Malaysia Mobile Banking App, how can I redeem Reward points?

If you are unable to access the HSBC Malaysia Mobile Banking App, or if you are having trouble or have a technical issue with redemption of Reward points via HSBC Mobile Banking App, you can redeem the Reward points by calling us on 1300-88-1388.

I have redeemed Reward points through the HSBC Malaysia Mobile Banking App, but I wish to cancel the redemption. How can I cancel it?

Once you submit a redemption request on HSBC Malaysia Mobile Banking App, it cannot be reversed, withdrawn, cancelled, or changed.

What happens if my redemption request is not successful or rejected?

If your redemption request is not successful or rejected, your Reward points will be added back to your credit card account. You will also receive a notification email/letter informing you the reason of rejection within 4-8 hours of the refund of your Reward points. If you haven’t received the rejection notification, please contact us by calling 1300-88-1388.

My redemption request was submitted successfully, but I haven’t received the airline miles/hotel points in my member account.

We will process your redemption request as soon as we can. Generally, it takes up to 5 business days to process your request to redeem Reward points for airline miles or hotel points. The duration may vary as it could be due to reasons beyond our control, e.g. some participating airlines and hotels partners may take longer to process your request eg Japan Airlines(JAL) takes up to 21 business days to process your request.

If you have any queries regarding the status of your redemption, please contact us by calling 1300-88-1388.

You should send your query on the redemption of Reward points to us within 30 days from the date in which the Reward points you wish to query are deducted.

What can I do if my airline miles or hotel points aren't credited as expected?

If you did not receive your airline miles or hotel points within the expected timeline, it could be because your redemption request has been rejected. You will receive the rejection reason through from HSBC. If you haven’t received the rejection email or letter or wish to check on your redemption status, please contact us by calling 1300-88-1388.

Can I set up an automatic Reward point redemption?

No, this feature isn’t currently available.

Why am I unable to earn or redeem Reward points?

You will not be able to earn or redeem Reward points when your credit card is cancelled or suspended.

The Reward points will not be accrued on any un-posted or cancelled card transaction.

Will I be able to redeem Reward points after I cancel my credit card?

Your Reward points will be forfeited when you cancel your credit card. Hence, you should redeem your Reward points at least a day before your credit card is cancelled. We will not accept any redemption request on or after the date you submit the credit card cancellation request to us.