Online Banking Frequently Asked Questions

Online banking is an online system that allows you to make safe online banking transactions through Bank's secured site. The advantages? No banking hours, no queues. 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 Bank Armenia 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

Personal "online banking" enables you to manage your accounts more easily. It also gives you greater control over balances, transfers and term deposits. Some of the many things that you can do include:

• View your HSBC Bank Armenia accounts, 24 hours a day, 7 days a week
• Make everyday banking transactions, check balances and view account activity
• Transfer funds between your accounts or to any other account worldwide
• Make loan payment, loan prepayment and apply for changed loan schedule
  
• Open a Term Deposit accounts in AMD, USD and EUR
• Pay your credit card bills
• Create and delete regular/future transfers/payments
• Receive SMS alerts on transactions and account information
• Make use of personalised system notifications and banners
• Send and receive secure messages

"online banking" is available in Armenian and English. There is an option at the right corner of any page to change the language option at any time within "online banking".

There are lots of ways to get help. Within "online banking", there is a comprehensive Help function that provides detailed information on the screen you are on. We'll guide you through the screen and also give you some tips and tricks to make things easier.

You can also send us a mail message within "online banking". Just go to the Send message function under Contact Centre. We'll respond to your message within two business days. You can always call us too. Our "online banking" Support Representatives are always here to help you - we're only a phone call away. Just call +374 (60) 655 444 to speak to a representative. Our phone lines are open 24/7. 

To use the "online banking" service you need to have:

Active account

An active bank account and ATM card with HSBC Bank Armenia. You will be required your ATM card and PIN to register for the "online banking" service via our website.

Computer system

PC Specifications

• MS Windows 2000/XP Home Edition/XP Professional Edition. Software with latest updates is suggested
• Pentium (500 MHz) processor or posterior
• 1024x768 screen resolution or higher
• Minimum 128 MB RAM or more
• 52 MB of free space on your hard drive or more

Mac Specifications

• Mac OS X 10.4 or later
• 1024 x 768 screen resolution or higher
• Processor Intel x86 or PowerPC G3, G4, or G5
• 200 MB of free space on your hard drive or more

You need an internet browser with 128-bit encryption. The www.hsbc.am site is compatible with the following browsers:

• Internet Explorer 6
• Internet Explorer 7*
• Mozilla Firefox 2 or above (for PC users)**
• Mozilla Firefox 2.5 or above (for Mac users)**

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

(*) The latest version of this software can be downloaded from the Microsoft® website at www.microsoft.com. Any installation difficulties should be referred to Microsoft® in the first instance.

(**) The latest version of this software can be downloaded from the Mozilla website at www.mozilla.com. Any installation difficulties should be referred to Mozilla in the first instance.

Browser settings (for Internet Explorer)

You must activate JavaScript and cookies. To activate cookies, please follow the steps below:

• Select "Tools" from the menu
• Select "Internet options"
• Select the "Privacy" tab
• Click "Advanced"
• If "Override automatic cookie handling" is ticked, either remove it or make sure "Accept" or "Prompt" radio buttons are selected
• Press OK

To activate JavaScript, please follow the steps below:

• Select "Tools" from the menu
• Select "Internet options"
• Select the "Security" tab
• Click on the Internet content zone and then press "Custom Level" button
• In the "Settings", move down to "Scripting" and select "Enable"
• Press OK

The above instructions might differ among software. For more information please go to the appropriate help section of your software.

You can register for the service automatically via HSBC's website.

The procedure is simple and fast:

1. Select "Register for online banking"
2. Enter your name and surname in the appropriate fields
3. Enter your date of birth,
4. Enter your 9-digit customer number (the first nine digits written on your ATM card,
5. Enter the 6-digit one-time activation code sent to your mobile number
6. Create a Username, which will be required each time you log on to "online banking"
7. Create and confirm mobile banking password,
8. Select Security Question and enter Security Answer.
9. You will be presented Terms and Conditions. Please read these carefully and click on Continue in case you agree to them or Cancel in case you do not. In the latter case the registration process will terminate.
10. You will see an acknowledgement of your registration

If you require further assistance, please contact our Call Centre at +374 (60) 655 444.

No, after registration you will not be able to logon to "online banking" services by using your "Username" and "Memorable Answer" you input during registration process. Your "online banking" services will be available for use once you receive and activate the security token.

You can activate your Online Security Device (token) on-line by following the below instructions:

1. Enter your username and press Continue
2. Enter your activation code.
3. Enter the serial number from the reverse side of your security device in the appropriate field.
4. It is required to set up PIN code for your security device, which you will input each time using it. Instructions for PIN code set up will be displayed on the screen.
5. Generate and enter the 6 digit security code in the appropriate field, following the instructions. Press Continue.

Once your Security Device is activated your "online banking" services will be available for use.

If you require further assistance, please contact our Support Team at +374 (60) 655 444. Our phone lines are open 24/7.

First Name and Last name fields only accept English Alphabetic characters (A-Z, a-z) and following symbols   ' -",/().`space

Please find your customer number in your welcome letter or contact us at +37460655444.

Your customer number is comprised of 9 digits. Please input numbers only. For example: 001012345․

The activation code will be sent to the mobile number we currently hold for you.

Please contact the Bank at +37460655444 phone number or approach HSBC Bank branch.

Please select "Not receieved an activation code?" then "Send another code" buttons.  If you continue to experience problems please contact the Bank at +37460655444 phone number.

Please request a new activation code in case previsously provided one was input incorrectly.

In case registration is locked, please wait for the system to reset or contact the Bank for assistance at  +37460655444 phone number.

 Please contact the Bank at +37460655444 or approach branch.

Your username must be comprised of 6-30 characters and must contain the following symbols: a-z A-Z, 0-9 _'.-

You can use only English alphabetic characters in your username.

Your password must be comprised of 8-30 characters and must contain the following symbols: a-z A-Z 0-9 ! $ * - . = ? @ _ ' 

No common patterns or words such as password, 12345, qwerty, A1a2a3a4 must be used and the password must not match with any of your other HSBC log on or security details.

Security answer must be comprised of 3-30 characters and must contain the following symbols: a-z A-Z 0-9 space _ - . ?

No common patterns or words such as password, 12345, qwerty, A1a2a3a4 must be used and the security answer must not match with any of your other HSBC log on or security details

No, we would recommend that you use your own mobile number.  

Your pasword must be comprised of 5-75 characters and can only contain the following symbols: a-z A-Z 0-9 @_'.-?

No common patterns or words such as password, 12345, qwerty, A1a2a3a4 must be used and it must not match any of your other HSBC log on or security details

Please select the 'Forgotten Password' link on the password input screen. Follow the onscreen instructions to reset your password and create a security question. A reference number will be displayed  which you will need to provide to Contact Center or branch for validation.

Security Token is a small hardware device with the help of which its owner has to authorize access to online transactions when using "online banking" services. Security token provides an extra level of protection through a method known as double authentication; the user has a personal username and memorable answer which authorizes him/her as the owner of the device. The device then, displays a number which uniquely identifies the user to "online banking" services allowing to log on. The identification number is changed frequently every time the user wants to log on or to make high risk transactions.

HSBC is very sensitive regarding security. Your Online Security Device is designed to help safeguard you against unauthorised access to your accounts, and to keep your information safe and secure.

Security Token provides additional protection for high risk transactions such as transferring funds or accessing sensitive information. By adding double authentications, we offer a strengthened level of protection for high risk transactions. Even if the security token falls into the wrong hands, it can't be used because the username and memorable answer (which only the right user knows) is also needed in order to log on to personal "online banking" services.

• Ensure you keep the Security Device safe and handy
• Keep the device away from liquid substances or extremely hot sources

If it is stolen or lost a charge should be applied for the replacement of the security device.

Please contact our Call Centre Helpline at +374 (60) 655 444. Our phone lines are open 24/7.

Please approach Bank branch for Security Key collection.

 Please contact the Bank at +37460655444 or approach branch.

The Secure Key serial number is found in the bottom left corner, on the back of your Secure Key.

If you enter an incorrect PIN, you will see 'FAIL 1' displayed on your Security Device.  After 3 incorrect attempts you will see 'FAIL 3' and your Security Device will be locked.

If you lock your Security Device you will see a 7 digit code on the screen every time you turn it on. To reset your PIN, please contact the Bank at +37460655444 or approach branch.

Currently you can open only Term Deposit accounts with AMD, USD and EUR currencies. The current interest rates are provided by clicking the button "Interest rate inquiry".

Credit card balances are presented as of previous banking day.

You can make payments to Credit Cards issued by HSBC Bank Armenia. You need to add a Credit Card number as your bill payee before you can proceed the payment. Browse through the list of merchants under the Add a bill payee function within the bill payment section. For more help on setting up a bill payee, click Help when you are in the Add a bill payee screen within "online banking".

We will send out your instruction on the same business day (provided you had submitted this before the close of the business day). Your payment will be processed within 1-2 business days. We recommend you make your payments 1 business day in advance of the due date.

"online banking" offers types of transfers:

• Linked account transfer - allows you to transfer funds between your own HSBC Bank Armenia accounts
• Transfer among HSBC Bank Armenia accounts - allows you to transfer funds from your accounts to other accounts within HSBC Bank Armenia
• Transfer to Local Beneficiary - allows you to transfer funds to other local banks in Armenia
• Transfer to Overseas Beneficiary - allows you to transfer funds to overseas beneficiary
• Loan payments - allows you to transfer funds to your loan accounts with different repayment options

To request a limit increase/decrease, please send us a secure message via online banking.

Please note: The limit increase requests are subject to appropriate review and approval.

Security Token value will be required during the following types of transfers/payments:

• Linked account transfer and/or bill payment with amount above AMD 500,000
• Third-party account transfer regardless of the amount

The above transactions are considered to be high-risk ones and such re-authorisation provides you with additional security.

Transfer to local beneficiary bank account can only be effected in Local Currency (Armenian Drams).

If you wish to effect a transfer within Armenia in other Currency than AMD you should choose "Transfer to Overseas Beneficiary" option from drop down list.

If you select "Same as from account" option, the amount you have keyed in will be in the same currency as the selected account to be debited ("From account" field).

E.g. your debiting account is in Euro and your payment is in US dollars. You have keyed in an amount of 1000. Selecting the currency to be the "Same as from account" means you want EUR 1000 to be paid to the Beneficiary in US Dollars. We will convert EUR 1000 at applicable exchange rate and effect the payment in equivalent US dollars. Any transaction charges specified will be deducted from the remitted amount since this instruction strictly specifies that you wish your account to be debited for the specified amount of EUR 1000. In case of Overseas Payments the charges "Same as from account" will be:

• I pay ALL Charges, beneficiary pays NO charges - HSBC Armenia and intermediary/beneficiary bank charges are deducted from the EUR 1000 debited from customer's account
• I pay HSBC Armenia charges, beneficiary pays other bank charges - only HSBC Armenia charge is deducted from the EUR 1000 debited from customer's account

E.g. using the same scenario as above but selecting the currency to be the "Same as to account" means that you want USD 1000 to be transferred to the Beneficiary. We will convert USD 1000 to EUR at applicable exchange rate and deduct that amount from your EUR account and transfer USD 1000 to the Beneficiary. Any transaction charges specified will be deducted from your account in addition to the remitted amount since this instruction strictly specifies that you wish to transfer exactly the specified amount of USD 1000. In case of Overseas Payments the charges "Same as to account" will be:

• I pay ALL Charges, beneficiary pays NO charges - HSBC Armenia and intermediary/beneficiary bank charges are deducted in addition to the remitted amount from customer's account
• I pay HSBC Armenia charges, beneficiary pays other bank charges - only HSBC Armenia charge is deducted in addition to the remitted amount from customer's account

If the country or region is not available, select "Other Country/Region" and key in full Beneficiary bank details including town/city and bank SWIFT and/or local clearing code.

If the City or Bank is not available, select "Other city/Other Bank" and key in full Beneficiary bank details including town/city and bank SWIFT and/or local clearing code.

If you schedule to process a transfer/payment immediately, you may not be able to stop or cancel it. Any other scheduled or recurring transfers/payments can be cancelled up to one full business day before the requested transfer date. To cancel a transfer/payment choose the "Transfers"/"Payments" option from left navigation menu and select "Future Transfers"/"Future Payments". Input the dates, click on "Go" then click on date to view details and press "Delete" option to cancel the instruction.

You cannot amend a future dated payment/transfer instruction. Please delete the future dated payment/transfer instruction you would like to amend and set up a new one․

To access your existing payees’ list you should select “Manage payees”, where you can see your personal and credit card payees in separate tabs.

You can filter domestic and international payees, view the details and remove payees from the list.

Yes, you can make loan payments via "Make a transfer" section. You need to select your loan account from "Transfer to" drop down list.

You are offered four repayment options:

• Full repayment - repay the whole outstanding balance of my loan (loan outstanding principal + accrued interest amount as of the day of instruction processed)
• Repay next principal amount - repay the next monthly principal amount of my loan. Please note that you are obliged to have sufficient funds on your interest transfer account on the day of repayment to enable the bank to debit your account for the accrued interest amount
• Prepay principal amount- prepay the loan principal amount without breaking the sequence of repayments mentioned in repayment schedule. In this case the number of last months of loan repayment is reduced for the amount prepaid. If you want to reduce the amount of monthly payments you need to give us a respective instruction:

- via Secure message section of your Internet Banking Services

- by telephone banking service; or

- by visiting one of our branches

• Repay overdue principal and interest - Repay accrued overdue of principal amount and/or interest

We will process your instruction on the same working day provided you had submitted this before the 17:00. Loan payment instructions submitted after 17:00 will be processed on next working day.

Dear Customer,

In case of making loan payments to other local Armenian banks via Online and Mobile Banking systems using "Loan codes", the code should be filled in the "Transaction purpose" field of transfer.

* In case of not having beneficiary account please input "loan code" in the "Account number" field for transaction signing code confirmation.

* In addition to the loan code in the "Transaction purpose" field of transfer one of the bellow mentioned options should be filled in

1. Payment of loan principal, interest, as well as loan penalty payments
2. Loan principal payment
3. Loan interest payment
4. Loan penalty payments

To activate Mobile Alert Service you should select “Mobile alerts" option in menu, check your mobile phone number format: 374XXXXXXXX (374+code+mobile phone number) and select “ON” radio button. Then select the account you want to setup alert notification on, fill in appropriate fields and press on “Save changes” button.

You can set up alert notifications on your savings, current and term deposit accounts.

Important: Mobile alerts will be activated on the next working day. If you have questions regarding Mobile alerts registration please contact us at +374 (60) 655 444. Our phone lines are open 24/7.

This is a common observation for all browsers when the user leaves a security website for a non-secure one. Some links in "online banking" direct you to the HSBC Bank website, and your browser may ask if you want to non-secure items to be displayed when you click on those links. Simply click "Yes" to continue your "online banking" session.

You may have to clear your browser's cache to help solve the problem. For Internet Explorer browsers, go to Tools on the tool bar and select Internet Options. In the General tab under the section on Temporary Internet Files, click Delete files and OK. Close and open your browser and try to logon to "online banking" again.

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

• Use of the 12-digit ATM card Number and the 6-digit Personal Identification Number, for your registration in the service via the website of HSBC
• The ability to create own personal Username for your access to your personal banking services webpage
• Use of additional security code device (Token) for ensuring maximum possible security of your personal data
• The ability to select a Memorable question and answer that, in combination with the additional security code device (Token) offers more protection during your banking transactions
• The ability to select your own Security questions and answers that you will need to change your Memorable question and answer, in case you have forgotten or want to change them
• Automatic deactivation of the service in the event of three unsuccessful identification attempts
• Change your daily transaction limits (reduction only) via your personal webpage
• 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

Your online banking security details must be kept confidential at all times and not be disclosed to anyone. HSBC Bank will never ask to provide your personal information (PIN, answers to memorable and security questions) over e-mail messages. Never disclose this information to anyone including HSBC employees.

• Whenever you are logged on to "online banking", check that the bottom right corner of the screen shows a secure symbol of either a lock or a key (depending on browser type/version, the symbol may be shown to the right of the address bar)
• Always remember to log out properly (by clicking on Log out instead of simply closing the window with the x on the top right corner of the browser) from your "online banking" session before visiting other websites
• Remember to close the browser window after you have logged out of your "online banking" session
• Whenever security updates and patches are made available by your computer or browser vendor, always ensure that you download and apply them as they are designed to provide you with protection from known possible security problems

• Move a mouse over the "security lock icon" at the button-right corner. A tool-tip of "SSL secured (128-bit)" should pop-up or
• Click "File" on browser menu and select "Properties". "Connection: TLS 1.0, RC4 with 128 bit encryption (High); RSA with 2048 bit exchange" is shown

Phishing scams are used by other parties to fraudulently solicit "online banking" details from customers. Third parties contact customers (usually by email, letter, or phone) purporting to be a financial organisation and requesting customers to provide their security details.

Remember: HSBC never sends requests on renewal and updating of Usernames and Memorable Answers via e-mail.

If you receive an e-mail message which you believe to be fraudulent:

• Do not respond to the e-mail
• Forward the email to: phishing@hsbc.com
  
• Delete the e-mail

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 the button "Contact Centre" and then "Send message" you can send secure emails to the Bank for Bank accounts, Cards, Credits inquiry, Questions about using "online banking" and Feedback.

You may check the validity and owner of the encryption certificate. For Internet Explorer browsers, double click the security lock icon at the bottom right of your "online banking" session window (depending on browser type/version, the symbol may be shown to the right of the address bar). In the General tab, the Certificate Information should state who it is issued to (https://www.hsbc.am) and when it is valid for.