FAQs

1. How do I register for online banking?

Select 'Register for online banking' from the website and log on screen. You can use any of the below details to register.

• your 10 digit phone banking number and phone banking PIN
• your 16 digit debit card number and PIN
• your 16 digit credit card number and PIN

You'll then need to create new security details which you will use to log on to online banking and to activate the HSBC Mobile Banking app.

2. Where can I find my phone banking number?

It is your ten digit phone banking number supplied to you by the bank for accessing the phone banking service.

3. What if I don't know my phone banking PIN?

This is 6 digit PIN that you may have generated by calling contact centre to access your phone banking service. If you don't already have your phone banking PIN, please call us on +974 4441 1550.

4. My phone banking PIN  is locked. What should I do?

In the event your phone banking PIN gets locked out, please call  us on +974 4441 1550 to reset it.

5. I've misplaced / forgotten my card PIN, can I proceed to register for online banking? 

No, you will need your unique 6 digit card PIN to register for online banking. 

6. What characters are allowed in my username?

Your username must be:

• 6-30 characters 
• can only contain letters, numbers or the following special characters _ (Underscore), ' (Apostrophe), . (Dot), - (Dash)

7. What characters are allowed in my password?

Your password must include the following:

• 8-30 characters
• only letters, numbers or these special characters @ (At), _ (Underscore), ' (Apostrophe), . (Dot), - (Dash), ? (Question mark)
• it must contain at least 1 letter and 1 number
• no common patterns or words e.g. password, 12345, qwerty, A1a2a3a4
• must not match any of your other HSBC log on or security details

8. What characters are allowed in my security question?

Your security question must include the following:

• user name must be 3-30 characters
• it can only contain letters, numbers or these special characters @ (At),  _ (Underscore), - (Dash), . (Dot), ? (Question Mark) or space
• no common patterns or words e.g. password, 12345, qwerty,A1a2a3a4
• must not match any of your other HSBC log on or security details

9. Can I use online banking once I've completed registration?

Yes. Once registration is complete, you can log on to online banking with the same credentials that you have created. You can also use them to activate the HSBC Mobile Banking app.

10. I've forgotten my password and/or security question. How can I reset these?

1. Please enter your username on log on page.
2. Choose log on with password.
3. Select the 'Forgotten your password' link. 
4. Follow the onscreen instructions to reset your password and create a security question.
5. You will then be given a reference number.
6.  Please call us on +974 4441 1550 and quote the reference number for your new credentials to be activated.

11. How can I change my password and/or security question?

1. Please enter your username on log on page.
2. Choose log on with password. 
3. Select the 'Forgotten your password' link. 
4. Follow the onscreen instructions to reset your password and create a security question. 
5. You will then be given a reference number. 
6. Please call us on +974 4441 1550 and quote the reference number for your new credentials to be activated.

1. What has changed?

We are launching new online banking, introducing a fresh design, making it even easier for you to manage your accounts online in addition to being faster and simpler to move money between accounts and set up payments.

2. Will the new online banking service be secure?
Yes. Access to the new online banking service will be equally secure as before to ensure you and your finances are protected.

3. Do I need to take any action?

Yes. Simply log on to your online banking www.hsbc.com.qa and follow the on screen instructions.

4. Why does it appear that only some of the journeys and features have been updated?

Whilst we complete our online banking upgrade you will notice several features are still directing to existing pages. Over time these features will also be updated.

5. How does HSBC manage privacy and data security?

Your privacy and the security of your data is important to us. To learn more about privacy and security please visit https://www.hsbc.com.qa/privacy-statement/. To find out more on how to stay safe online please refer to https://www.hsbc.com.qa/help/safeguard.

1. How do I access the new online banking?

You’ll be able to access the new online banking as normal via www.hsbc.com.qa using your existing details. 

2. I can't remember my online banking ID, how can I retrieve it?

If you can't remember your online banking ID, please call us on +974 4441 1550 and we can provide you with this information.

3. I can't remember my password, how can I reset it?

If you haven't used your password for a while and can't remember it, you can reset it by logging onto online banking and selecting: 'Change Internet Password' under 'Services' and following the instructions on the screen.

4. I don't have my Secure Key, how can I replace it?

If you have lost your Secure Key, please contact us to deactivate it and order a new one. If you have forgotten your Secure Key PIN, enter your online banking ID on the PIB log on page and continue, select ‘Forgotten your Secure Key online banking?' on the next page then follow the on screen instructions.

5. What internet browser and operating system will I need with the new HSBC Online Banking?

The new HSBC online banking requires the following internet browsers and operating systems as a minimum:

• internet browsers – Firefox 60, Google Chrome 40, Internet Explorer 10 and Safari 8
• operating systems – Windows 7,8 and 10, Max OSX 10.9

If you are using a browser or operating system outside this range it may not be compatible with the new HSBC online banking. It is advisable to upgrade or use one of the recommended supported operating system or browsers to access the new HSBC online banking.

6. Where can I go for more information?

For more information please view our help page. Alternatively, you can speak to one of our customer advisors on +974 4441 1550 or by visiting your local branch.

1. Why am I asked to verify my browser when logging on?

You are required to verify your browser whenever you log on the online banking with a new browser.

This enhanced feature is part of HSBC online banking security measures to protect our customers from unauthorized access.

2. I have logged on with the same browser before. Why am I asked to verify it again?

There can be some major changes to your device or browser such as software version update.

You are required to verify your browser again for security reasons.

3. My mobile number has changed. How can I receive the activation code to verify my browser?

The partial destination mobile number is shown on the verification instruction page when we send out the SMS activation code.

4. What can I do if I cannot receive the SMS activation code to verify my browser?

You can request resending the SMS activation code or use your Security Device to verify your browser.

5. How can I log on with a new browser when I travel abroad?

Please contact your mobile network service provider if you can receive SMS when roaming.

You may also bring along your Security Device to verify your browser.

6. Should I allow the browser to be used in future?

When you verify your browser, there is an option to trust the browser for future use.

If you choose 'Yes', you are not required to verify your browser again when logging on with the same browser.

You are recommended to choose 'No' if you use a public computer to log on.

1. What has changed?

We've launched a brand new HSBC Qatar app. The app will make managing your money on the move, with your phone, faster and simpler than ever before.

2. Do I need to take any action?

Yes. If you have not already downloaded the new HSBC Qatar app, please download the new app soon and register yourself as a user to avoid any service disruptions. 

3. Is there a separate app for my tablet or iPad?

No. You can download the same HSBC Qatar app onto your tablet or iPad. You will need to repeat the registration process.

4. Is the mobile app secure?

Yes. You can access to the new app with a passcode, fingerprint or facial recognition, which is uniquely linked to your device or Secure Key Code. 

1. How do I access the new HSBC Qatar app?

Existing mobile banking customers are directed to the relevant page within the Apple App Store or Google Play. Alternatively customers can search and download the new HSBC Qatar app directly from the Apple or Android app stores and follow the on screen instructions to set up their security information. 

2. I am not currently registered on the old app what do I need to do? 

You will need to register for online banking, and then you can download the new HSBC Qatar app following the online instructions. If you are registered for online banking already, you can download the new app and follow the online instructions to complete registration for the HSBC Qatar app. 

3. What 'system version' does my phone need to install the new mobile app?

The new app requires iOS 13 for Apple devices and Android 7.0 as a minimum. You will be able to check the compatibility of your device on the app stores. The app will not work on Blackberry or Amazon fire.

4. I've locked myself out of my HSBC Qatar app, what do I need to do?

Follow the instructions to reset your credentials within the mobile app. Alternatively, you can speak to our representatives in our call centre by calling the number printed on the back of your HSBC card(s) or visiting one of our branches or CSUs. 

5. Can I have a different security PIN for each of my devices?

Yes. The security PIN can differ between your devices.

6. Will I be able to view and access the same Accounts?

Yes you will be able to view the same Qatar accounts as in your old HSBC Mobile Banking app.

7. I haven't received my ‘one time password' to complete the set-up process?

We may have an out of date or incorrect mobile number for you on our records.  Please login to your online banking and navigate for 'Update Personal Information' under 'Services' in the main menu to ensure your mobile number we hold is up-to-date, otherwise amend accordingly. You can also amend your mobile number by contacting our call centre on the number printed on the back of your HSBC card(s) or visiting us in any of our branches or CSUs.

8. I am no longer able to access my Qatar accounts from the country/region selector list within the HSBC Mobile app?

The old version HSBC Mobile app has been replaced with a new HSBC Qatar app.  In order to continue to access your Qatar accounts you will need to download the new HSBC Qatar app from the Apple App Store or Google Play and follow the on screen set-up instructions. 

9. Will I be able to use the old HSBC Mobile app and the new HSBC Qatar app at the same time?

You will need to use your new HSBC Qatar app to in order access your Qatar accounts going forward as these accounts will no longer be accessible through the old app. If you have previously accessed accounts in other countries and regions from the old app you will be able to continue to do so until those countries or regions are also upgraded to their own new mobile banking app.  You may receive notification where applicable, in advance of such upgrades. 

10. I can't find some functionalities which I had before on the old version of mobile app? 

You can perform all functions, which were previously present in the HSBC Mobile Banking app through your online banking. Overtime we may add additional features to the new mobile banking app.

11. Where can I get more information?

For more information please view our help page. Alternatively, you can speak to our representatives in Call Centre by calling the number printed at the back of your HSBC card(s) or visiting the nearest branch or CSU.

1. What happens to my session if my phone locks from inactivity?

For security reasons, the mobile banking session will become inactive after 10 minutes of being idle.

2. Can I exit HSBC mobile banking by closing the app or switching off the mobile phone?

Closing the app or switching off the mobile phone may not close the mobile banking session properly. We strongly recommend you click 'Logout' under “Profile” tab to properly close the session.

3. What happens if I answer a phone call or text message while using mobile banking?

If a device supports multitasking (running multiple applications at one time), the banking session may stay logged on. On some devices, however, mobile banking may time out. If you were in the middle of a transaction, please verify if your transaction was completed through the transaction history.

4. Why can't I connect to the internet on my mobile phone?

If you are unable to access the internet through your mobile phone, you should contact your mobile phone provider or the manufacturer's technical support.

5. It's taking a long time to load when I access the logon/confirmation screen etc. Is there a problem with your service?

The service has been tested and the app is built for quick loading. Please make sure the internet connection (through Wi-Fi or 3G) is available. If not available, please close the app and start again when the internet connection is available.

1. What is a Digital Secure Key?

A Digital Secure Key is an additional layer of security built into the HSBC Qatar mobile banking app. It generates one-time passwords (OTP) for logging on to online banking and when making payments or amending personal details.

2. How do I activate the Digital Secure Key?

You’ll find the Digital Secure Key within the latest version of the app.

If you’ve used the HSBC Qatar app before, launch the app and log on using your 6-digit PIN or biometrics. You’ll then be prompted to switch to Digital Secure Key. To complete the Digital Secure Key activation process, select ‘Confirm and continue’.

If you’re new to the HSBC Qatar app, you’ll need to download it from the App Store or Google Play Store. One you’ve installed it, follow the instructions on screen to register and log on.

You’ll then be prompted to activate your Digital Secure Key – just select ‘Confirm and continue’.

If you choose not to enable the Digital Secure Key, you will no longer be able to access the HSBC Qatar app. You can continue to access online banking via browser using your physical Secure Key.

3. Do I need a physical Secure Key to switch to a Digital Secure Key?

You don’t need your physical Secure Key to switch to Digital Secure Key. 

If you’ve used the HSBC Qatar app before, launch the app and log on using your 6-digit PIN or biometrics. You’ll be prompted to switch to Digital Secure Key. Select ‘Confirm and continue’ to complete the Digital Secure Key activation process.

If you’re new to the HSBC Qatar app, you’ll need to download it from the App Store or Google Play Store. One you’ve installed it, follow the instructions on screen to register and log on.

You’ll then be prompted to activate your Digital Secure Key – just select ‘Confirm and continue’.

If you choose not to enable the Digital Secure Key, you will no longer be able to access the HSBC Qatar app. You can continue to access online banking via browser using your physical Secure Key.

4. What do I do if I can’t remember my username?

If you can’t remember your username or Internet Banking ID, please call us.

5. What if I've forgotten or locked my online banking password?

If you’ve forgotten or locked your online banking password go to the online banking log on page, select Forgotten your password and follow the on-screen instructions.

6. Can I use my physical Secure Key after activating my Digital Secure Key?             

No, once you activate your Digital Secure Key, your physical Secure Key will stop working immediately.

You can dispose of your physical Secure Key responsibly.

7. What do I do if I’ve forgotten my Digital Secure Key 6-digit PIN?

On the HSBC Qatar app select the ‘Forgotten your PIN’ option on the log on screen and follow the on-screen instructions.

8. I have a new mobile device; how do I switch my Digital Secure Key to the new device?

Download the latest version of the HSBC Qatar app to your new device. Register the device by following the on-screen instructions.

If you’ve already activated your Digital Secure Key, you’ll be able to see the ‘Generate Security Code’ option on your logon screen.

Here you can choose to generate a code to ‘Log on to online banking’, for ‘Transaction Signing’ or choose ‘Re-authentication code’.

9. How do I add my Digital Secure Key to a second device?

Download the latest version of the HSBC Qatar app to your additional device and register the device by following the on-screen instructions.

If you’ve already activated your Digital Secure Key, you’ll be able to see the ‘Generate Security Code’ option on your logon screen.

Here you can choose to generate a code to ‘Log on to online banking’, for ‘Transaction Signing’ or choose ‘Re-authentication code’.

10. What should I do if my mobile device is lost or stolen?

If your mobile device is lost or stolen, for your security, you should remove it from your profile as soon as possible.

If you have the HSBC Qatar app on another device:

• log on to the app

• go to ‘Profile’ and select ‘Manage Devices’

• find the lost device in the list and select ‘Delete’

If you don’t have the app on any other devices, please call us and we can remove your device from your profile.

|Using Digital Secure Key

11. How do I use my Digital Secure Key to log on to online banking?

You can use your Digital Secure Key to generate a security code from the HSBC Qatar app.

Here’s how:

1. Launch the HSBC Qatar app (you need to have activated your Digital Secure Key)

2. If a biometric pop-up displays, select ‘Cancel’

3. Select ‘Generate security code’ from the bottom of the screen

4. Select ‘Log on to online banking’

5. Enter your 6-digit PIN or use biometrics

6. Your security code will be displayed

7. Enter the security code on the online banking logon page.

You can also follow the on-screen instructions on the online banking logon page.

12. How do I generate a transaction verification code using my Digital Secure Key, for online banking?

You can use your Digital Secure Key to generate a security code from the HSBC Qatar app.

Here’s how:

1.  Launch the HSBC Qatar app (you need to have activated your Digital Secure Key)

2. If a biometric pop-up displays, select ‘Cancel’

3. Select ‘Generate security code’ from the bottom of the screen

4. Select ‘Transaction signing’

5. Enter your 6-digit PIN or use biometrics

6. You will be asked to input the requested digits from your transaction

7. Your security code will be displayed

8. Enter the security code on the online banking page

You can also follow the on-screen instructions on the online banking page.

13. How do I generate a security code on the HSBC Qatar app?

To generate a security code, go to the log on page of the HSBC Qatar app.

If a biometric pop-up displays, select ‘Cancel’ and then select ‘Generate security code’.

Select the option you need and follow the on-screen instructions to generate your code.

14. I have entered the correct code from my Digital Secure Key but I am seeing an invalid code message?

This can occur if the time on your mobile device has been manually adjusted. The system will calculate the Security Code based on the network automatic time zone. Please ensure the time zone settings are ‘Set Automatically’ for IOS and ‘Automatic Time Zone’ for Android.

15. I've lost my physical Secure Key - what should I do?

Upgrade to Digital Secure Key, and your lost physical Secure Key will stop working immediately. If you don’t have a compatible device, you can order a new physical Secure Key. Please call us immediately on 4441 1550 (within Qatar) and +974 4441 1550 (outside Qatar) to block it and order your replacement.

16. My physical Secure Key is not working - what should I do?

If your Secure Key is not working, we recommend upgrading to a Digital Secure Key. If you don’t have a compatible device, you can call us on 4441 1550 (within Qatar) and +974 4441 1550 (outside Qatar) to arrange a replacement physical Secure Key.

17. What if my mobile number is incorrect when generating a new activation code with my physical Secure Key?

Please contact customer services 4441 1550 (within Qatar) and +974 4441 1550 (outside Qatar) so we can update this for you.

18. Where can I find my physical Secure Key serial number?

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

19. How can I change my physical Secure Key PIN?

If you’ve forgotten your physical Secure Key PIN, you can reset it by calling us on 4441 1550 (within Qatar) and +974 4441 1550 (outside Qatar). Alternatively, you can upgrade to Digital Secure Key instead.

20. How can I activate my physical Secure Key?

To activate your physical Secure Key, please make sure you have it with you when you first attempt to log on to online banking.

Step 1

Enter your online banking username then select ’Continue’

Step 2

Next, enter your password and log on.

Step 3

Select ‘Activate now’ to start the activation process.

Step 4

Follow the on-screen instructions, then select 'Activate now'.

Step 5

Check we have the right mobile number for you. If it’s correct, select ‘Request new activation code’. If it isn’t, call us on 4441 1550 (within Qatar) and +974 4441 1550 (outside Qatar) to update your number.

Step 6

We’ll send you an activation code by SMS. If it doesn't reach you within a few minutes, you can request a new code.

Step 7

Enter the activation code we’ve sent you. Next, follow the other on-screen instructions then select ‘Activate now’.

Step 8

All done! Your physical Secure Key is now ready to use.

1. How can I request a Secure Key?

After first time registration to online banking, when you log on, if you have not requested a secure key, you will be directed to an Order Secure Key screen. You must select 'Order a Secure Key' and follow the on screen instructions.

2. I don't have my Secure Key - what should I do?

Please visit any HSBC Qatar branch to collect your Secure Key.

3. I've lost my Secure Key - what should I do?

In the event you've lost your Secure Key, please immediately call us on +974 4441 1550 to block your existing Secure Key and order a new one.

4. My Secure Key is not working - what should I do?

If your Secure Key is not working, please call  us on +974 4441 1550 to order a new Secure Key. 

Can I log on without my Secure Key? Yes, you can log on using your username and password. However, not all services will be available without your Secure Key. 

5. What if my mobile number is incorrect when generating a new activation code?

Please contact us on +974 4441 1550 so we can update this.

6. Where can I find the Secure Key serial number?

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