Frequently Asked Questions

We've compiled answers to our customers' most commonly asked questions.

General topics

What should I do if I have questions regarding the Paycheck Protection Program?

For questions related to the Paycheck Protection Program and Loan Forgiveness, we request that you access HSBC SmartServe. For the protection and security of your company, only authorized individuals designated by your company may discuss your loan details with HSBC representatives. Once you log in to HSBC SmartServe, you can submit a question via your Support Task or in the comments section of your application. Additionally, if an agent is available, you can click the ‘Need Help’ tab on the right-hand side of HSBC SmartServe and start a Live Chat. If you’re not authorized to access HSBC SmartServe, please speak with the authorized individual, or you may find answers to many common questions on our public website. You may also email us at caresact.hsbc@us.hsbc.com for further support.

How do I open a business account?

If you are interested in opening a business account with HSBC Bank USA, N.A., please email us through the Contact Us section of our public website. A dedicated Relationship Manager will be in contact with you in 1 to 2 business days. The Relationship Manager will discuss your business needs and give you the next steps in completing a business application. Please note: before we can provide you with products and services, we’ll need information about your business and the key people involved in it. The business application documents outline the information we are required to collect. We source all information possible from credible public sources prior to providing you with requirements. We use this information to provide solutions and services to your business, and to meet regulatory requirements. You will be provided with a checklist of information required to process your application. If you are an existing HSBC customer, please contact your Relationship Manager (RM) to begin your application for a new business account(s)/ product(s). A Client Onboarding Manager will then be assigned and contact you with the required documents needed to proceed.

How do I open an overseas account remotely in the US?

If you are an existing HSBC customer with a Relationship Manager (RM), your RM will be able to help you with this. If you are new to HSBC, you must first have a relationship with HSBC Bank USA, N.A. before opening overseas accounts. If you are interested in opening a business account with HSBC Bank USA, N.A., please email us through the Contact Us section of our public website. A dedicated Relationship Manager will be in contact with you in 1 to 2 business days. The Relationship Manager will discuss your business needs. If you are an existing HSBC customer with a Relationship Manager, they will be able to help you with this.

I see that this website is for HSBC BANK USA N.A., where do I find the contact information for other countries?

Please visit our Global Contact Us page and select the country/territory and business unit/bank where your business is located from the country/territory drop-down menu.

How can I start a Live Chat?

If an agent is available, you can click on the ‘Need Help’ tab on the right-hand side of the HSBC Corporate Banking website and start a Live Chat.

How do I replace a security device battery or how do I replace my security token?

Security device batteries can’t be changed. If you need to replace your security device, please contact your System Administrator to see if your company has a token that can be reassigned to you. If you are the System Administrator and there are no available devices, please contact the HSBCnet HelpDesk at 1-866-357-4722 (Toll-free U.S.). Additionally, System Administrators can set users up with ‘Mobile’ authentication method then revoke/deactivate their Security Devices. To learn more please visit our HSBCnet support page

HSBCnet

I've lost my security device (or my security device is out of battery), how do I get a new one?

If you need to replace your security device, please contact your System Administrator to see if your company has a token that can be reassigned to you. If you are the System Administrator and there are no available devices, please contact the HSBCnet HelpDesk at + 1-866-357-4722 (toll-free U.S.). Additionally, System Administrators can set users up with mobile authentication then revoke/deactivate their security devices. To learn more, please visit our HSBCnet support page.

How to register on HSBCnet for the first time?

Please review "Getting Started" to register for HSBCnet.

How do I activate a new security device?

To activate a new security device, please follow the steps below:
1. Press and hold the green button for 2 seconds
2. Enter the new PIN
3. Press the yellow square button
4. Enter the new PIN again
5. Finally, two dashes should appear, signifying that the new PIN was created successfully. You can now use your device to log on.

How can I convert the HSBCnet security device into HSBCnet Mobile?

Depending on where you are in the process, we have a number of guides to assist you with enabling Mobile Authentication. Click here for more information.

How can I enable notifications on the HSBCnet Mobile app?

Once you log into the app, select "more," then "settings" and then enable the notification(s).

How can I download previous bank statements?

You can view your account statements on HSBCnet by selecting "Accounts" from the menu, and then selecting "Account Information." There you will be able to view current and historical balance(s), statement and transactional information relating to your accounts.

What should I do if I have questions on HSBCnet?

If you have questions on HSBCnet, you may contact the HSBCnet HelpDesk at 1-866-357-4722 (Toll-free U.S.). Additional guides are also available after you login, within the Help Center, or you can also reach the Contact Center via our Live Chat feature.

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