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Online banking FAQ

Get help with your online banking

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Getting started

New to online banking?

If you've never used our free online banking service, you need to register first.

The registration process is quick and simple. All you need are your name, surname, date of birth and HSBC Customer number, which is readily available in any bank statement or in your welcome letter.

Logging on

In this section you can find help on managing passwords, changing your username and online security. For more detailed information on security, take a look at our Secure Key FAQs.

What do I do if I forget my username?

Our contact centre team are on hand to provide assistance on lost or forgotten username information. You can reach a member of the team using any of the following numbers:

 

Alternatively you can seek assistance at one of our branches.

How many times can I enter an incorrect username?

There is no limit as to how many times a username can be entered incorrectly.

What happens if I click on the tick-box next to the 'remember username' option?

Your username will be saved and will automatically show - partly masked - whenever you access the log in page from that particular device. Make sure you don’t tick this box if you are using a public computer or a shared device.

Everyday banking

Discover what you need to know to get started with everyday online banking.

Will I be charged to use online banking?

The online banking service is free to use. However some transactions do incur a charge. Check our online banking charges (PDF 196KB) and general tariff (PDF 54KB) for more details.

Are all my accounts displayed on the online banking landing page?

You can reach our contact centre team for assistance, on the phone numbers below:

 

Alternatively you can seek assistance at one of our branches.

Why are parts of my card and account numbers obscured ?

This is a security feature to give your information an extra layer of protection. You should still be able to identify your accounts using the information provided.

How do I find a transaction?

To search for a specific transaction, select the 'Search and filter' option above your transaction list. Search can only find transactions made in the last 2 years.

Can I contact you through online banking?

Yes, you can. Go to ‘Secure messages’ in online banking to send us a message, including your personal information and account details.

We recommend you contact us this way as it is more secure than sending us an email.

Why are my accounts showing as 'taxable' or 'non taxable'?

What you see depends on how you set up your accounts in the first place. If you're resident for tax in Malta, you could have chosen for your account to be 'Taxable' - where Final Withholding Tax on interest is paid at source - or 'Non taxable' - where we pay your interest gross but report this to the Commissioner of Inland Revenue.

If you're not resident for tax in Malta, then your account will be 'Non taxable'

Can I change my daily limit?

Yes, you can. Go to ‘Secure messages’ in online banking to send us a message. Please choose the subject ‘Change in online banking daily limits’ and send your request.

Alternatively, please call our contact centre on +356 2380 2380.

Why are some online banking pages not displaying correctly?

Although our online banking pages are built to meet all relevant web standards, some older web browsers may display certain elements of a page incorrectly. We recommend you update your browser to the latest versions of Google Chrome, Internet Explorer, Mozilla Firefox or Safari.

If you prefer not to upgrade your browser now, you can continue to use online banking securely, however you may continue to encounter display errors.

 

Compatible internet browsers include:

  • Internet Explorer version 11 and above
  • Google Chrome version 74 and above
  • Safari version 10 and above
  • Firefox version 64 and above

 

Compatible with most operating systems including:

• Windows 7, 8 and 10

• Mac OSX 10.9 or above

Making payments

Get started with paying bills and making transfers. For more detailed information on this, check out our payment FAQs.

How do I pay a bill?

On your online banking homepage, first select the account you want to make the payment from. Then select the 'Pay and manage' button above your transaction list.

From there, you can select 'New payment to a company'. You will be able to select a company from a pre-defined list. If the company you want to pay doesn't appear, you'll need to set up the bill payment by selecting 'New payment to a person' and use your Secure Key to finish the payment.

Understanding online statements

Learn how to use online statements.

How can I get online statements?

If you're an active online banking user, you'll be automatically registered for e-statements.

You can view and retrieve your statements through the statements tab by selecting the 'e-statements' option.

How do I see my online statements?

  1. Log on to online banking
  2. Select the account you want to view statement for
  3. Select the 'Pay and manage' tab
  4. Select 'Statements'

How do I get a paper copy of a statement?

You can request a paper copy of a statement any time. This will be provided against a charge. Please refer to the bank’s general tariff (PDF 55KB)

To request the statement, please send a Secure Message by:

  1. Logging on to online banking
  2. Selecting the 'Secure messages' option
  3. Choosing the subject 'Statement Request'
  4. Sending your request

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Approved and issued by HSBC Bank Malta p.l.c, (116, Archbishop Street, Valletta VLT 1444). HSBC is a public limited company regulated by the Malta Financial Services Authority and licensed to carry out the business of banking in terms of the Banking Act (Cap.371 of the Laws of Malta). HSBC is licensed to conduct investment services in terms of the Investment Services Act (Cap.370. of the Laws of Malta) and is enrolled as a Tied Insurance Intermediary for HSBC Life Assurance (Malta) Ltd under the Insurance Distribution Act (Cap. 487 of the Laws of Malta).

 

Disclaimer

 

The Site is primarily intended for those who access it from within Malta. Because of this we cannot guarantee that the Site or the information thereon complies with law or regulation of other countries, or is appropriate for use, in other places. You are wholly responsible for use of the Site by any person using your computer and you must ensure that any such person complies with these Terms. The information provided on this Site is not intended for distribution to, or use by, any person in any jurisdiction where such distribution or use would be contrary to law or regulation. This Site should not be considered as communicating any invitation or inducement to engage in banking or investment activity or any offer to buy or sell any securities or other instruments outside Malta.

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