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Search our list of questions and answers for the information you need.

Most frequently asked questions

When will I see the updated app version?

We're gradually releasing the updated version of the HSBC UK Mobile Banking app over the next few months. This means some customers will get the app before others.

There's nothing you need to do. The update is automatic and we'll let you know when you're all set to enjoy the new features.
I'm a joint account holder and my partner has the updated app. When will I receive it?

We're in the process of gradually releasing it to all our customers over the next few months, so it will reach your phone soon.
What should I do if I'm locked out of digital banking?

This depends on which security details you need help with.

Go to our online Digital Banking Help Tool and select the most appropriate option.
What should I do if my mobile device is lost or stolen?
If you've another mobile device with the app on it, you'll need to remove the Mobile Banking PIN from it to help prevent fraudulent access to your accounts.

Log on to the HSBC UK Mobile Banking app with your other device

Tap the 'Menu' icon in the top right corner

Select the 'Profile' icon at the top of the app screen

Tap 'Security and generate security code', then 'Manage devices'

Select and then remove the device that has been lost or stolen

If you're unable to do this or you don't have another device, call us immediately on 03457 404 404.

Or textphone on 03457 125 563 (in the UK), or +44 207 088 2077 (outside the UK).

You may be responsible for unauthorised payments made from your accounts if you haven't kept your device and your security details safe.
How do I view my bank statements?
To view your bank statements:

Log on to the HSBC UK Mobile Banking app

Select ‘Pay’, then choose the right option under 'Send Money'

Choose the account you want to make the payment from

Choose the person you're paying

Follow the on-screen instructions to complete
What should I do if I've forgotten my username?
You will need your date of birth and one of the following:

Sort code and account number

Credit card number

InvestDirect account number

To get a username reminder:

Open the HSBC UK Mobile Banking app

Tap 'Forgotten username' on the log on screen

Select how you'd like to verify yourself from the options, tap 'Continue' and follow the on-screen instructions

Once all the details are verified, your username will be displayed

You can also see these instructions on our online Digital Banking Help Tool.

There's an option for your device to remember your username, however this shouldn't be used if you access via a shared device. If you need further help call us on 03457 404 404.
How do I update my contact details?
To update your details:

Log on to the HSBC UK Mobile Banking app

Tap the 'Menu' icon in the top right corner

Tap the 'Profile' icon in the top right corner, then ‘Update personal details’

Select ‘Contact details’ and then tap either addresses / the phone numbers or email and follow the on-screen instructions to complete

Get help using our app

Most frequently asked questions

When will I see the updated app version?

I'm a joint account holder and my partner has the updated app. When will I receive it?

What should I do if I'm locked out of digital banking?

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

How do I view my bank statements?

What should I do if I've forgotten my username?

How do I update my contact details?

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