Top 13 Questions

Please go to "Account Management" on the HSBC Direct website, and click "Forget Password". After entering your password; re-set your passwords and remember or print "Activate confirmation code".

• If you remember your internet PIN / password:
  Please contact us on 02-8073-3101 and our specialists will assist you.

• If you do not remember your Phone Banking PIN:
  Please also download the"Phone Banking PIN Reset Application Form", tick A, "Phone Banking PIN Reset", and C, "Internet PIN and Password Activation". Make sure your signature matches the signarue/chop appearing on your HSBC Direct General Agreement for Accounts and Services, and mail it to the address stated in the form. Upon receiving your new PIN, please contact us on 02-8073-3101 and our specialists will assist you.

Please note: If your current address is not available for you to receive correspondences, please visit HSBC Taiwan branches to change your address first. This will shorten your time before you receive your Phone Banking PIN.

• Reminder: The first 6 digits of your PIN are your initial Phone Banking PIN.
• If you remember your internet PIN / password:
  1. Visit www.hsbcdirect.com.tw.
  2. Select "Manage My Account" and login with your username, PIN and password.
  3. Select "Password Management".
  4. Choose "Reset Phone Banking PIN" and click "Confirm".
  Once you have successfully submitted the request, we will send your new Phone Banking PIN to your correspondence address.

• If you forget your Internet PIN / password:
  Please download the"Phone Banking PIN Reset Application Form", tick A, "Phone Banking PIN Reset", and make sure your signature matches the signature / chop which appears on your HSBC Direct General Agreement for Accounts and Services, and mail it back to us. Once you have successfully submitted the request, we will send your new Phone Banking PIN to your correspondence address.

Please note: If your current address is not available for you to receive correspondences, please visit HSBC Taiwan branches to change your address first. This will shorten your time before you receive your Phone Banking PIN.

If you have not logged into your account for more than two years, please following the steps to reactivate your account.

For security reasons, please visit any HSBC branches from 9 am to 3:30 pm, Monday to Friday ( except national holidays, non-business days announced by government agencies and the days on which business operations are suspended by HSBC under its policies ) to reset your ATM PIN and unlock your card. You need to bring your HSBC Direct ATM Card, personal identification document and make sure that your signature / chop matches your signature / chop appearing on HSBC Direct General Agreement.

To protect account security, we will deliver your ATM card by register mail but your password will be delivered separately by regular mail. Therefore, the password is expected to arrive 1 to 2 days after the receipt of your ATM card.

Please call 02-8073-3101 and one of our agents will assist you to activate your ATM card.

Please note: You may change your ATM PIN from the preset ATM PIN at any ATM within Taiwan after you have completed the ATM card activation process.

You can follow one of following processes:

1. Losing HSBC Direct ATM card at an HSBC ATM: our HSBC Direct specialists will contact you on the following business day. Please bring with your ID documents(Personal ID or driver’s license) to retrieve your ATM card at an HSBC branch during business hours.
   
   Please note: for security reasons, please make sure that your signature/chop matches your signature/chop appearing on HSBC Direct General Agreement for Accounts and Services.
2. Losing your ATM card at other banks’ ATM within Taiwan:
   • If you remember your Phone Banking PIN:
     Please call the HSBC Direct call center at 02-8073-3101 to report the loss and apply for re-issue.
   • If you do not remember your Phone Banking PIN:
     Please log on to HSBC Direct website to download the "ATM Card Service Request Form"“. Please sign at the bottom of the form with the signature that matches with your signature / chop appearing on your HSBC Direct General Agreement for Accounts and Services Pack, and mail the form to the address stated on the form.

   Please note: Download the "Update Personal Information Form" and the "ATM Card Service Request Form", if you need to change your address.

Please download the "Set up TWD Designated Accounts Form" from HSBC Direct website, complete the form, make sure the signature matches the signature / chop appearing on your HSBC Direct General Agreement for Accounts and Services, and mail it to the address stated in the form. We will complete the changes within 2 to 3 business days after receive your application form.

Please note: If the beneficiary of the Designated Account is not the applicant him/herself, HSBC will complete the request only after confirming the account detail with the applicant. The application will be rejected if HSBC cannot contact the applicant, and the application form will be returned to the latest correspondence address that the applicant applied for. The applicant should contact HSBC if the application is not completed within ten working days after sending the request and does not receive the returned application form.

Your application process cannot be successfully completed if any of the following apply to:

1. The signature / chop does not match the signature / chop appearing on your HSBC Direct General Agreement for Accounts and Services.
2. Fields on the form, such as date, are left blank or not filled in completely.
3. You have made changes to the form without signing or chopping next to the changes.
4. The accounts you set up are not yet activated.
5. Both your Phone Banking PIN and Internet PIN / password have not been used for more than four years.
6. The beneficiary of the Designated Account is not the applicant him/herself, and HSBC cannot confirming the account detail with the applicant.
7. Designated account information on the application form is not completed.

• During the Personal Identity Verification process: Please bring with your ID documents (Personal ID or driver’s license) and make sure that your signature / chop matches your signature / chop appearing on HSBC Direct General Agreement visit HSBC branch during business hours. Fill in the "USD Savings Accounts Opening Application Form" .
• At any of the HSBC branch: The setup of pre-defined foreign currency accounts for internal transfer / outward remittance services via internet banking must be applied at a HSBC branch in person. After the first application in person, future addition / removal of pre-defined accounts can be applied via mail or in branch.
  Complete the "USD Savings Account Opening Application Form" and then mail it to us at "HSBC Direct, P.O. Box 167-2617, Taipei".

Your application process cannot be successfully completed if any one of the following occurs:

1. The signature / chop does not match the signature / chop which appears on your HSBC Direct General Agreement for Accounts and Services.
2. Fields on the form such as date are left blank or are not completely filled in.
3. You have made changes to the form without signing or chopping next to those changes.
4. The designated account information has not been filled in properly in English.
5. The accounts you set up are not yet activated.
6. Both your Phone Banking PIN and Internet PIN / password have not been used for more than four years.
7. The beneficiary of the Designated Account is not the applicant him/herself, and HSBC can not confirming the account detail with the applicant.
8. Designated account information is not complete, ie lack of the nature of remittance, bank branch or Swift code.

The transaction limit for transferring funds from HSBC Direct USD savings account is as following:

1. Fund transfer(both TWD and USD fund transfer) to designated accounts with HSBC Taiwan or HSBC Direct: the total maximum amount is TWD 3 million per day.
2. Fund transfer to designated accounts with other domestic or foreign banks: the maximum amount is TWD 499,999 per transaction or the total maximum amount is TWD 499,999 per day.

Please note:

1. If you would like to transfer US dollars over TWD 499,999, please call HSBC Direct call center at 02-8073-3101 to process.
2. HSBC Direct account daily transaction limit is up to a total amount of TWD 25 million per day through HSBC Direct website or HSBC Direct phone banking service. If you are the existing HSBC customer, the inter-bank transfer from HSBC Direct TWD savings account or foreign exchange will be calculated together.

Please check HSBC Direct banking tariff.