- 1. I’m having difficulties in accessing the HSBC Direct website (www.hsbcdirect.co.kr). What should I do?
- 2. I have just completed the Online Registration process but I can’t log on to my account. What is wrong?
- 3. I forgot my Internet Banking User ID which I entered during the online registration process. What should I do?
- 4. I don’t remember my Internet Banking User ID because I haven’t used it in a while. What should I do?
- 5. I forgot my Internet Banking Password. What should I do?
- 6. I entered the wrong Internet Banking Password for five times in a row. Is my password locked?
- 7. I forgot my Phone Banking PIN. What should I do?
- 8. How do I change my Phone Banking PIN?
- 9. My Phone Banking PIN has been locked. What should I do?
- 10. I forgot both my Phone Banking PIN and Internet Banking User ID. What should I do?
- 11. Can I change my HSBC Direct Internet Banking User ID?
- 12. How can I make balance inquiries in my HSBC Direct Savings Account?
- 13. Is it possible to access my other HSBC accounts through the HSBC Direct website?
- 14. What do I do if I want to view a list of transactions of my HSBC Direct Savings Account?
- 15. Can I open multiple sub-accounts in my HSBC Direct Savings Account and label them?
- 16. Can I print transaction statements from the HSBC Direct website?
- 17. What should I do if I want to update my Personal Information?
- 18. How can I issue a Deposit Balance Certificate if HSBC Direct does not have any branches?
- 19. What do I do if the internet connection suddenly goes down?
- 20. I can’t register to the HBSC Direct website, what should I do?
- 21. What is Xecure Web?
- 22. You may personally fix the errors that may arise during the installation or use of Xecure Web.
- 23. I keep getting Active X error messages, what should I do?
- 24. Here are other commonly raised problems.
- 25. I have found difficulties while using HSBC Direct Internet banking, How can I resolve the following problems?
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 I’m having difficulties in accessing the HSBC Direct website (www.hsbcdirect.co.kr). What should I do?- If you have problems connecting to the HSBC Direct website, please check whether your internet connection is working properly. If you can access other websites but only have a problem with the HSBC Direct website, please contact the HSBC Direct Call Center at 1544-3311 for further assistance.
- I have just completed the Online Registration process but I can’t log on to my account. What is wrong?
- After registering online, our HSBC Direct Banking Specialist will call you within the next working day to arrange for a Personal Identity Verification appointment to fully complete the account opening process.
- I forgot my Internet Banking User ID which I entered during the Online Registration process. What should I do?
- Firstly, please make sure that you have fully completed the account opening process by attending the Personal Identity Verification appointment with one of our HSBC Direct Banking Specialist. Then, contact the HSBC Direct Call Center at 1544-3311 where our Direct Banking Specialist will remind you of your Internet Banking User ID upon verification of your personal details.
- I don’t remember my Internet Banking User ID because I haven’t used it in a while. What should I do?
- Please contact the HSBC Direct Call Center at 1544-3311 where our HSBC Direct Banking Specialist will remind you upon verification of your Phone Banking PIN and Security Code. If you don't remember your Phone Banking PIN, we will help you upon verification of your personal details.
- I forgot my Internet Banking Password. What should I do?
- Please visit the HSBC Direct website at www.hsbcdirect.co.kr and enter your Internet Banking User ID to reset your Password. Make a note of the reference number that will be displayed and let us know by calling the HSBC Direct Call Center at 1544-3311. Upon verification of your Phone Banking PIN and Security Code, we will help you activate your new Password.
- I entered the wrong Internet Banking Password for five times in a row. Is my password locked?
- Yes, for security reasons, we automatically lock your Internet Banking User Password after five consecutive incorrect entries. Contact the HSBC Direct Call Center at 1544-3311 and we will help you unlock your password upon verification of your Phone Banking PIN and Security Code.
- I forgot my Phone Banking PIN. What should I do?
- If you don’t remember your Phone Banking PIN, you need to reset it.
You can reset your Phone Banking PIN using the ‘Reset Phone Banking PIN’ menu on the HSBC Direct website. Enter a new PIN number, Re-enter then confirm. Your Phone Banking PIN will be reset after your Digital Certificate Password and Security Code have been verified.
- How do I change my Phone Banking PIN?
- We will help you change your Phone Banking PIN upon confirmation of your existing PIN and Security Code. Log on to the HSBC Direct website and go to Manage My Account → Reset Phone Banking PIN and enter your new PIN two times consecutively. Then enter your Digital Certificate Password and Security Code to reset your Phone Banking PIN.
- My Phone Banking PIN has been locked. What should I do?
- Contact the HSBC Direct Call Center at 1544-3311 where one of our HSBC Direct Specialist will help you unlock your Phone Banking PIN upon verification of your personal details. You may also log on to the HSBC Direct website and go to Manage My Account menu to reset your PIN upon entering your Digital Certificate Password and Security Code.
- I forgot both my Phone Banking PIN, Internet Banking User ID & Password. What should I do?
- Contact the HSBC Direct Call Center at 1544-3311 where we will remind you of your Internet Banking User ID upon verification of your personal details. Please use your Internet Banking User ID to log on to the HSBC Direct website and go to Manage My Account → Reset Phone Banking PIN menu. Enter your new PIN twice consecutively as and then enter your Digital Certificate Password and Security Code to reset your Phone Banking PIN.
- Can I change my HSBC Direct Internet Banking User ID?
- Sorry, you are not allowed to change your Internet Banking User ID. We recommend that you take all necessary precautions not to forget or disclose it.
- How can I make balance inquiries in my HSBC Direct Savings Account?
- Login to the HSBC Direct website at www.hsbcdirect.co.kr and go to Manage My Account → Account Overview → Account Summary menu. You can check your balance, interest rates and other details regarding your account.
- Is it possible to access my other HSBC accounts through the HSBC Direct website?
- No you may not. You can only access your HSBC Direct accounts from the HSBC Direct website.
- What do I do if I want to view a list of transactions of my HSBC Direct Savings Account?
- Log in to the HSBC Direct website and go to Account Summary page. Select the account you wish to see as well as the period to view all transaction details within the last six months. To view a listing of transactions older than 6 months, go to Statements → Statement Request. Your statement will be mailed to your registered address.
- Can I open multiple sub-accounts in my HSBC Direct Savings Account and label them?
- Yes, another great feature about your HSBC Direct Savings Account is that you can open multiple sub-accounts and label them as “Vacation Fund” or “Utilities Fund”. After login, go to Services → Name Accounts menu to label your accounts. Your account name can have up to 28 English letters or 12 Korean characters.
- Can I print transaction statements from the HSBC Direct website?
- Yes you can. After login, click Statements → e-Statement to get a printed version of your account summary. To view a listing of transactions older than 6 months, go to Statements → Statement Request. Your statement will be mailed to your registered address.
- What should I do if I want to update my Personal Information?
- To update your personal information, log on to the HSBC Direct website then go to Manage My Account → Service → Update Personal Information menu or contact the HSBC Direct Call Center.
- How can I issue a Deposit Balance Certificate?
- You can request your statement through the HSBC Direct Call Center at 1544-3311. After completing a Personal Identity Verification process, your statement will be mailed to your address.
- What do I do if the internet connection suddenly goes down?
- Please contact the HSBC Direct Call Center if you cannot access our Internet Banking services.
- I can’t register to the HBSC Direct website, what should I do?
- The data you have entered might not be correctly transmitted or processed due to network connection problems or problems in your PC. If you don’t receive a “Welcome to HSBC Direct” email or can not proceed to the Acknowledgement page, please repeat the entire Registration process from the start.
- What is Xecure Web?
- Xecure Web is a security software that manages Digital Certificates developed by the Korean Financial Telecommunications & Clearings Institute. Xecure Web is widely being used in e-commerce transactions such as banking, and is an essential software that manages passwords and communication between institutions and customers. You must agree to the terms and conditions of this software and install it on your first visit to the HSBC Direct website, otherwise you may not be able to see or use our Internet Banking website.
- You may personally fix the errors that may arise during the installation or use of Xecure Web.
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- 1. Go to the Add/Remove Program in the Control Panel, and Remove a previously installed Xecure Web (Xecure Web 5.0 or 4.X).
Delete the XecureWeb folder in C:\Program Files\SoftForum\.
If you can not delete the folder, then close the Internet Explorer first and try again.
- 2. Select Internet Options from the Tools menu within Internet Explorer.
Select General > Temporary Internet Files > Delete Files. Select the “Delete all offline content” check box, then press OK.
- 3. Select General > Temporary Internet Files > Deleted Cookies to delete cookies on your computer.
- 4. Select Privacy on Tab menu, press the Advanced... button. Check Override automatic cookie handling. Choose Accept on First-party Cookies and Third- party Cookies, and check “Always allow session cookies” then press OK.
- 5. Select General > Temporary Internet Files > Settings... Check on “Every visit to the Page” and press OK.
- 6. Select Security > Internet. Press Default Level button on Security Level for this zone section.
- 7. Please visit the HSBC Direct and press Manage My Account button on the top menu. Xecure Web will be installed automatically.
- 8. When the installation is completed, turn-off and reboot your computer, then visit the HSBC Direct website again.
- I keep getting Active X error messages, what should I do?
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Because Internet Explorer 5.X does not run Active X controls automatically, a user who is using Internet Explorer version 5.X or lower frequently receives the above error messages. You may overcome the problem by adjusting the option menu.
- - Go to Tools > Internet options… within the Internet Explorer menu. Press Delete Files button on General > Temporary Internet files, then press OK.
- -Press Settings... button on Temporary Internet files, and check on “Every visit to the Page” then press OK.
- - Go to Security Tab menu, then press Custom Level.
- - Scroll to the Active X controls and plug-ins and verify that the options are set to Enable or Prompt.
- - Scroll to the Scripting Section and verify that Active Scripting is set to Enable or Prompt.
- - Click OK.
- Here are other commonly raised problems.
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- 1. The sand timer appears and disappears, and the system hangs when I try to run Internet Explorer, My Computer, Find, My Document, etc.
- 2. No response from my PC after clicking Internet Explorer, Find, My Computer, My Document, Etc.
- 3. Programs open slowly.
- 4. I see an error message when I try to run Internet Explorer, My Computer, etc.
- 5. I can see the first page on Internet Explorer, but can not browse other links.
- 6. I have to click more than twice when I try to run Internet Explorer.
- 7. My PC is slower than usual.
The above problems may be overcome by running a Virus program and Adware program.
- I have found difficulties while using HSBC Direct Internet banking, How can I resolve the following problems?
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- Log-on page is frozen after typing User ID.
- Redirected to the main page after typing my Internet banking password & security code.
- During log-on for the first time, the page is frozen after Terms & Conditions agreement.
- 1) Keep your browser up-to-date.
HSBC Direct website supports MS Internet Explorer 5.5 SP4 or higher.
Currently HSBC Direct website does not support other web browsers such Firefox & Mozilla, Please use MS internet Explorer and keep your computer & browser up-to-date.
- 2) Delete nProtect & XecureWeb software & re-install.
Start → Settings → Control Panel → Add/Remove Programs → Remove nProtect KeyCrypt, nProtect Netizen, nProtect nPCom & XecureWeb Control. Please visit the HSBC Direct website & log-on page again and the reinstallation will start automatically.
- 3) Delete toolbars.
Some of Toolbars provided by other websites might cause incompatibilities with MS Internet Explorer and slow down your computer. If you’ve installed a toolbar previously, please remove the program first and try again.
- 4) Remove any viruses
Please scan your computer regularly & keep it in healthy condition.
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