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Business Internet Banking FAQs

Business Internet Banking Registration (Activation Code)

What do I need in order to activate the service for the first time?

In branch - To activate the service immediately, you can visit any HSBC branch where a member of staff will take you though the required registration process. Once this has been done, the staff member will provide you with your Welcome letter and Security Device and direct you to an Internet PC located within the branch, which will enable you to activate the service immediately.

At home - To activate the service you will need:

  • Your Welcome Letter containing your Business Internet Banking ID and Registration Number
  • Your Security Device
  • Your Activation Code which is sent to you by e-mail, SMS or post.
  • Select 'Begin Activation' if ready to commence the activation process.

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I want to access the service but have mislaid my original Welcome Letter, how do I obtain a new one?

Simply call the Business Internet Banking helpdesk and we will send you a new one.

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What do I do if I have suspended, have not received or lost my Activation Code e-mail / SMS / letter?

If you are a Primary User, simply call the Business Internet Banking helpdesk and we will send you a new one.

Secondary Users should contact their Primary User who will need to delete and recreate their user profile (Business Internet Banking, User Administration).

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How do I add another business to my Business Internet Banking service?

You will need to complete a Business Internet Banking application form for each business. Each business will receive its own Welcome Letter.

Once you have activated the first business successfully, log-in as normal. When on your Personal Page, select 'Add another Business Banking ID' from the centre of the screen. You can now activate another business.

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Can I get a colleague / friend / relative to set the service up for me?

No. The information we send you (Welcome Letter, Activation Code and Security Device) is personal to the Primary User, and should not be shared with anyone else. If you need help whilst setting up the service, please ensure that in doing so you do not compromise your security details.

You should also ensure that your username and password are kept private. If you want someone else to access the service, you should set them up as a Secondary User. The Setup Business / User guide provides information about setting up Secondary Users.

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Why are you changing my security device?

We take the issue of security very seriously. The new Security Device is a more up to date and improved two-factor authentication device that will help protect you from internet banking fraud. Devices like these are commonly being used for secure transactions all round the world. With this technology you can enjoy far more secure online banking services.

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Primary / Secondary Users

How do I replace a Primary User?

Download a copy of the Replace Primary User form , then complete and return it to your Relationship Manager or branch.

It is not possible to remove a Primary User without nominating a new one, unless you totally de-register the business from the Business Internet Banking Service.

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How do I set up or remove a Secondary User?

It is possible to have up to 99 Secondary Users within the Business Internet Banking service. To set up or remove a Secondary User, select the User Administration function within the left-hand menu of the Business Internet Banking service and follow the on-screen instructions. You will be asked to confirm the set up of any new Secondary User by entering a confirmation code, generated from your Security Device. Full onscreen instructions will be available.

The Setup Business / User guide provides more information.

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How do I amend the permissions / payment limits for a Secondary User?

Select the User Administration function within the left-hand menu of the Business Internet Banking service and follow the on-screen instructions.

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Why do I need to confirm the set up of a Secondary User and / or editing of a user's details?

We take the issue of security very seriously. If you are setting up a new Secondary User or editing an existing user's details, you will be asked to confirm the set up / changes by entering a confirmation code, generated from your Security Device. Full onscreen instructions will be available.

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Accessing / Logging off Business Internet Banking

How to logon to Business Internet Banking?

To logon to the service, firstly visit www.hsbc.co.uk/business and select the 'Log on' button found in the top right hand corner of the page.

From here enter in your username, password and security code. Once continued, you will be taken to the Business Internet Banking service.

I've forgotten my username, what should I do?

This is the Username you created during activation.

If you have forgotten your username, our Business Internet Banking Helpdesk will be able to help you once you have correctly answered some security questions. You can call them on 0845 602 20141.

Alternatively, if you do not know the answers to your security questions, you can go into any of our branches with valid photographic identification. Our branch staff can call our Business Internet Banking Helpdesk on your behalf to advise you of your username.

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I've forgotten my HSBC password. How do I reset the password?

You can reset the password immediately online by using your Security Device and providing the answers to the two memorable questions you provided when you first registered for the service. To do this, select the "Forgot your password?" link on the logon page

If you cannot remember the answers to the questions, you will need to complete and fax us an HSBC Password reset form . This will allow us to set you up with a temporary password, which you will need to reset online within 24 hours.

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I've tried to reset my password online but cannot remember the answers to my memorable questions, what do I need to do?

If you cannot remember the answers to the questions, and enter them incorrectly, you will be asked to enter your security code, change your memorable questions and enter a new password. You will then be asked to print off, sign and fax a form. Alternatively, you can take the form into your local branch. When the form is received and sanctioned, the password you submitted will be activated and can be used to log on. You will be sent an email confirming this.

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How do I change my memorable questions / answers?

You can change your memorable questions / answers at any time by selecting 'Edit my details' from the Personal Page and inputting your new memorable questions / answers. You can change one or both of the questions / answers, it's up to you. You will need to input your current password in order to confirm the changes.

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Can I change the username or password I use to access the service online?

Yes you can. Select 'Edit my details' from the Personal Page and input your new username and or password. You will need to input your current password in order to confirm the changes

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I have lost my Security Device. How do I obtain a new one?

Simply call the Business Internet Banking helpdesk and they will send you a new one along with a Security Device Replacement code. This can be sent by email, SMS or post.

Alternatively, you can visit your local branch and obtain a new device. Either yourself or the branch will still need to contact the Helpdesk to have a Security Device Replacement code to be sent.

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How do I log off?

To log off from our website Business Internet Banking, simply click on "Logoff" at the top right hand corner of the screen.

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Why is it necessary to log off from Business Internet Banking?

You should always use the logoff option to exit Business Internet Banking. Use it before you close the browser window, before you use another application on the Internet and any time you leave your desk. If you do not exit the service, the Business Internet Banking session will "time out" after a period of time, but during that time someone else could restart the session on your computer.

Before you leave the computer unattended, always make sure that you have logged off (Please refer to the 'How do I log off?' section above).

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Rapport

I have followed your previous guidance. Isn't that enough?

As fraudsters are getting more and more sophisticated we have changed our guidance to help you ensure that using the Internet is a safer experience. We now recommend that you download Rapport to add an extra layer of protection whilst accessing our websites.

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Why do I need rapport?

Traditional security software is good however fraudsters are now exploiting the time it takes for this software to be updated.

Rapport works in a different way by securing communication between your keyboard and our website so even if you become infected fraudsters can not access your log on credentials or any information within Internet Banking.

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Do I need to need to download it for both Personal and Business Internet Banking?

The software only needs to be downloaded once, it then protects Personal, Business and first direct Internet Banking services.

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Do I still need antivirus software and a firewall?

Absolutely. Antivirus software and firewalls are vital parts of your computer's defences. You need to make sure your antivirus is up–to–date. Rapport is designed to work alongside your antivirus software and firewall – it's not designed to replace them.

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Which websites are protected?

The software is preconfigured to support the following HSBC websites
HSBC Personal Internet Banking – www.hsbc.co.uk
HSBC Business Internet Banking – www.hsbc.co.uk/business and www.business.hsbc.co.uk
first direct Internet Banking www.firstdirect.co.uk and www.firstdirect.com, further details on how to protect other websites can be found on the Trusteer website

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Will rapport work with my computer?

It works with the following:

Windows
Windows XP, Windows Vista, and Windows 7: Internet Explorer 6 and above and Firefox 2 and above

Mac (Intel only)
MacOS Tiger and Leopard: Firefox 3 and above and Safari 4 and above

Note: Mac users will periodically need to manually install updates.

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Does Rapport work with screen reading software?

At present Rapport isn't totally compatible with screen reading software. You can install it however the protection won't work properly as you'd have to turn off some of the key features. If you would like help in configuring so that it provides limited protection please contact the helpdesk .

Trusteer are working to see if a version can be made available for screen readers.

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How do I know I'm protected?

You need to check for the Rapport icon which appears next to your browser's address bar. You're protected when the icon is green and your information is safe:

You're not protected when the icon is grey, indicating Rapport is not safe–guarding your information:

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Is my existing security software compatible with Rapport?

Rapport is designed to work alongside antivirus software and firewall products. For a full list of software tested for compatibility visit the Trusteer website

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I think I've been a victim of online fraud. What do I do?

If you think that someone else has accessed your accounts. Please contact the helpdesk immediately.

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I think Rapport is slowing my computer down

If you have experienced the slow down immediately following installation it is most likely a result of software incompatibility or a clash with malware already on your computer.

Trusteer test Rapport extensively against hundreds of software solutions and do everything they can to prevent, identify and fix such issues however inevitably a few software combinations remain untested.

Trusteer will work with you to resolve the issue you're experiencing.

You can either contact the helpdesk and they will put you in touch with Trusteer direct, or alternatively visit the Trusteer website and click 'Live Support Online' in the left hand menu to start an interactive chat with a member of Trusteer's support team.

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I'm having technical difficulties with Rapport – what should I do?

You can either contact the helpdesk and they will put you in touch with Trusteer direct, or alternatively contact the Trusteer support team who will be happy to help you resolve the issue.

If Rapport interrupts with your ongoing work, please do not remove it – turn it off and contact the support team. When Rapport is stopped it will not interfere with your work. If you remove Rapport it makes it very hard for Trusteer to identify the problem and fix it.

To stop Rapport on Windows:
Click Start –> All Programs –> Trusteer Rapport –> Stop Rapport.

To stop Rapport on Mac:
System Preferences –> Other –> Rapport –> Stop Rapport.

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When I type characters from my keyboard they appear incorrectly on the screen

The reason is that Rapport is potentially conflicting with another piece of software on your computer, as a result you are seeing incorrect characters instead of the text you typed.

If you encounter this problem then please follow these instructions:

  1. Open Rapport Console:

    a. Click the Rapport icon, located next to the browser's address bar, and then click "Open Console", or
    b. Click Start –> All Programs –> Trusteer Rapport –> Rapport Console

  2. Change the policy by following these steps:

    a. At the bottom of the console there is a green right arrow – click it
    b. Click "Edit Policy"
    c. Enter the letters as they are shown in the image and then click OK.
    d. Find "Block Kernel Keyloggers" (8th row – don't confuse it with "Block Keyloggers"
    e. Next to "Block Kernel Keyloggers", Click the drop down menu and choose "Never"
    f. Click "Save"

  3. Reboot your computer

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Payments

How many BACS / Bill Payment beneficiaries can I store on the system?

You can store up to 500 BACS beneficiaries and unlimited Bill Payment beneficiaries. Please note, if you have more than 200 Bill Payment beneficiaries you will only be able to see the first 200 alphabetically.

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How far in advance can I create a Bill / BACS payment?

You can create a batch of BACS payments or an individual Bill Payment up to 45 days in advance.

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Why can't I make CHAPS / Priority payment in advance?

This facility is currently not available, though we are looking to provide this feature at some time in the future.

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How do I check if I have created a post–dated Bill / BACS payment?

Click on 'Pending Payments', select the appropriate account and any pending payments will be displayed.

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How can I delete / amend a Bill payment beneficiary?

To delete a Bill Payment beneficiary, please select the 'Delete Payment Beneficiary' option from the 'Manage Payments' heading in the left hand menu.

It is not possible to amend the sort code and account number of an existing Bill Payment beneficiary. If these are incorrect you will need to delete those details (following the instructions above) and set up a new Bill Payment beneficiary by selecting the 'Pay new Beneficiary' option within the Bill Payments function. You will be asked to authorise the creation of any new payment beneficiary by generating an authorisation code on your Security Device. Full onscreen instructions will be available.

You can however, amend the reference of an existing Bill Payment beneficiary.

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Can I cancel a payment I have already input?

Yes you can, in the following circumstances:

  • You have created a Bill Payment that has not yet debited your account.
  • You have created a BACS batch that has not entered the payment cycle. The payment enters the payment cycle on Day 1 and debits your account and credits the beneficiary on Day 3. For example, if you create a payment on Monday to credit the beneficiary on Friday, the payment enters the cycle on Wednesday. Therefore you will need to cancel the batch on or before the Tuesday.

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Why can't I make a same–day BACS payment?

BACS payments are subject to the standard BACS cycle and as such the earliest you can set up a payment to be debited / credited is two working days after input (three working days if the BACS payment is created on a non working day).

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Why can't I make a CHAPS / Priority payment out of working hours?

CHAPS / Priority payment systems are open from 8am to 3.30pm, Monday to Friday, excluding Public holidays.

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I made a payment that has not debited my account, what do I need to do?

If you are a Secondary User and the payment exceeded your single payment limit, it may be that the Primary User or Secondary User with the 'Authorise' permission and a high enough single payment limit to authorise the payment did not authorise the payment.

If you are the Primary User, or a Secondary User and you are sure that the payment was within your limit, call the Business Internet Banking helpdesk and we will look into this for you.

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How do I check the payees in a batch of BACS payments that has not debited my account yet?

Simply click on 'Pending Payments' from the left–hand menu. Any payments not yet debited will be displayed and you will be able to view the payees in each batch. Please note that if you are a Secondary User and the batch is over your personal limit then only an individual with a high enough limit to view the batch can do so.

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How do I check the individual payees in a batch of BACS payments that have already debited my account?

Just click on the 'BACS Payment History' option from the left hand menu. You will be able to view a breakdown of all BACS payments made within the last 90 days.

For payments older than this please call the Business Internet Banking helpdesk and we will look into this for you.

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Can I add a new beneficiary when I am in the middle of creating a BACS payment batch?

Yes, you will need to click on the 'Create new beneficiary' button on the right hand side. You will then be taken to the BACS Beneficiary List where you can set up the new beneficiary details. You will be asked to authorise the creation of any new payment beneficiary by generating an authorisation code on your Security Device. Full onscreen instructions will be available.

Once authorised, the new beneficiary will appear at the bottom of the BACS Beneficiary List and will be available for selection within the BACS payment batch.

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What are the cut–off times for payments?

You can input BACS payments up to 6.45pm and Bill Payments up to 7.45pm (for payments to other banked customers). There's no cut off time for Bill Payments made to other HSBC accounts.

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Where can I find the relevant International Bank Account Number (IBAN) details to make an International Payment?

You can usually see the IBAN details on a bank statement. We strongly recommend that you confirm all of the payment details with the beneficiary before attempting to make a payment.

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Why do I need to authorise the set up of new payment beneficiaries?

We take the issue of security very seriously. If you create a new payment beneficiary, you will be asked to authorise this by creating an authorisation code on your Security Device. Full onscreen instructions will be available.

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Exchange Rates

Who will be able to use Get Rate?

Get Rate is a service used to obtain a foreign exchange rate for Priority Payments. It will therefore only be available to users who have a BIB Priority Payment limit. If you are unsure whether you have a Priority Payment limit, you can check this via the 'User Administration' function located in the left hand menu in BIB, alternatively you can contact our Business Internet Banking helpdesk .

If you do not have a Priority Payment limit you can request one by completing a Limit Amendment form .

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Can I cancel a rate after sending the payment?

Once rate has been accepted and the payment has been sent, it cannot be cancelled.

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Why are the rates different to those at the branch/telephone?

When making payments via the branch or telephone (depending on the amount) you will be offered the daily rate. This is set each morning and generally stays the same all day. Get Rate on the other hand obtains a live market rate every time you make a payment. For this reason the rates will normally be different.

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Why are the branch rates sometimes higher?

As branches receive daily rates which doesn't normally change during the day on some occasions, if the pound is weakening significantly (exchange rate is getting worse), the live market may be lower.

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Do I have a choice as to whether I use Get Rate?

If you are making a Priority Payment that requires a foreign rate of exchange, you will be required to use the Get Rate tool. This is necessary as the rate of exchange offered by Get Rate will work out the amount in currency to be sent and the amount to be debited to your account in sterling. The Get Rate tool will display this information to you and give you the opportunity to accept or reject what is offered.

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How much money can I send in one day?

This depends on your own Priority Payments limit and the funds available in your account. You can check what your limit is by selecting 'edit user' under access and control in the left hand menu and then selecting yourself. Scroll down to the payments section, your limit if any will be displayed here. If Priority Payments is not displayed then your limit will nil.

If you do not have a priority payment limit you can request one by completing a Limit Amendment form .

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What are the cut–off times for sending a payment?

Priority payments can be made through Business Internet Banking between the hours of 8am to 3.30pm, Monday to Friday (excluding Public Holidays).

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When will payments be received?

Assuming that all of the payment details are valid, HSBC will attempt to send the funds to the beneficiary as soon as possible. Beneficiaries will generally receive payments in the following timescales:

• Next working day for payments within the European Economic Area (EEA) in Sterling and Euros
• Up to 2 working days for payments within the EEA in all other EEA currencies
• Up to 4 working days for payments outside the EEA and/or in a non–EEA currency but this may take longer depending on the country to which the payment is being sent.

We strongly recommend that you confirm all of the payment details with the beneficiary bank and the beneficiary before attempting to make a payment.

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Payment Limits

How do I change my overall daily payment limit or BACS / Bill / CHAPS / Priority daily payment limits?

Download a Limit Amendment form , complete and return it to your Relationship Manager or branch.

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How can I check my payment limits?

As a Primary User you can check your limits and those of any Secondary Users at any time. Simply click on 'User Administration' then click on the name of the person whose limits you wish to see (as the Primary User your limits are the same as the company limits for Business Internet Banking).

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I've applied for a BACS / Bill / CHAPS / Priority payment limit but the option to make payments is not showing on my screen, what do I need to do?

If you are a Primary User, please call the Business Internet Banking helpdesk . We will check that your account holding branch / Relationship Manager has approved the limits you requested.

If you are a Secondary User, speak to your Primary User as they will need to amend your payment limit online (Business Internet Banking, User Administration, Edit User).

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What is the maximum amount of a standing order I can create/amend?

The maximum amount that can be created/amended is the same as your Bill/BACS single payment limit (whichever is higher).

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Business/Commercial Cards

I sent off the application form for an additional cardholder but haven't heard anything. What should I do?

An application for an additional card should take no more than 14 days to process. If 14 days has passed please contact our Business Telephone Banking team on 08457 606 060 so we can look into this for you.

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How long will it take for an additional cardholder's card to arrive?

You should be in receipt of your card within 14 days of us receiving your completed application. If you still haven't received your card after 14 days, please contact our Business Telephone Banking team on 08457 606 060.

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I have a disputed transaction on my Commercial Card Statement who do I contact?

Please contact our Business Telephone Banking team on 08457 606 060 so that we can look into this for you.

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Why can't I see one of the card holder accounts online?

You may not be able to see your cardholder account for the following reasons:

  • If you are a Secondary User, you will only be able to see the accounts which you have been given authorisation to access. If you require access to other accounts, please refer to your Primary User.
  • You may have more than one card account facility with us. e.g a Business and Commercial Card account. Please ensure that you have selected the correct account, containing the cardholder account you wish to view.
  • If you are the Primary User, please contact our Business Internet banking helpdesk on 0845 602 2014, so that we can look into this for you.

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Why can't I cancel my card online?

Due to the potentially urgent nature of this request, we ask that you telephone us immediately so that we can cancel the card without further delay on 0846 007 010 from within the UK or +441442 442 422 929 from overseas.

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Is the Copy Voucher request available for Business Card / Commercial Card transaction queries?

This facility is not available on BIB. If you require a copy of a transaction posted on your Business/Commercial card, please contact our Business Telephone Banking team on 08457 606 060.

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Other Functions

Why can't I see all of my accounts?

You may not be able to see all your accounts for any one of the following reasons:

  • Your personal accounts can only be accessed through our Personal Internet Banking service.
  • Although you are able to add additional business accounts to the service, only the accounts for a single legal entity will be shown at any one time.
  • If you are a Secondary User, you will only see accounts for which you have authorisation. If you require access to other accounts, please speak to your Primary User.
  • Not all types of account are available to view through Business Internet Banking at present. For example, you will not be able to see some types of Capital Guarantee Account.

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How far back can I view my transactions?

You can view all transactions on your accounts since your last statement was produced, including transactions posted today.

For Business current and savings accounts, you will be able to view at least 6 years of statements.

For Business Card and Commercial Card accounts, you can view transactions from the date of your last statement. You can also see last 6 months statements for all of your cardholders.

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What type of software packages can I download to my PC?

You can download into Quicken®, QuickBooks®, and Microsoft Money®. We support 2003 to 2006 versions of Quicken and QuickBooks and all versions of Microsoft Money. You can also download data in file formats that work with popular spreadsheet and database programs.

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I'm trying to make a transfer to my personal account but the option is not showing, what do I need to do?

You will need to set up your personal account as either a BACS or Bill Payment beneficiary. If you do not have a BACS / Bill Payment limit you can apply for one by completing a Limit Amendment Request . This should be forwarded to your Relationship Manager or account holding branch for authorisation.

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Can I cancel a transfer that has not debited my account yet?

Yes you can. Simply click on 'Pending Transfers'. Any transfers that have not debited your account can be cancelled on this screen.

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I would like to stop a cheque but do not know the cheque number.

A cheque number will be required in order to place a stop on it. Please refer to your cheque book.

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I ordered a cheque/paying–in book two weeks ago and it’s not yet arrived.

Please call our Business Internet Banking helpdesk on 0845 602 2014 so we can look into this for you.

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When will the money from a standing order credit the beneficiary's account?

Standing Orders where the beneficiary's account details begin 40 (i.e. HSBC accounts), will normally be received on the same day as the Standing Order is sent, (subject to sufficient funds, including any agreed overdraft, covering the Standing Order payment being in your account on that day).

Standing Orders being sent within the Standing Order Faster Payment limit, and paid to banks participating in the Faster Payment scheme, will be received the same day by the beneficiary bank. To check the payments limit and if the beneficiary bank participates in the scheme please check the UK Payments website: www.ukpayments.org.uk

All other Standing Orders will take up to 3 working days from the day the standing order is sent to reach the beneficiary bank (subject to cut-off times, amount and sufficient funds including any agreed overdraft covering the standing order payment being in your account on that day).

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What is a copy voucher request?

This function will allow you to request an image of a cheque or credit.

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Is there any charge for a copy voucher request?

A charge may be applied for multiple requests (we will notify you by telephone).

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I ordered an image of a voucher two weeks ago and still haven't received it yet. What should I do?

Please call our Business Internet Banking helpdesk on 0845 602 2014 so we can look into this for you.

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Why am I unable to Stop a cheque, Order a copy voucher, Order a cheque book, Create/amend a standing order, Increase or decrease a limit?

If you are a Secondary User, you will only see functions for which you have been granted the privilege. If you require access to one or more of the other functions, please speak to your Primary User.

If you are the Primary User, please contact our Business Internet Banking helpdesk on 0845 602 2014.

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General

Can I view historic statements?

For Business Card and Commercial Card accounts you can view the last six months' statements. For Business current and savings accounts, you will be able to see at least 6 years of statements.

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Can I access my personal accounts when I log in?

No, you will need to register for our Personal Internet Banking service.

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Can I check currency rates and share prices from within Business Internet Banking?

Indicative currency rates are available from the Priority Payments function in BIB.

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Can I switch off paper statements?

Primary Users have the ability to switch off and amend the statement frequency by selecting 'Manage Statements' in the left hand menu.

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Internet Trade Services

Trade Account Information

How do I view new Export DCs advised to me?

You can go to 'Account Information' under Trade Services to view the Export DCs.

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What kind of information is available under 'Trade Services'?

Category Import Account Export Account
Pending Documentary Credits Y Not Applicable
Outstanding Documentary Credits Y Y
Outstanding Bills Y Y
Paid Bills Y Y
Shipping Guarantees, Air Waybills and Delivery Orders Y Not Applicable

Once the category is selected, transactions summary will be displayed in the form of a table. You can click at the DC number or bill number to get detailed information. Moreover, a 'Download' function is provided for convenience.

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How up–to–date is the 'Account Information' shown on the screen?

Account information is refreshed each time the user logs onto the BIB service and selects Trade Services.

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Can I download the details of the DCs/bills?

You can download the summary/details of DCs/bills in the following ways.

  1. Go to the 'Quick Filter' function under 'Account Information'
  2. Input the criteria for selecting the DCs/bills that you want and click 'Quick Filter'
  3. When the summary information is displayed on the screen, click 'Download', the summary information will be downloaded into a csv spreadsheet file.
  4. If you click 'Print', the summary information will be displayed on the screen for print confirmation
  5. If you click the DC number or bill number to get further details, at the DC details page, click 'Download DC details' so that individual DC then can be downloaded as a text file

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How can I sort the items shown on a particular page?

When you select the information from 'Account Information' or 'Quick Filter', the items displayed within a summary list can be sorted by clicking the column heading. Clicking the field further will toggle the sorting between ascending and descending order.

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Import DC Applications / Amendments

Which account should I use in order to issue a documentary credit (DC)?

Your import account will have been loaded to the system and will populate the appropriate field automatically. The service will only appear on your menu if the Primary user has granted you access to this service. Additional user (s) who have been assigned more privileges may have to access the service to effect the request to the Bank. Please check with your Primary user to confirm your personal entitlements.

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If I cannot finish typing a DC application or amendment in one go, what can I do?

Saved DC application will show status 'Pending Authorisation ' – if the user does not have authorisation, – or Submitted if they do have authorisation capability (as long as all necessary fields have been populated ; if the mandatory fields have not been completed , the document will not save and error message(s) will be displayed prompting appropriate completion of those fields) The status will only display 'Incomplete' if It has been 'Saved as Incomplete'

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Can I get someone to type a DC for me, but at the same time ensure that the DC can only be issued after I have reviewed it?

You can do so by assigning different signature groups to different users. Users who have no signature group and limit but with DC Application/Amendment rights can prepare DC, but are unable to authorise the submission of the DC to the Bank. The DC application has to be authorised by another user with sufficient transaction limit and with the appropriate signature groups before it is transmitted to the Bank.

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Would a DC number be assigned online after I submit the DC application?

No. DC number will only be assigned after the DC has been issued and sent out by the Bank. However, customers who have pre–arranged DC numbers with HSBC can use those numbers for applying DC via Business Internet Banking.

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How can I know if HSBC has issued the DC for me?

Once the DC has been issued by HSBC, the status of the DC will be changed from 'Submitted' to 'Issued'. You can go to 'Account Information' under 'Trade Services' to retrieve the latest status of the DC.

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How can I amend or cancel a DC after submission?

For DC not yet issued by the Bank, you should contact our staff in Trade Services directly to amend/cancel the DC. For DC issued by the Bank, you can submit a DC amendment using Business Internet Banking and input all the amendment details accordingly. By clicking on the status 'issued' you are able to print off a copy of the issued document via ' Download copy in PDF' . A paper copy will be received by post from the Bank in the next few days in accordance with the Bank's laid down procedures.

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Can I issue an amendment via Business Internet Banking if the original DC is not submitted via Business Internet Banking?

Yes. You can apply for a DC amendment on Business Internet Banking, provided that the original DC has already been issued.

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How many DC amendments can I apply on the same DC?

You can apply unlimited number of DC amendments, provided that the Bank has already issued the original DC and/or the previous amendments.

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If I submit a DC application or DC amendment via Business Internet Banking, when and how would charges be collected?

After the DC application/amendment is issued by us, charges would be debited automatically from the pre–arranged charge account.

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Trade Templates & Lists

What is template? What is it used for?

A template is a model document, which is filled with the information used frequently, such as applicant's and beneficiary's details, clauses and terms and conditions. Template can be saved in the course of filling out a DC application or created on its own. Templates are used to facilitate the creation of DC application form, with terms and conditions very similar to previous transactions. It saves input effort and helps to avoid typing mistakes. The trade templates and lists feature is an assignable service under Business Internet Banking.

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Is there anyway to keep my details and my beneficiaries' details so that I don't have to retype them everytime when I apply a new DC?

You may save your details and the beneficiaries' details in the Applicant List and Beneficiary List respectively. Information from the Applicant/Beneficiary List can be retrieved online during DC application. The trade templates and lists feature is an assignable service under Business Internet Banking.

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Import Bill Instructions

How do I submit Import Bill instructions?

You can go to 'Import Bill instructions" under Trade Service, any bill outstanding & requiring action ie; acceptance &/or payment instruction ,will be displayed. Click on the Bill reference and the bill details will be shown to you. Proceed to select your payment method, input all the necessary information and click 'Submit'.

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Will I be able to view discrepancies when submitting Import Bill Instructions?

Yes. Discrepancies will be listed for your selection to accept or reject the discrepancies.

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Can I get someone to prepare the import bills instructions for me, but at the same time ensure that I review the transaction before it is transmitted to the bank?

You can do so by assigning different signature groups to different users. Users who have no signature group and limit but with Import Bill instruction rights can prepare, but are unable to authorise the submission to the Bank. The import bill instruction has to be first authorised by another user with sufficient transaction limit and of appropriate signature groups before it is transmitted to the Bank.

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Export DC transfer

How do I submit an application for transfer of Export DC?

You can go to 'Export DC transfer' under Trade Services. Click on the DC that you wish to transfer. You will see these options: Partial transfer with substitution of invoices or Partial transfer without substitution of invoices or Full transfer of the DC in its entirety. Click on one of these options, complete the details and click "Submit".

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Trade Facilities

What is 'Facilities' referring to? What information is available in the 'Facilities' function/tab?

Trade facilities such as import and export lines granted by the Bank to your company can be viewed online. Information displayed under 'Facilities' include the, limit granted, the outstanding amount and available amount.

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How can I get more details on the accounts and/or facilities shown on the screen?

For facilities where additional information is available, you can move the mouse over the red text, You will see that there are hyperlinks, which you can click on to get more information.

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Other Trade functions

What are the Trade related services that I can access through Business Internet Banking?

The following services are available online through ITS:

  • Trade Account Information
  • Import Documentary Credits
  • Trade Templates and Lists
  • Import Bill Instructions
  • Export DC Transfer
  • Trade Facilities
  • Trade Authorisations

Please refer the Internet Trade Services section of the Business Internet Banking User Guide for further information on usage of Trade Services.

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What is the cost of Trade products?

What is an Import DC?

A Documentary Credit (DC) is a commitment given by the buyer's bank, to the seller, that they will make payment upon presentation of a pre–agreed, specified set of documents to a bank. For more information, please refer to the 'Import Documentary Credit' section of the International section of the internet.

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Who should I speak with regarding getting a bill authorised when I do not have the funds or limits?

You would need to discuss this with your Relationship Manager.

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I have offices in other parts of the UK and abroad. Can they use automatic trade banking, too?

Once we have approved your application, and as long as you have internet access, your User ID and Password, you can use automatic trade banking anywhere and at any time. You can allocate your staff with access to the same information, wherever they're located.

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