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Important information

Customer awareness

Risks of Not Providing the Bank with Mobile Number

  • The way your bank or payment services provider verifies your identity or validates a specific payment instruction is changing. These changes are designed to reduce the risks of a fraudster pretending to be you to steal your money.
  • Authentication is the process that your bank uses to establish that it is really you. It aims to ascertain that the person requesting access to your account, or trying to make a payment, is either you or someone to whom you have given consent. 
  • While HSBC is working continuously to implement ways that protect our customers as technology advances; you can help mitigate these risks by providing us with your latest mobile number, e-mail address and correspondence address.
  • An updated mobile number enables you to receive One Time Password (OTP) for your online banking and shopping. It is also used to send your banking or credit card alerts. When suspicious transactions occur, the Bank will attempt to reach you to verify the transactions and the fastest way is often through your mobile phone. Although other means of alerts are available such as e-mails and paper advices, these are typically not as prompt which may increase the risks given that fraud mitigation is time-sensitive.
  • HSBC strongly encourage you to provide us with your latest contact details especially your Mobile Number via your preferred channel, whether updating it via Internet Banking, contact our Call Centre or walk into any of our Branches to do so. We have also enhanced our ATM to proactively prompt you to confirm or update your mobile periodically.


  • Update the Bank when you change your contact details. This will enable us to contact you in a timely manner if we detect unusual transactions.
  • Check all your SMS transaction alerts in a timely manner and login to online banking regularly to check your account balances and statements of account on a regular basis, at least once a week and view your account balances and statements to detect any unauthorised transaction, error or discrepancy and if there are any, report it to the Bank immediately
  • Always log out when you have completed your banking transaction
  • Ensure that you do not disclose your internet banking user ID, password and passcode to any person, via unsolicited emails or on any website other than the official website of the Bank
  • Take reasonable steps to keep your security device secure at all times
  • Report a breach, or a suspected breach of the passcode generated by the security device or the loss of a security device to us as soon as reasonably practicable, once you are aware of the breach, suspected breach or loss

Transactions - Fraud prevention

Whilst the Bank will take the necessary preventive measures to minimise the threat of fraud, please continuously monitor your account and take precautions to ensure that all transactions are authorised.

Note: Examples of transactions:

  • Bill payment via Current Account-i/ Savings Account-i (Debit Card-i) or Credit Card-i
  • Recurring direct debits via MEPs direct debit or Autopay-in arrangements
  • Purchases made online from your Debit Card-i or Credit Card-i

Risk of Cryptocurrency Investments

At HSBC Bank Malaysia Berhad and HSBC Amanah Malaysia Berhad, it is our priority to safeguard our customers' wealth and protect the integrity of the financial system. Aligned with this, we strive to continuously improve customer awareness through sharing best practices and regulatory requirement.

We would like to highlight and advise to exercise caution when investing in crypto assets which are not regulated in Malaysia. Securities Commission Malaysia and regulators in some other jurisdictions have issued warning on the status of some companies. As such, customers are reminded to be aware of the high risks associated with investments in crypto assets before transacting.

For your reference, Securities Commission Malaysia has published an Investor Alert List.

Complaint management process

At HSBC Amanah, we are committed to giving you our best every time. Your feedback and suggestions about our products and services make it possible for us to serve you better. 

Important reminder: Sanctions Notice (transactions processing)

HSBC is committed and continues to comply with sanctions laws and regulations of the European Union, Hong Kong, the United Kingdom, the United Nations, the United States, and applicable sanctions laws and regulations in the jurisdictions which HSBC operates, including Malaysia.

This means that HSBC will take necessary measures (including but not limited to customer/ transaction screening) to safeguard HSBC and customers’ money from financial crime as well as the integrity of our financial system. 

While HSBC seeks to investigate the customer alerts or transactions (that are stopped in HSBC’s screening system) in a reasonable timeframe, it may result in delays to the processing of customer transactions while additional due diligence is conducted and information is obtained on the nature of the underlying transaction or the parties involved. 

If you have further inquiry on this process/ HSBC Sanctions Policy, please contact your Relationship Manager or check our contact point here.

We seek your understanding that the spirit of this measure aims to ensure we continue to be your most dependable bank in safeguarding your monies entrusted with us.

e-Banking Charter

Secured operations

We maintain strict security standards and procedures with a view to ensure safe operations when you use this Internet Site for the online banking services offered. We use leading technologies such as (but not limited to) 128 Bit Secure Socket Layer (SSL) data encryption, fire walls and server authentication to protect the security of your data. You will only be allowed to sign in with your Personal Banking Number and password.


Please read our Privacy Notice to understand how we collect, store, use and share your data.

Accurate information

All practical steps will be taken to ensure that personal data are accurate and will not be kept longer than necessary or will be destroyed in accordance with the internal retention period.

If at any time you wish to inform us that any information that we hold is inaccurate, incomplete or out-of-date, please inform us in writing delivered by post or by hand or where communications with us are facilitated by the Internet Site, by completing the relevant screens (such as the Update Personal Details screen), and we will take all reasonable steps to correct the information so that it is accurate, complete and up-to-date.

Transparency of products and services

We will endeavour to ensure that descriptions and details of our products and services shall not be misleading or false.

However, other than material variation to our terms and conditions for "online@hsbcamanah" such as the imposition of or increase in charges and the increase in customer's liability for losses for which advance notice will be given, the content and services found on our Internet Site may change at any time without notice.

Reliable and quality service

HSBC Amanah Malaysia Berhad is committed to providing reliable and quality services at all times. We ensure that all staff involved in providing the "online@hsbcamanah" services have the necessary expertise and skills required of them and that we have sufficient resources to run and support "online@hsbcamanah" and address any related security and privacy concerns that our customers may have.

Prompt response to enquiries and complaints

We are committed to providing the highest level of service to you. However, we welcome any enquiries, feedback and complaints as they will help us identify any weaknesses in the services we provide and/or the systems we have and thus help us work towards improving our said services and / or systems.

We will use reasonable endeavours to ensure that all customer enquiries, feedback and complaints are dealt with efficiently. If you have any comments, concerns or complaints, you may write to us by post or by hand.

Automatic log-off

If you leave your on-line system idle for more than 10 minutes, your "online@hsbcamanah" sessions will be automatically terminated to prevent unauthorised access.

Security tips

You play a significant role in your own security. You should therefore, keep two pieces of key data confidential at all times your Internet Banking ID and password. Please refer to our Internet Banking FAQs and/or Clause 5 of our Terms and Conditions for "online@hsbcamanah" for further details on how to ensure that your account with "online@hsbcamanah" is secure.

Contact us

You may contact us in writing and delivered by post or by hand and addressed to:


Manager Public Affairs
HSBC Bank Malaysia Berhad
10th Floor, North Tower
2 Leboh Ampang
50100 Kuala Lumpur


send us an email via our contact us page or a secured email if you have registered for "online@hsbcamanah".

Credit Cards-i

HSBC Amanah Bank Malaysia Berhad ("HSBC Amanah") Cardholder Agreement

Effective date : (Latest version)

Non Financial Disclosure

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