HSBC Russia

The world's local bank

Frequently Asked Questions

What is Internet Banking?

Internet Banking is a simple way to do many of your banking transactions using your PC and the Internet (subject to minimum browser restrictions). The advantages? No banking hours, no queues. Just banking from wherever you are connected, safely and securely. It's easy, convenient, and best of all, it's available to you at any time.

Which banking transactions can I do via Internet Banking?

Internet Banking offers you total control of your money, worldwide. Wherever you're logged on, you can view your accounts and make everyday transactions 24/7:

view the balances of your accounts and credit cards;
move money between your own current and saving accounts or make payments to any other account worldwide;
open new term deposit in Russian roubles, US dollars and euro;
download your account transaction history to Microsoft Money® and Quicken®;
send and receive secure messages;
create, change and delete regular payment instructions;
personalise your Alert services, including payments, mini statements and balance warnings;

What are the requirements for me to use Internet Banking?

You need an account with OOO HSBC Bank (RR).
You need a PC or a Mac, Internet access and the correct browser software. PC browser: Firefox** or Microsoft® Internet Explorer version 6 or 7*. Mac browser: Firefox** 1.5 or above (we no longer support Microsoft® Internet Explorer on a Mac as Microsoft® have ceased support for this browser).
Colour display, minimum pixel resolution 800 x 600.
Internet connection (minimum speed 56kbps).

Please note: some customers may experience difficulties connecting to our service via a Local Area Network. Unfortunately, due to the nature of Local Area Networks we are unable to provide technical support for any problems that you may experience in this case.

* The latest version of this software can be downloaded from the Microsoft® website at www.microsoft.com. Any installation difficulties should be referred to Microsoft® in the first instance.

** The latest version of this software can be downloaded from the Mozilla website at www.mozilla.com. Any installation difficulties should be referred to Mozilla in the first instance.

It may be possible to access our internet banking service using other browsers or versions but please be aware that this will potentially impact internet banking security levels and you are strongly advised not to do so.

Are there fees for using Internet Banking?

There are no fees for using Internet Banking. However certain transactions and some services performed through Internet Banking are chargeable. Please refer to the tariffs section.

When can I access Internet Banking?

Internet Banking is available 24 hours a day, 7 days a week, which allows you to do your banking when and where you want.

Is Internet Banking compatible with Microsoft Money® or Quicken®?

Yes. You can download your banking transactions from Personal Internet Banking using a QIF file format, then import the file into personal financial management software such as Money® or Quicken®.

What languages does Internet Banking support?

Internet Banking is available in Russian and English versions. There is an option to change the language at any time while you are logged on to Internet Banking.

How long will my Money Transfers take?

We will process your instruction on the same business day (as long as your instruction is submitted before the close of the business day). Local transfers will take 2-3 business days, International transfers will take between 5 and 7 business days.

Troubleshooting

Why does a pop-up window with security information appear occasionally after I click on a link?

This is a common occurrence in all browsers when the user leaves a secure website for a non-secure one. Some links in Internet Banking direct you to the HSBC Bank website, and your browser may ask if you want non-secure items to be displayed when you click on those links. Simply click Yes to continue your Internet Banking session.

Why can't I see some text on the right side of the screen?

Check to make sure you have maximised your Internet Banking window. The middle icon on the top right hand corner (containing the 3 icons ) should show 2 square boxes, one in front and slightly to the left of the second box. If it only shows 1 square box , click on it to maximise the window.

Displaying your text in a smaller size would help fit more words in the window without scrolling. For Internet Explorer browsers, go to View in your menu bar and select Text size - Medium. This should be small enough for most text to fit in the window without scrolling. For Netscape browsers, go to View and click Decrease font until most of the text fits within the window.

We recommend viewing your Internet Banking session in a minimum screen resolution of 800x600 pixels. To do this, go to Start in your Windows menu bar. Select Settings and then Control Panel. Double click on Display and select the Settings tab. In the section labelled Desktop area, adjust the bar until you see 800x600 pixels displayed just below the arrow. A resolution higher than this (1024x768 pixels) would also be fine although everything displayed would be smaller.

Why can't I print using the Print button from my Internet Banking session on my Macintosh computer?

The Print button does not work if you are using a Macintosh computer. Use the Macintosh print function instead or press Mac command + P to activate the Print command.

Why do I have a problem trying to logon to Internet Banking now whereas I didn't have a problem before?

You may have to clear your browser's cache to help solve the problem.

For Internet Explorer browsers, go to Tools on the tool bar and select Internet Options. In the General tab under the section on Temporary Internet Files, click Delete files and OK. Close and open your browser and try to logon to Internet Banking again.

For Netscape browsers, go to Edit on the tool bar and select Preferences. Under the Categories list, click on the plus sign next to Advanced to open the sub-categories. Select Cache and click on the Clear Memory Cache button and then OK. Click on Clear Disk Cache and then OK. Finally click OK. Close and open your browser to try to logon to Internet Banking again.

Security

The security of your personal information and your online banking transactions is of the utmost importance to HSBC. We maintain strict security standards and procedures to prevent unauthorised access to your information.

128-Bit SSL Encryption

HSBC requires the use of 128-bit Secure Socket Layer (SSL) Encryption, with all Personal Internet Banking applications and online application forms, which is the industry standard encryption used for internet banking applications. Encryption converts your data (i.e. when you apply for a loan or credit card at HSBC or when you use Internet Banking) into an encoded form before it is sent over the Internet. The encryption helps keep your information private between the bank's computer system and your Internet browser.

Internal Systems Encryption

HSBC employs multiple levels of encryption with multiple encryption algorithms on and between internal systems to help ensure your data is kept secure and inaccessible to unauthorised users.

Firewalls

HSBC uses firewalls to block potentially destructive information from entering our computer systems and to prevent unauthorised access. Firewall software can be installed on business and home computers as a barrier against hackers and viruses.

Digital Certificates

To protect your computer and your account information when using Personal Internet Banking, OOO HSBC Bank (RR) uses Digital Certificates to allow you to ensure you are communicating with HSBC. When you log on to Personal Internet Banking, your browser challenges the HSBC website to prove its identity using digital certificates. Your browser can verify the certificate and will alert you if the website is not HSBC. When logging on to HSBC, you should always ensure that this identity check has occurred. For instance in Microsoft® Internet Explorer, ensuring that the yellow lock is present on the lower left hand corner of the browser and double-clicking it allows you to view the digital certificate of the website your browser has verified.

Virtual keyboard

OOO HSBC Bank (RR) is committed to safeguarding your sensitive financial information. We have introduced a virtual keyboard, needed to access Internet Banking. By using this virtual keyboard for inputting your Password and memorable answers, your online security is increased.

Your Internet Banking Session

To make accessing your OOO HSBC Bank (RR) accounts more secure, we require that after obtaining your Personal Banking Number, you create your personal identification question and response, and your password to log on to HSBC's secured Internet Banking site. This information is then authenticated by HSBC's system to verify your identity before providing account access. Your personal identification question and answer is a key element to differentiate HSBC from “phishing” sites. The random challenge password feature protects your password from being captured by keystroke logging tools that are planted into your home PC through virus attack.

Log On Attempts

For added security, we protect your online banking access by tracking the number of logon attempts. After a number of incorrect personal identification response attempts, we will disable your online access temporarily. You may either try to log on again after several minutes or contact HSBC to re-establish access by phone. After further incorrect password attempts, we will immediately disable online access. Should this happen, you will need to contact HSBC to re-establish access by phone.

Session Time-out

For your protection, HSBC includes a Session Time-out feature for your online banking session. If your Internet Banking session remains idle for a given time, your session automatically ends. This helps to protect your accounts from unauthorised access if your PC is left unattended or you have not logged-off from your Internet Banking session.

Secure Email

To protect any private information you may send to us via email, HSBC provides a secure email feature within Internet Banking so that your correspondence and your information remains between you and HSBC.

Important Note: If your Internet Banking password has been compromised, please immediately contact us.

© OOO HSBC Bank (RR), 2010. All Rights Reserved.