In this section you can find out what we do to protect you, how to protect yourself and who to contact if you spot online fraud.
When you bank online with HSBC, you're protected by our global security network and by advanced security technology.
Find out what steps you can take to protect your computer from hackers, viruses and spyware. And learn how to stay safe online when you bank, browse and shop. You can also read tips on how to prevent card and identity theft and how to recognize online fraud.
You should contact us immediately if you suspect someone has used your account or credit card fraudulently. We have 24-hour international helplines for HSBC account fraud, HSBC credit card fraud and for non-HSBC customers to report suspicious activities linked to our name.
Learn more about cyber security and how to stay safe online at the Government of Canada’s website.
We work with you to protect your account information. Under our Security Guarantee, we will fully reimburse you for unauthorized transactions conducted in your personal accounts through HSBC Online Banking or HSBC Canada Mobile Banking if you have met your security responsibilities.
We do everything we can to prevent online fraud and to keep your personal information and your money safe.
From account monitoring to encryption and password protection:
- Instant access to statements online - eStatements contain the same information as paper statements
- No risk of identity theft - By switching to paperless banking you avoid the risk of identity theft
Global security network
To protect your account, we have a global network of security experts who work to identify threats and investigate suspicious activity. If we see something unusual that doesn't fit your banking profile, we'll try to stop the transaction from being completed – and contact you to check if it's valid.
If we discover that someone has used your account to make unauthorized payments or transfers, we'll take immediate action to minimize the impact on you. This action may include blocking transactions, suspending your account temporarily or closing your account and opening a new one.
We use advanced security systems and software to protect your account from unauthorized use.
Log on security
You choose your own log on details when you register for Online Banking – which makes them unique, secure and easy to remember. Each time you log on, you'll be asked for your username and a unique code your personal HSBC Security Device will generate.
If you forget your HSBC Security Device, don't worry, you can use your password to log on. We also use an automatic time-out feature that ends your Online Banking session if you forget to log out – so your details aren't left on your computer.
HSBC takes information security seriously and we want to ensure the handling of our customers’ data is protected using high security standards.
As part of our continuous drive to improve information security online and protect sensitive customer information from unintended users, HSBC will introduce new security measures to its Online banking service. Sensitive data such as Mastercard account numbers will be partially masked on your account summary screens. All other information will not be affected.
HSBC Security Device
As the name suggests, this device is like a front door key for your HSBC Online Banking. It uses advanced technology to give you a unique passcode every time you log on and make a transfer or payment.
Throughout history, people have always looked for ingenious ways to protect their treasure. It's the same online. We take online security very seriously. HSBC Security Device is another way to protect your personal treasure.
Learn more about HSBC Security Device
When you manage your HSBC Bank Canada accounts online, advanced encryption software stops anyone from accessing your information when it passes between your computer and our secure systems. You know you're in a secure, encrypted area when you see https in the web address – and the locked padlock symbol in your browser status bar at the bottom of the page.
There are two types of firewall. A personal firewall protects your computer from hackers and viruses. Network firewalls protect private networks – and let you control who can access them.
At HSBC Bank Canada we use network firewalls to protect your personal information and account details. To protect your computer, you should activate the firewall in your operating system – or install a separate firewall if your system doesn't have one.
Digital certificates are ID cards for web pages. They contain a company's name, a unique serial number and a digital signature – so you can check that the page you're viewing is legitimate.
HSBC Bank Canada’s Extended Validation digital certificate turns the address bar in your browser green. To see the digital certificate, click on the locked padlock symbol in your browser status bar at the bottom of the page – or on the green address bar at the top.
Card fraud protection
We take a number of preventive measures to protect you against card fraud.
- If your card is lost or stolen, at home or overseas, contact us immediately and we'll cancel it immediately and issue a replacement.
- Our advanced fraud detection system monitors your account for any unusual activity.
- Chip & PIN technology (where available) stops your card details from being copied and prevents anyone using your card without your PIN.
Top 4 security tips
- Keep your passwords and security details safe, so no one else can access your online accounts.
- Download security updates and patches for the computer programs you use.
- Update your anti-virus software regularly to protect your computer against attacks from new viruses.
- Install a personal firewall to block hackers and to stop spyware from recording the personal information you enter online.
How we protect you
How to protect yourself
Know your responsibilities
2 You agree to be liable for any losses except those that occur after you notify the bank that you suspect the Secret Code might be known or that any unauthorized use or fraud of an account or service may be occurring.
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