Mobile Easy Pay" frequently asked questions:

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1 Mobile Easy Pay" frequently asked questions: A. About HSBC Easy Pay 1. Who can use HSBC Easy Pay? Most of the HSBC Personal Internet Banking customers can use HSBC Easy Pay. To be eligible for using HSBC Easy Pay, HSBC Personal Internet Banking customers have to be the sole account holder of at least one of the following HSBC accounts: HSBC Premier, HSBC Advance, Personal Integrated Account, HKD Statement Savings Account, HKD Current Account, Super Ease Account, University Student Account, Cash card Account and Revolving Credit Facility Account. HSBC Easy Pay will be available to some customers at a later stage. For example, we aim to extend the service to customers who only have a HSBC Passbook Saving Account or Joint Account by the end of Which mobile devices support HSBC Easy Pay? All mobile devices (including Android tablets) which support the HSBC Mobile Banking app automatically support HSBC Easy Pay, except the ipad. The HSBC Easy Pay service is not currently available on the ipad. 3. Does it cost anything to use HSBC Easy Pay? HSBC Easy Pay is free of charge for both payment sender and receiver. No fee will be incurred for downloading or using HSBC Easy Pay, which is part of the HSBC Mobile Banking app. However, data charges from your mobile service provider may apply. 4. Do I need to register to use HSBC Easy Pay? If you want to make payments via HSBC Easy Pay, you will need to register for the service via the HSBC Mobile Banking app. You can, however, receive payments through HSBC Easy Pay without having registered for the service. (Please refer to Q19 for eligibility of receiving payment via HSBC Easy Pay) B. Registration 5. Who can register for HSBC Easy Pay? To register for HSBC Easy Pay, you need to: 1. Be an HSBC Personal Internet Banking customer 2. Have a mobile number which is exclusively used by you and is not jointly used with anyone as contact details in the bank record 3. Have a valid address in the bank s records 4. Hold an eligible HKD sole account*

2 * Please find below a list of eligible accounts: a. HSBC Premier Savings Account b. HSBC Premier Current Account c. HSBC Advance Savings Account d. HSBC Advance Current Account e. Personal Integrated Savings Account f. Personal Integrated Current Account g. HKD Statement Savings Account h. HKD Current Account i. Super Ease Account j. University Student Account k. Cash card Account l. Revolving Credit Facility Account 6. Can I register for HSBC Easy Pay through Personal Internet Banking or at a Branch? No. To register for HSBC Easy Pay, please log on to the HSBC Mobile Banking app, then select P2P Payment on the HSBC Easy Pay menu. You can begin making payments immediately once the registration is completed. A Security Device is required for registering for the service. 7. How do I know if I have registered for HSBC Easy Pay? You can log on to the HSBC Mobile Banking app, select P2P Payment on the HSBC Easy Pay menu. If you have not yet registered for the service, you will see an introductory page directing you to the security code input page. If you have already registered for the service, you will see the Payment page for sending payments. (Customers who have previously clicked the Show next time button may still see the above-mentioned introductory page.) 8. My mobile number/ address shown on the screen during registration is not correct. How can I update this? The mobile number and address shown on the screen is from the bank s records. To update these, you will need to change your contact information by visiting the full website. Log on to Personal Internet Banking, then select "Maintain My Details" under "My HSBC". The updated information can be used to register for HSBC Easy Pay within 2 working days after the update. 9. What will HSBC Easy Pay use my mobile number for? Your mobile number will be used to link you to HSBC Easy Pay, so you can send and receive payments using the service. It will also be used to send you SMS notifications when you have successfully registered for the service, sent/received a payment, or changed your HSBC Easy Pay settings. 10. What will you use my address for? Your address will be used to notify you when you have successfully registered for the service, sent a payment, or changed your HSBC Easy Pay settings.

3 11. What is the payment limit? The payment limit is the maximum total amount you can send through HSBC Easy Pay in 2 consecutive days. You can choose to set your own payment limit, up to a maximum of HKD3,000 on 2 consecutive days (from 00:00 on the previous day to 23:59 on the current day, Hong Kong time). You can also change your payment limit later using Settings on the HSBC Easy Pay menu. The HSBC Easy Pay payment limit is a standalone transfer limit which is not subject to the maximum daily transfer limit (i.e. HKD400,000) shared by all channels for non-registered accounts. 12. Why I am required to verify my mobile number using a one-time password during registration? Your mobile number, which is in the bank s records as part of your contact information, may also be used by a friend or family member of yours as contact information kept by the bank. If your mobile number is used solely by you, simply follow the on-screen instructions to verify it using the one-time password we send you through SMS, then continue to register for the service. C. Payment 13. How do I make a payment using HSBC Easy Pay? Log on to the HSBC Mobile Banking app, then select P2P Payment on the HSBC Easy Pay menu. Either manually enter the payment receiver s mobile number or select it from your mobile contacts and then enter the payment amount. You may also enter note for the payment for your own reference. 14. Is a Security Device required for making payments? No, a Security Device is not required for making payments. 15. Can I make payments to a receiver whose mobile number is not a local mobile number? Yes. You can make payments to a receiver whose mobile number is either a local or overseas mobile number (with country code) in HSBC s or Hang Seng Bank Limited's bank record, provided that the receiver is eligible to receive payments through HSBC Easy Pay, as stated in Q How do I find out what my up-to-date remaining payment limit is? You can refer to the remaining payment limit displayed on the P2P Payment input page to find out how much more money you can send as at current day. Your remaining payment limit is the payment limit you have set for this service minus the amounts you have paid from 00:00 on the previous day to the present moment. 17. Why does HSBC Easy Pay need to access my mobile contacts? This is done for the sole purpose of allowing you to select a payee from your mobile contacts, so that you do not need to input the payee s mobile number manually.

4 18. How can I make sure a payment is sent to right person? Please make sure the mobile number selected or entered is correct and identical to the one kept by HSBC or Hang Seng Bank Limited. A mobile number that has been updated in HSBC s bank records will be effective within 2 working days (via Phone Banking or Personal Internet Banking) / 8 working days (via other channels) after the update. And a partially masked payee s name from HSBC s or Hang Seng Bank Limited's bank records will also be displayed on the Verify page for your verification. 19. Why is my Payment Limit reset to zero? For your security, your payment limit will be automatically reset to zero if: 1) You have not logged on to Personal Internet Banking or Mobile Banking during the last 6 months. OR 2) You have not made any P2P payment using HSBC Easy Pay during the last 13 months. 20. If I have updated my mobile no., when can the updated mobile no. be used for HSBC Easy Pay? If you have updated your mobile number in the bank s records, the updated number can be used for sending payments through HSBC Easy Pay within 2 working days (via Phone Banking or Personal Internet Banking) or 8 working days (via other channels) after the update. If you see an error message (i.e. Code: P2PS11) while trying to use the service after a mobile number update, it is because the bank s records and the HSBC Easy Pay settings are being updated. Please try again after the above-mentioned lead time has passed. 21. Why I am required to verify my mobile number using a one-time password while making payment? Your mobile number, which is in the bank s records as part of your contact information, may also be used by a friend or family member of yours as contact information kept by the bank. If your mobile number is used solely by you, simply follow the on-screen instructions to verify it using the one-time password we send you through SMS, then continue with the payment. 22. Why I am advised that the recipient is required to go to Settings to verify his/her mobile number before receiving my payment? (Error code: P2PP12) To become eligible for receiving payments, the recipient needs to verify his/her mobile number using a one-time password sent via SMS. If the recipient is the owner of the mobile number, he/she can simply log on to the HSBC Mobile Banking app, select Settings under the HSBC Easy Pay menu, then follow the onscreen instructions to verify his/her mobile number using the one-time password sent by us through SMS. Once the mobile number is verified, you can proceed to complete your payment to the recipient. D. Receive Money 23. Who is eligible for receiving money through HSBC Easy Pay? Payment receivers do not need to register for the service, but are required to: 1. Be an HSBC Personal Internet Banking or Hang Seng Personal e-banking customer

5 2. Have a mobile number which is used as contact of yourself only and is not jointly used with your family/friends in HSBC or Hang Seng Bank Limited s bank record 3. Hold an eligible HSBC or Hang Seng Bank HKD sole account* * Please find below a list of eligible HSBC accounts: a. HSBC Premier Savings Account b. HSBC Premier Current Account c. HSBC Advance Savings Account d. HSBC Advance Current Account e. Personal Integrated Savings Account f. Personal Integrated Current Account g. HKD Statement Savings Account h. HKD Current Account i. Super Ease Account j. University Student Account k. Cash card Account l. Revolving Credit Facility Account Below please find list of eligible accounts in Hang Seng: a. Prestige Banking HKD Savings account b. Prestige Banking HKD Current account c. Preferred Banking HKD Savings account d. Preferred Banking HKD Current account e. Green Banking HKD Savings account f. Green Banking HKD Current account g. Integrated Account HKD Savings account h. Integrated Account HKD Current account i. HKD Statement/ATM Statement Savings account j. HKD Current Account 24. In which account would the payee receive payments made via HSBC Easy Pay? HSBC / Hang Seng Bank Easy Pay registered users: Payments will be credited to the account linked to the Easy Pay service. Non-registered users: Payments will be credited to the payee s default HSBC or Hang Seng Bank HKD sole account (as per the order of preference for default accounts listed in Q19 above). HSBC customers can log on to the Mobile Banking app, then select Settings on the HSBC Easy Pay menu to change the default account If the receiver holds eligible accounts with both HSBC and Hang Seng Bank Limited, the money will be credited to the receiver s account maintained with the same bank from which the payment is issued. For example, if the payment is made through HSBC Easy Pay, it will be credited to the receiver's HSBC account. For both HSBC and Hang Seng Bank Easy Pay registered users: Payments will be credited to the account linked to the Easy Pay service and maintained with the same bank from which the payment is issued. For example, if the payment is made through HSBC Easy Pay, the money will be credited to the receiver's HSBC account. 25. How do I know if someone has sent me a payment?

6 After a payment has been sent to you successfully, an SMS message will be sent to the mobile number that you maintain with the bank to notify you that you have received a payment and which account it has been credited to. 26. How can I check which is my pre-set account for receiving payments? You can log on to the HSBC Mobile Banking app, then select Settings on the HSBC Easy Pay menu to check which account is default for receiving payments through HSBC Easy Pay. Remark: Payment receivers who are Hang Seng Bank customers should contact Hang Seng Bank to find out which account is their default accounts. 27. Can I change my default account? Yes. You can log on to the HSBC Mobile Banking app, then select Settings on the HSBC Easy Pay menu to change the default account for receiving payments through HSBC Easy Pay. Remark: Payment receivers who are Hang Seng Bank customers should contact Hang Seng Bank to find out how to change their default accounts. 28. If I have just updated my mobile no., can it be used to receive payments through HSBC Easy Pay immediately? If you have updated the mobile number you maintain with HSBC, the updated number can be used for receiving payments through HSBC Easy Pay within 2 working days (via Phone Banking or Personal Internet Banking) or 8 working days (through other channels) after the update. If the sender sees an error message (i.e. Code: P2PP09) while trying to use the service after the receiver s mobile number update, it is because the bank s records and the HSBC Easy Pay settings are being updated. Please try again after the above-mentioned lead time has passed. E. Transaction History / Settings 29. Where can I check my HSBC Easy Pay transaction history? You can log on to the HSBC Mobile Banking app, then select Transaction History on the HSBC Easy Pay menu to review the payments you have successfully made and received through HSBC Easy Pay during the last 9 weeks. Like other account transactions, HSBC Easy Pay transactions will also be shown on your account statements as well as personal internet banking and mobile banking account transaction histories, including partially masked senders mobile numbers / payment receivers mobile numbers. 30. How can I change my HSBC Easy Pay settings? Simply log on to the HSBC Mobile Banking app anytime, then go to Settings on the HSBC Easy Pay menu to change the payment limit and account linked to the service. To update the mobile number or address linked to the service, please visit the full website, then log on to Personal Internet Banking, and select "Maintain My Details" under "My HSBC" to update your bank records. Your HSBC Easy Pay will be automatically updated with the new information within 2 working days after the update.

7 31. When will the updated settings become effective? Any changes made in Settings will be effective immediately. 32. Is a Security Device required for changing my HSBC Easy Pay settings? A Security Device is only required for increasing your payment limit or to register for the HSBC Easy Pay service. 33. How do I know what my payment limit is and which account is linked to the service? You can log on to the HSBC Mobile Banking app anytime, then select Settings on the HSBC Easy Pay menu to check your payment limit and which of your accounts is linked to the service. 34. How far back does the Transaction History go? You can review all the transactions made during the last 9 weeks in the HSBC Easy Pay Transaction History. 35. How do I allow HSBC Easy Pay to access my phonebook contacts? iphone or ipod Touch users, please go to Settings on your device, select HSBC, and tap the button next to Contacts. Normally, on Android devices running Android OS version below 6.0, access to mobile contacts is granted during app installation. This cannot be changed again the app is deleted and re-installed. Android devices running Android OS version 6.0 or above, access to mobile contacts can also be granted using the application settings. Depending on the Android device being used, the above procedures might vary. 36. Why I am required to verify my mobile number using a one-time password when I want to change my service settings? Your mobile number, which is in the bank s records as part of your contact information, may be used by a friend or family member of yours as contact information kept by the bank. If your mobile number is used solely by you, simply follow the on-screen instructions to verify it using the one-time password we send you through SMS, then continue to change your settings. Issued by The Hongkong and Shanghai Banking Corporation Limited