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Security Information | Help and Support - HSBC VN From 27 November 2024, the new versions of our app will no longer work on older versions of operating systems on Android and Apple devices. To continue to enjoy the latest features on your HSBC Vietnam app, please update your device's operating system to aOS 9 or iOS 15.0 or above. Skip page header and navigation Latest offers with HSBC Premier Premier support for overseas education Articles about studying abroad HSBC Premier World Mastercard® Credit Card Spend Instalment on HSBC Vietnam App Investment Linked Insurance Product - Pru-Flexinvest Financial Planning Foreign Exchange Special offers for study abroad Global View and Global Transfers HSBC International Student Program Financial wellbeing management Get sign-up gifts worth up to VND3.5m with your new HSBC TravelOne Credit Card Apply for an HSBC Cash Back Credit Card and get up to VND 2 m cashback! Live it up with an HSBC Live+ Credit Card – enjoy up to VND2.8m worth of sign-up gifts Pay no annual fee when you spend with your HSBC LiveFree Credit Card Latest offers with HSBC Premier Premier support for overseas education Articles about studying abroad HSBC Premier World Mastercard® Credit Card Spend Instalment on HSBC Vietnam App Investment Linked Insurance Product - Pru-Flexinvest Financial Planning Foreign Exchange Special offers for study abroad Global View and Global Transfers HSBC International Student Program Financial wellbeing management Get sign-up gifts worth up to VND3.5m with your new HSBC TravelOne Credit Card Apply for an HSBC Cash Back Credit Card and get up to VND 2 m cashback! Live it up with an HSBC Live+ Credit Card – enjoy up to VND2.8m worth of sign-up gifts Pay no annual fee when you spend with your HSBC LiveFree Credit Card Here to help you stay safe and secure. Protect your personal information Regularly check bank statement How to report a scam or fraudulent activity If you receive a suspicious-looking email/ SMS purporting to be from HSBC, please do not click on any links or do not reply; forward it to [email protected], delete it and empty your deleted items. If you are unsure of the validity of any request purporting to be from the bank, suspicious of information leak or other enquiries, please contact: Personal Banking customers: 37 247 247 or 62 707 707 Operating 24/7 for lost or stolen Card or token, dispute transactions or Card related complaints Operating from 8:00 A.M. to 10:00 P.M. daily for other matters. PlatinumCash Back,HSBC Live+ and TravelOne Credit Card holders: 37 247 248 Operating 24/7 Premier customers: Please contact your Relationship Manager or call 37 247 666 Operating 24/7 Fraudsters call or send you a text pretending to be your bank or another trusted organization. They may tell you that there has been fraud in your account and ask you to share or update personal details. Emails are sent by fraudsters to encourage you to share personal details or to click on fake links containing malwares. These links may lead you to fake maps and updated figures of COVID-19 spread, or the fraudsters may pretend to be a doctor from the World Health Organisation . Phishing involves an email message being sent out to as many internet email addresses as possible, claiming to come from a legitimate organization such as a bank, online payment service, online retailer, etc. The objective is to induce unsuspecting recipients, who happen to be customers of the legitimate organization being imitated, to respond to the email and to provide the information being requested. This information may include: date of birth, logon information, account details, credit card numbers, PIN numbers, etc. Many of the email messages include a threat that failure to update or validate will result in, for example:, the account being frozen, or closed. The email will contain a link that takes you to a spoof web site that looks identical, or at least very similar, to the organization’s genuine site . In some cases, when the link in the email is clicked, the genuine site is accessed, but is overlaid with a smaller window with the spoof site, making it more believable. Clicking on a link may also download malicious software, known as spyware onto your PC which will record your use of the internet and forward this information, and possibly a log of your keystrokes, to the fraudster. The fraudsters will use this financial information to compromise bank accounts, credit cards, etc. This involves unsolicited letters and e-mail messages offering the recipient a generous reward for helping to move large sums of money, usually in US dollars. These funds are said to be anything from corporate profits, accumulated bribes or unspent government funds to unclaimed money belonging to a deceased person. The fraudsters are trying to obtain your banking details. The transactions typically require the recipient of the letter or e-mail message to pay something like a fee/tax/bribe to complete the deal – this is the advance fee. However, any fees paid will be lost. This involves letters or e-mail messages which advise the recipient that they have won a prize in a lottery. To obtain the funds, they are asked to respond to the letter or e-mail message. A request will then be made for the recipient to provide his bank account details to allow for funds to be transferred. The recipient may also be asked to pay a handling/processing fee. If paid, this fee will be lost. Also, any details given will probably be used to commit further fraud. Once the fraudsters have collected financial information of individuals via phishing, they are then in a position to abuse this information and steal money from the compromised accounts. In order to cover their tracks, however, they recruit unsuspecting individuals to act as go betweens by placing a variety of tempting job adverts on the Internet promising the chance to earn money quickly without expending much effort.These recruits are known as mules. The bank accounts of the mules will be used to accept transfers of money from the compromised accounts.The mules will be asked to withdraw the money from their accounts in the form of cash and forward it, minus their commission, to the fraudsters using an international money transfer agency.The fraudsters can therefore maintain their anonymity, but there is a trail to the phishing mules, which can be followed by the authorities. Be very careful about job offers which involve the acceptance and release of funds to a bank account in return for commission. Mules recruited by phishing fraudsters are money laundering and are likely to face criminal prosecution. Authentic-looking websites created by Internet fraudsters that look like respectable websites, such as ours. People are often attracted to these sites through phishing emails , which urgently ask for personal and confidential information. Won't show the padlock symbol in the address bar when you log on. Are poorly designed, with typos or bad spelling and grammar. Have a different look and feel than the company's regular website. Carefully review the SMS even if it comes from the Brand Name Bank. HSBC will not ask or request your personal information, OTP, or Login to your account via SMS or Email. Do not rush to take immediate action or follow instructions in the message. Check the link before signing in. You can only access HSBC internet banking viahttps://www.hsbc.com.vn/security/ Always type www.hsbc.com.vn directly into the browser’s address bar. Do not access your internet banking account directly through hyperlinks embedded in e-mails. Contact Bank’s hotlines to check if it’s genuine in case you are unsure. Feedback to Bank or local authorities for appropriate action. Phishing emails with virus attachment from a fake HSBC UK email HSBC Bank Ltd. has recently been made aware of a number of phishing emails impersonating HSBC Bank requesting customers to down-load the virus attachment from which virus will be spread to your PCs/ smart phones. In order to proactively prevent phishing and protect your interests, you are highly recommended to: Be vigilant with e-mails requesting you to click on a link to view the account balance, payment details from which virus is spread to your PC/ smart phone. You are also recommended to delete unnecessary emails and all copies from your system. Be vigilant with e-mails requesting your personal information. Do not provide or share any personal information such as Personal Identification Number , Internet Banking Password, Phone Banking PIN, Credit Card numbers, Account Information upon any third parties' request. Never follow a link within an e-mail to start an HSBC Internet Banking session. Instead, key in directly to the browser address bar our URL to access our secured Internet Banking site. If there is any potential phishing identified, you should immediately report it to the authorities or HSBC Customer Service Hotline at 37 247 247 or 62 707 707 for prompt assistance. You are also encouraged to notify your family and friends of this fraudulent alert to deter these behaviours. Never respond to email messages that request personal or financial information and never click on a link in such an email. HSBC will never ask for your logon details and personal information for internet banking, phonebanking or ATM services. These include your Username, Password, PIN, security code, account number, identification/ passport number, address, phone number, etc. Do not speak out the Password, PIN or security code during the call, as no call centre representative will ever ask for this over the phone. If you have forgotten your Password or PIN, a few questions relating to your personal information, NOT your Passwords or PIN, will be asked for authentication. Log on directly from your browser. This will avoid you from being sent to a false site. Remember: No email from HSBC will contain a hyperlink to our logon page. Contact us if have any concerns or misgivings about something purporting to be from our Bank. It is a computer software program that gathers information about a computer user, in most cases without the user's knowledge or informed consent. It then transmits the collected information to a third party who can potentially manipulate the information. Such software program may claim to be able to speed up your internet connections but in fact redirects your internet session through their own servers. This means that Spyware has the ability to gain access to your passwords, PINs, credit card numbers and other personal transactional details. Spyware is not the same as a virus in that it only records what you do rather than altering how your machine works. Because of this anti-virus software is not effective in identifying and removing spyware. In order to find out if spyware is present on your PC, it is necessary to download and run specific anti spyware programs. Examples of anti-spyware security software products available at present are eTrustTM PestPatrol@, Anti-Spyware, McAfee, Spybot Search and Destroy, AdAware, Spyware Eliminator, Spyware Doctor and Microsoft antispyware. We strongly recommend that you install and use a reputable product to protect against the possible security threats of spyware on your PC. Do not download any freeware onto the computer that you access internet banking with. Your anti-virus software should be updated on a regular basis with the latest virus definition files. Run an anti-virus software program and/or anti-spyware software before you download other programs or open e-mails. If you think that you have installed such software in your PC, you may wish to seek professional IT advise on steps to be taken to uninstall the software from your PC. A type of computer virus that is a computer program masquerading as another program. It appears innocent, but your files could be damaged or erased if you open the program. Install anti-virus software, a personal firewall and security patches Always run an anti-virus software program before you download other programs or open emails Update your anti-virus software Anything you type on a computer can be captured and stored. This can be done using a hardware device attached to your computer or by software running almost invisibly on the machine. Keystroke logging is often used by fraudsters to capture personal details including passwords. Some recent viruses are even capable of installing such software without the user's knowledge. Fraudsters use sophisticated tactics to access your financial details and passwords, creating bogus links, for example fake donation and untrusted retailer web pages, as well as fake pop-ups. Scammers pretend to be your mobile operator to contact you and offer a support to convert 3G sim into 4G sim. If you agree to convert, they will send SMS/calls requesting to follow further steps which is actually the process of reversal from your 3G sim to 4G sim of the scammer. If you follow the instructions, the scammer will be allowed to use your phone number. Scammers obtain your name and mobile phone number and request your mobile operator for a replacement SIM card by pretending to be you – claiming loss or malfunction of SIM. The mobile service provider deactivates your existing SIM and issues a new one. The scammer now receives all confidential bank notifications, including OTPs. Only make any request for the convert at your mobile service provider's stores or follow the process instructed on your mobile service provider's website. Contact your mobile operator immediately if you stop receiving calls or texts for unknown reason or if your phone displays a "SIM not registered" or similar message. These messages seek to exploit customers by telling you that there has been fraudulent or abnormal activities in your account and ask you to access the provided fake links containing malwares to obtain sensitive information such as username, passwords or accounts / credit card details. Understand how criminals use the internet Criminals are in it for the money. There are many ways for them to make money online. They may: Steal your passwords and bank details with viruses, fake e-mails and fake websites Ask you to provide security details Send spam with bogus offers and products Take over your computer and use it to attack other people's computers Use viruses to display unwanted adverts on your PC We take your internet banking security and privacy very seriously. Protecting yourself and your money takes a bit of know-how and the right software. Always question uninvited approaches Instead, contact the company directly using an email or phone number that you can check is genuine. If it's too good to be true, it probably is. When it comes to protecting yourself and your money on the internet be wary of ridiculous deals. Criminals may contact you by e-mail, through websites you use, via SMS or even by phone. It pays to be on your guard because they can be quite convincing. Here are some warning signs: Big promises. “You have won the lottery” Big threats. “Your account has been hacked” A false sense of urgency. “Act now or it'll be too late” Unnecessary secrecy. “Don't tell anyone” “Business opportunities” that involve holding or receiving money from strangers There is no reason for them to contact you. If an attachment looks suspicious, don't open it. Don't install software unless it comes from a website you trust. If it doesn't feel right, take your time. If you suspect that there is a problem with your personal or business internet banking, you can always talk to us first. Protect your personal information Change your passwords regularly. Avoid passwords that can be easily guessed and don’t use the same password for your online banking and any other websites. Tell us of any changes in your personal details . Don't share private information Double-check privacy settings on social networking sites. What's your mother's maiden name? What's the name of the first school you went to? What was your favourite subject at school? What's your address? Birthday? Phone number? All this information is useful to people who want to steal your identity or break into your personal internet banking. You wouldn't give this information away to a stranger in the street but if you use social networking sites, such as Facebook, Twitter or MySpace, you could be over-sharing personal data. You may want to think carefully about the information you put into your profiles on sites like this. It is also a good idea that you check the privacy settings on each site that you use, to make sure you only share personal information with people you trust. Keep your account details and any parts of Card information secure, i.e. do not openly disclose them. Never write down your security credentials or reveal them to anyone. Please also remember that you must take all reasonable precautions to keep your details safe and prevent any unauthorized use of any cards and security details. If any information forms part of your security details, you should make sure that you do not disclose it to anyone else – see the terms and conditions that apply to your account for more detail. Shred paper/ card no longer used Keep your paper records safe. Store your bank documents in a safe place. Always shred them when they are no longer required. If you plan to cancel a bank/credit card , immediately destroy the card by cutting it in two through the account number and the magnetic strip. Regularly check bank statement Review your bank and credit card statements for any unusual transactions or withdrawals and notify the bank immediately if you suspect any discrepancies. Viruses are bad news. They steal personal information, take over your PC, pop up unwanted adverts and they can even use your computer to attack other people's computers. You may also hear them called malware, trojans, spyware or adware. Anti-virus software protects you against all of them. You may already be using anti-virus software but to be effective, the software should be updated on a regular basis with the latest virus definition files. If you are unsure how to do this, you should refer to the program's Help function. Keep your software and browser up to date It is harder for viruses to infect updated software. The criminals who create viruses take advantage of software bugs to infect computers. Software companies fix bugs with free downloadable updates. Most modern software will check for updates automatically. It is a good idea that you install updates for your software as soon as they become available. A firewall is a program that helps protect your computer from internet-borne threats, such as potential hackers and offensive websites. A personal firewall is another small program that helps protect your computer and its contents from outsiders on the Internet. When installed, it stops unauthorised traffic to and from your PC. Protect your mobile phone and tablet devices Your mobile phone and tablet device may hold lots of personal information – take care of it. You may even use it for internet banking, downloading mobile applications and online shopping. You may want to think about: Setting and using a security PIN code Adjusting the phone settings so that it locks automatically if you don't use it for five or ten minutes Not storing passwords or other sensitive information on your phone in a way that can be understood by someone else Not storing your home phone number and address under "home" in the contact list Be wary of voicemail and text message scams Criminals may also create fraudulent mobile applications that look like ours so when you try to log on, they can steal your password. Be sure that mobile applications are downloaded from trusted app stores. Only install applications on your device from trusted app stores e.g. App Store and Google Play. Access your account from private places like home, office Always disconnect from the Internet when finished; never leave a connection on when not using the service Install a personal firewall and virus detection software on personal computers, and update them regularly to ensure protection We are constantly reviewing the ways we can help and support you. Our proactive approach includes meeting some of the world's leading security experts to discuss key issues and sponsoring joint initiatives to improve your online security. 1. Ensuring your online transactions are safe and secure. We use industry-standard security technology and practices to safeguard your account from any unauthorised access. 2. Creating secure onliane sessions When you log in to internet banking you are said to be in a secure session. You know you are in a secure session if the URL address begins with https:// and a padlock symbol appears at the top of the page as part of the address bar. Encryption Secure Sockets Layer encryption technology is used within your Internet Banking session to encrypt your personal information before it leaves your computer in order to ensure no one else can read it. Depending on your browser setting, a pop-up window will appear to notify you that you will be entering a secured page. At HSBC, we use 256-bit SSL Encryption, which is accepted as the industry standard level. Any email service within Internet Banking is similarly protected with encryption technology . If you forget to log-off after banking online, or your computer remains inactive for a period of time during a session, our system will automatically log you off. Pages viewed during a secure session are not recorded in your PC's temporary files. 5. Using many layers of security For obvious reasons we cannot disclose all of them, but the following are typically used: All our operating systems are updated with the latest security patches, Our anti-virus software is kept updated , We use firewalls to prevent unauthorized intrusion. 6. Using Two Factor Authentication to provide an extra layer of protection The Secure Key or Security Device is a two-factor authentication will help protect you from internet banking fraud. It is designed to make sure only you can access your personal information. 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 and it's one of the smallest and simplest to use. Two-factor authentication means you not only need a password or PIN, but you also need a device unique to you. 7. Using logons and passwords to make sure we're dealing with you Online access to your account is only possible once you have authenticated yourself using the correct Internet Banking ID and security details. For this reason, it is vital that you do not share your password and do not use the same password for other services After 3 incorrect attempts to logon, we disable online access to your account. To re-activate your account, you should contact our Contact centers described above. 9.Contact you for transaction confirmation Fraud Detection Team may contact you for activities or transaction confirmation performed by you. Below are the phone numbers that Fraud team may use to contact you: You can contact our Fraud Detection Team anytime at 3544 9009 or call our Contact Center 37 247 247 and request to transfer the line to us. Safety Checks at HSBC ATMS Nationwide HSBC commits to provide quality services to our customers. We have recently completed our regular maintenance and safety checks on all our ATMs country/ territory wide . All HSBC ATMs are in good condition and safe for customers' use. You might be also interested in Cyber security - Protecting yourself against online scams HSBC Safeguard - Protecting you from fraud and financial crime Write, call or send us a message Visit us at your nearest branch Find answers to your queries or contact us for further help Careers, media, investor and corporate information HSBC Group | © Copyright HSBC Bank Group 2002-2025 All rights reserved This website is designed for use in Vietnam. Cross-border disclosure