Frequently Asked Questions Dialog

Frequently Asked Questions

About this service

Why use this service?

This service allows you to submit your supporting documentation online, at any time, at your convenience. It is available to you 24 hours a day, 7 days a week.

Is this service confidential and secure?

We enable policy enforced TLS (Transport Layer Security) for all document transfers ensuring documents are automatically encrypted and are confidential. TLS is designed to prevent third parties from viewing, amending or copying your data and is commonly used on sites dealing with sensitive data.

How can I login?

To access the services you will need to input the following items- First Name, Surname, Full Post code, and Date of Birth. For example- First Name : Jane, Surname: Smith, Postcode:EN35JC, Date of Birth: 15/04/1969. Please ensure the details match the information provided in your application.

What happens to the document once it is submitted?

Documents are converted to pdf format and added to your HSBC application. Your documents will then be used to assess your application, and will be kept and used as set out in your terms and conditions.

What happens after my documents have been submitted?

Once you have submitted your documents, HSBC will review and advise next steps with your application. If we require any further documents we will contact you directly.

How will I know that this site is genuine?

You will know that 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. You will also only be given the link from HSBC team via an email or within our online application. Only customers that are required to submit documents to HSBC will can access this portal as part of our authentication process.

How to use

How do I upload my documents?

There are a number of ways you can upload your documents but you will need to ensure you have each document saved to your computer or device before you begin the process.

Follow the instructions below to upload:

• We may require documents to cover a specific time period (i.e. 3 months). This information will be displayed at the top of the page.
• You will see an option for selecting the document you will be uploading. Click ‘Select file’
• A new window will open and you will be directed to locate the file on your computer or device that you would like to upload.
• Once uploaded, you will not be able to view the document you have uploaded on the portal. This is a security step to ensure all documents uploaded are secure and safe.

Repeat these steps to upload further documents, if required and then click ‘’Send all documents to HSBC”. You will be notified on screen when your documents have been sent to us successfully

Which devices can I use?

You can use your computer, smartphone or tablet.

When using a smartphone, pages should automatically resize to fit your screen. On some devices the screen layout may not resize correctly however, changing your screen orientation to landscape can help resolve this.

Please note that due to storage access limitations on iOS devices (iPhone, iPad, etc.) only photos can be sent using these devices.

What type of files/image formats can I send?

We accept documents that have been downloaded from source (ie a pdf version of your bank statement), scanned documents, photographs and screenshots.

You can send documents in the following file formats:

• .pdf
• .doc
• .docx
• .tiff
• .jpeg
• .jpg
• .png
• .bmp
• .gif

Please note that due to storage access limitations on iOS devices (iPhone, iPad, etc.) only photos can be sent using these devices.

Can I take a picture using my device of the document I need to send while I’m uploading?

You can take a picture using your device prior to uploading. However, we recommend that you save all your documents on your device.

What evidential documents can I send using this service?

You will be advised what evidential documents we require to progress with your application. Please ensure you upload all the documents requested to prevent any delays with progressing your application.

You can upload additional documentation to support your application.

What is the maximum number of documents I can upload each time?

You can upload as many documents as you need to. Each individual document must not exceed 10 MB in size. If your document is large, saving as a pdf may help reduce the size.

How long will I have to upload before the session times-out?

Your session will expire after 30 minutes of inactivity. All documents uploaded can be retrieved when you login in again.

Troubleshooting

How can I tell if I’ve uploaded the documents successfully?

A confirmation message will be displayed on screen when you have selected to ‘Send all documents to HSBC’.

I lost my internet connection whilst uploading or submitting. Do I have to upload the documents again?

Where you have been given on screen confirmation that the documents have been received, no further action is required. If you have not received this confirmation, you will need to upload your documents again.