Welcome to the ElysPC - HSBCnet migration site

Any questions? Please first check the Frequently Asked Questions (FAQs). If this does not address your question, then please do not hesitate to contact our customer support services on:

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FAQ

Please be aware of fraud risk. With the migration from Elys PC to HSBCnet, fraudsters may attempt to contact you for sensitive information. Be vigilant and learn how to protect yourself.

The following information may help you to do this:

1. General knowledge
   1. What is fraud?
      Fraud occurs when there is suspicious activity or when a transaction debits your account(s) which you had no knowledge of or did not authorize.
   2. What is a scam?
      A scam occurs when a criminal convinces you to knowingly authorize a payment from your account to a person, company, or for goods you believe to be genuine.
2. How could criminals impersonate people and brands?
   1. On a phone call
      In this scam, criminals call pretending to be from the police or from your bank, convincing you to make a payment to an account that they control. They might also claim to represent a utility company, IT support or government department.
   2. By email
      The fraudster can spoof an email address, usually a supplier’s or a business owner’s. It does not require compromising any email accounts but instead, the invoice is sent from an email account that is so close to the domain of the vendor that most people would miss the change, for example, @CompanyABC.com instead of @CompanyACB.com.
3. How can account takeover (ATO) attacks occur?
   1. The first step towards ATO is farming login credentials. Fraudsters will more likely pretend to be from HSBC or another trusted organization, such as the Police or a utility provider, and will persuade you to provide them with Digital Banking usernames, passwords, and secure key codes. They can use a phone call or spoofing email.
   2. In some cases, they will use a phishing email to obtain your login credentials, without you giving them directly. All you would have to do for them to obtain this information would be to click on a malicious email, and open suspicious attachment or links to a spoofed website. Once the fraudster has the login details, they can scam employees, customers, suppliers, and vendors to obtain money or more information.
   3. Finally, in other cases, fraudsters will not even need your login credentials. By impersonating trusted organizations, they can inform you that you have a connection issue, a computer virus on your device or more commonly, they need you to logon to your digital banking so they can stop a fraudulent payment. Then the fraudsters persuade you to download software which they can then use to control your device. Using the downloaded software, the fraudster can see your screen, control your device and have the opportunity to make payments out of your account.
4. How to identify an impersonation attack?
   • Incorrect email address
   • Unusual requests, or out-of-procedure
   • Unusual language, or grammar and spelling errors
   • Urgent tone, preventing you from thinking carefully
   • Emphasis on confidentiality, privacy, or secrecy
5. How to protect yourself from becoming a victim?
   1. The tips and guidance:
      • Review any email addresses you receive for spelling and grammar errors.
      • Avoid clicking on unexpected links or attachments.
      • Never download remote access software.
      • Keep your verification codes, one-time password, or online banking credentials secure, they are for your use only.
      • Raise awareness among employees.
   2. If you are a fraud victim:
      • Stop all communication with the scammer.
      • Alert any relevant parties (employees, customers, and financial institutions). It is extremely important to contact the bank with a view to initiating a payment recall as soon as possible. Funds move very quickly, and it can be very difficult to have funds returned once they have gone.
      • Report the scam to the appropriate law enforcement authorities locally and in the beneficiary country.
      • Review your financial records to identify any unauthorized transactions or suspicious activity.
      • Keep all documentation related to the scam, including emails, invoices and any other correspondence.
      • Review and update your security policies and procedures.

All guidance

At HSBC, we value your feedback and are committed to providing you with the best experience possible. If you have encountered any issues or have any concerns, please don’t hesitate to reach out to us.

To raise a complaint, please send an email to reclamations.migrationhsbcnet@hsbc.com.

Our team will review your complaint and work to resolve it as quickly as possible. We will keep you informed of our progress and any actions taken.