The mobile banking application displayed a notification stating: 'access is limited until we obtain your valid email address and mobile number'
HSBC, the largest bank in the city serving over 7 million customers in Hong Kong, experienced a disruption to its mobile banking service on Monday morning, with numerous customers reporting they could not log into the system.
Over a dozen HSBC clients reached out to the South China Morning Post on Monday morning, stating they had been unable to access the mobile banking platform since 9am.
The mobile banking app presented a message reading "access is restricted until we have your valid email address and mobile number," despite the fact that these customers had already provided their mobile phone numbers and email addresses in the system.
"We are working to restore normal operation, as some customers may be encountering issues accessing certain services. We are addressing these matters as swiftly as possible and apologize for any inconvenience this has caused," an HSBC spokesperson stated to the SCMP.
Hong Kong resident Erica Wu was unable to access her HSBC app, even after attempting for 15 minutes starting at 9.45am. She also tried to add funds to her PayMe account, HSBC's peer-to-peer transfer application, but that was unsuccessful as well.