Frequently Asked Questions about Payment Automation

Important:

Starting December 31, 2026, support is targeted to end for the Payment Automation SuiteApp. This change is in line with the upcoming end of partnership with HSBC.

You can no longer apply for HSBC online accounts in NetSuite. Only customers who applied by March 4, 2026 can continue using the SuiteApp until support ends in December. New or pending applications for HSBC online accounts will not be processed.

To continue enrolling accounts or subsidiaries for online payments, switch to the Intelligent Payment Automation SuiteApp. For more information, see Intelligent Payment Automation.

For more information about off-boarding, see Customer Off-boarding.

This section contains frequently asked questions related to Payment Automation that concern the following topics:

License Validation

• License Expired

• License Validation Failed

Account Management and Maintenance

• Multiple Subsidiaries

• Status of HSBC Applications

• SuiteBanking Account Information Change

• Changes to Certificate of Banking Authority

Bank Account Information

• Request for Audit Confirmation from HSBC

• Request Bank Reference Letter Confirming Accounts with HSBC

Check Payments

• Handling an Unprocessed Returned Check

• Handling a Returned Check Due to Insufficient Funds

• Retrieving a Check Image

• Stopping a Check Request

ACH Payments

• Handling an ACH Payment Failure or a Beneficiary Claiming Non-Receipt

• Handling an ACH Payment Returns

• Requesting an ACH Payment Amendment, Reversal, or Deletion

Daily Limit Validation

• Daily Limit Validation

• Determining the Available Balance

• Increasing or Decreasing Daily Limit

• Daily Limit Exceeded

• Payment on Bank Holiday

Payments

• Handling Suspected Fraudulent ACH or Check Transactions

• Making a One-Time Payment to Top up the HSBC Online Account

• Transferring Funds to and from the HSBC Online Account

• Payment Status

• Vendor Prepayment

Virtual Card Payments

• Setting Up Auto-Debit

• Adding, Removing, or Modifying the Virtual Card Program Administrator

• Resetting the Four-Digit Program Administrator Verification ID

• Amending, Canceling, Recalling, or Blocking Virtual Card Payments

• Setting Up Recurring Virtual Card Payments

• Ad Hoc Mid-Cycle Payment to Pay off the Virtual Card Balance

• Making an Ad Hoc Mid-Cycle Payment to Clear the Virtual Card Balance

• Initiating a Non-Fraud Virtual Card Payment Dispute

• Accessing an Older Virtual Card Statement Not Available on the Payment Automation Dashboard

• Disagreeing with the Annual Statement Credit Amount

• Requesting an Investigation Non-Receipt of Annual Credit

• Clearing Virtual Card Account Delinquency and Reactivating the Account

• Submitting a Notice of Suspected Virtual Card Fraudulent Activity

• Acting Upon a Remittance Email

• Processing a Different Virtual Card Amount

• Dealing with Lost Virtual Card Information

• Dealing with Virtual Card Number Not Working

• Virtual Card Remittance Email

• Paying Multiple Invoices from a Single Vendor

• l Refunding a Virtual Card

• Handling an Overdue Payment

• Keeping Virtual Cards on File

• Closing Virtual Card Before Anniversary Date

Billing for Bank Accounts

• Submitting a Query Regarding Changes to Fees and Charges on the Statement

• Submitting a Query Regarding Billing Transactions or Charges

• Understanding the Billing Statement Calculation

• Understanding the Two Billing Statements

• Requesting a Billing Statement Copy

• Requesting a Change to the Auto-Debit Account Setup

• Changing the Allocation of the Credit Limit between ACH and Virtual Cards after Onboarding

• Requesting a Virtual Card Credit Balance Refund

• Disagreeing the Billing Amount because of Additional Fees

• Requesting a Large Print Statement

• Setting Up Debit Blocks on the HSBC Online Account

Remittance Notifications

• Remittance Notifications Using Advanced PDF/HTML Templates

• Customization Capabilities Supported by Advanced PDF/HTML Templates

• Enabling Advanced PDF/HTML Templates Before Upgrade

• Remittance Emails Layout

• Download Remittance Notifications

• Email Address for Remittance Notifications

• Changing Company Information in Payment Voucher

Related Topics

• Payment Automation SuiteApp
• Overview
• Setting Up Payment Automation
• Making Money Transfers
• Processing Payments
• Statements and Reconciliation

General Notices