Cards FAQ

Find out how to activate your card and add a cardholder, as well as what to do if your card's lost, stolen or damaged.

Visa debit and credit cards are already activated so you can start using them straight away.

HSBC Premier and Mastercard credit cards need to be activated before you can start using them. You can do this by using an HSBC ATM.

You can contact our Contact Centre team for assistance, on phone number +356 2380 2380; Advance Hotline +356 2148 9101; or Premier Direct +356 2148 9100.

Alternatively you can seek assistance at one of our branches.

If your card is lost or stolen, let us know immediately and we will block it. Contact us now. 

You can contact our Contact Centre team for assistance, on phone number +356 2380 2380; Advance Hotline +356 2148 9101; or Premier Direct +356 2148 9100.

Alternatively you can seek assistance at one of our branches.

There are some common explanations for discrepancies, so we'd recommend you check those first. Then, you should contact the retailer - if they've mistakenly charged you they can put it right more quickly than we can. If none of that solves your problem, then report it to us and we'll investigate. Here's all the detail on reporting a transaction.

Understand what you need to know about Visa Secure and Mastercard Identity Check and how they work to protect your card.

Visa Secure/Mastercard Identity Check is provided to you by Visa/Mastercard and HSBC.

It helps fight against fraud when you shop online against unauthorised use of your card.

For certain online purchases completed through a participating retailer, a screen will be prompted asking you to complete a One Time Password (OTP):

1. We'll send the 6-digit OTP to the mobile phone number you've registered with us. If you've not registered your number, you'll receive an email.
   
2. Type this OTP into the space provided for the password.
   
3. When you correctly enter your OTP, HSBC will confirm that you are the authorised cardholder and your purchase is then completed.

No. All cards issued by HSBC are pre-registered for Visa Secure/Mastercard Identity Check.

Yes. When you make an online purchase and enter your card payment information, a screen from HSBC will automatically appear and prompt you to request for a One Time Password (OTP), which will be 6 digits long:

1. We'll send the 6-digit OTP to the mobile phone number you've registered with us. If you've not registered your number, you'll receive an email.
   
2. Type this OTP into the space provided for the password.
   
3. When you correctly enter your OTP, HSBC will confirm that you are the authorised cardholder and your purchase is then completed.

Yes, but you will not be asked for your Visa Secure/Mastercard Identity Check OTP at these retailers. To complete your purchase, simply follow the traditional checkout process.

The OTP is sent to the registered mobile phone number with HSBC or via email if your mobile number is not held. 

If the mobile number/email address registered with us is incorrect, please update these details by logging onto your online banking and sending a secure message. 

Alternatively, you can update it by calling the number on the reverse of you card or by visiting any of our branches.

The service will not be available immediately. You will be able to complete your online transactions only after our agents have updated your details.

Find out more by viewing our FAQ on online banking security.

Learn how to make your online shopping safer.