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Cards FAQ

Get help with your bank card or credit card

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Getting started

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.

How do I activate my card?

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.

How do I get a replacement for a damaged card?

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.

What should I do if my card was lost or stolen?

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

How do I add a cardholder?

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.

I don't recognise a payment on my card account. What do I do next?

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.

Visa Secure® and Mastercard Identity Check®

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

What is Visa Secure/Mastercard Identity Check?

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.

How does Visa Secure/Mastercard Identity Check work?

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.

Do I need to register for Visa Secure/Mastercard Identity Check?

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

Is Visa Secure/Mastercard Identity Check easy to use?

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.

Can I make a purchase at retailers that accept Visa and Mastercard cards but do not participate in the Visa Secure/Mastercard Identity Check service?

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.

What happens if I do not receive my OTP?

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.

Where can I find more information about online banking security?

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

Securing your online transactions

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Approved and issued by HSBC Bank Malta p.l.c, (116, Archbishop Street, Valletta VLT 1444). HSBC is a public limited company regulated by the Malta Financial Services Authority and licensed to carry out the business of banking in terms of the Banking Act (Cap.371 of the Laws of Malta). HSBC is licensed to conduct investment services in terms of the Investment Services Act (Cap.370. of the Laws of Malta) and is enrolled as a Tied Insurance Intermediary for HSBC Life Assurance (Malta) Ltd under the Insurance Distribution Act (Cap. 487 of the Laws of Malta).

 

Disclaimer

 

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