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Forgotten your details?

What to do if you’ve lost or forgotten your account details

To keep your accounts secure, we will occasionally ask you to enter a username and password in order to access our online banking platform. You will also need to use your PIN to use our ATMs and other banking services.

If you have lost or forgotten any of these details, don’t worry. We can help you to safely retrieve them.

What to do if you’ve forgotten your online banking username

Your online banking username is the name you chose when you registered for online banking. It should be at least five characters long and unique to you.

Our contact centre team are on hand to provide assistance on lost or forgotten username information. You can reach a member of the team using any of the following numbers:

Alternatively you can seek assistance at one of our branches.

What to do if you’ve forgotten your online banking password

When you register for online banking, you will be asked to create a password to securely access your account.

If you have forgotten your password, you can simply request a password refresh after entering your username on the login screen. You will receive an email containing a one-time link which you can use to create a new password.

If you are having trouble refreshing your password, please contact a member of our team by phone or at one of our branches.

What to do if you’ve forgotten your PIN

Your Personal Identification Number (PIN) is a 4-digit number which you should use to access our ATM services and to make payments on your card. You should never share your PIN with anybody else.

If you forget your PIN, you can request a reminder by logging into online banking and using the secure messaging service. Alternatively, you can request assistance at your local branch or use our mobile banking app.

What to do if you’ve forgotten your customer number

Your customer number is a 9-digit number that helps us to identify your account. You will need it to register for online banking.

You can find your customer number on your welcome letter, or on any sole bank account statement you receive from us. If you need a reminder, please visit your local branch for assistance.

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).


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