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Online card payment declined? It may be because the retailer didn't request security checks to help prevent fraud. This can happen even if there are no issues with your account or card. Find out more

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What other people are asking

Why has my online card payment been declined?

Online retailers now need to ask for additional checks to confirm that it’s really you using your card. They will present a screen during the checkout process which will allow us to carry out theses extra checks.

Some retailers may not be ready to ask for these checks and you may find that a payment is declined, even if there are no issues with your account or your card.

If the retailer hasn't asked for payment confirmation and it has been declined, please contact them directly to ask for other ways they can accept your payment.
What fees are there for transferring my credit card balance and going over my credit card limit?

If you transfer your credit card balance to HSBC from another provider, there's usually a one-off fee.
You'll also be charged a fee if you go over your agreed credit limit.

You can find out more about balance transfer fees and how to increase your credit limit on our credit card fees and rates page.
Where can I get help with my balances and transactions?

To find out more about your balances and what they mean, visit our understanding your balance page.
Where can I get help with my Secure Key?

If you’re having trouble with your Secure Key, our Secure Key help page will give you all the information you need.
How do I set up, amend or cancel a Direct Debit or standing order?

Our standing order and Direct Debit pages explain how to manage your regular payments.
How do I get a Certificate of Interest?

If you need a Certificate of Interest (Tax Certificate) to complete your tax self-assessment, please send us a secure e-message in online banking or by using chat in the mobile banking app.

The Certification of Interest confirms the total amount of credit interest paid into an account over the tax year.

Once we receive your request, we’ll post this to you within 7 working days.