Contact and Support | Live Chat

All call centres are extremely busy at this time

Banking online can help you stay safe and also reduce the demand on our branches and call centres so they can focus on the most urgent issues. See all the things you can do from home.

Using your Secure Key

Get help with things like activating your Secure Key or resetting your log on details.

Support using your card

Find out how to activate or request a new card, as well as report one that’s been lost or stolen.

Overdrafts

See what temporary measures have been introduced and how to apply for an overdraft, or to increase an existing limit.

Querying a transaction

Look at what your options are if you don’t recognise a transaction or want to dispute one.

What other people are asking

Yes, you now need to use your Secure Key to access both online banking and the HSBC UK Mobile Banking app. There's no longer an option to just use your password. Remember, the Digital Secure Key allows you to do more things in the app, such as setting up a new payee.

Please allow 10 working days to receive the physical Secure Key in the post. You won't be able to access online banking until you receive and activate your new Secure Key.

Remember, you can always upgrade to a Digital Secure Key which can give you instant access.

You can replace your Secure Key by contacting us or calling into a UK branch. If your Secure Key no longer works or it has been lost, we will deactivate it. You can also switch to a Digital Secure Key which will provide you with instant access to online banking using your phone.

You cannot access online banking without a Secure Key.

Please take action as soon you realise that your cards have been lost or stolen. If you report your card lost or stolen, we will cancel your card immediately and issue you with a replacement. You will receive a new card within 7 working days in the UK by post and within 10 working days overseas.

Visit our Lost and Stolen cards page for more information.

When your new card arrives, you'll need to activate it before you can use it. The quickest way to do this is by phone. You can activate your card in under 60 seconds by calling our automated line, available 24/7.

All you'll need is your card number and your date of birth.

For debit cards call 0800 783 5263.

For credit cards call 0800 3281 370.

For more frequently asked questions, please select “Need help?” on the right hand side of this page.

Help topics

Reset your digital banking details

An interactive PDF to help you with forgotten passwords and digital reset needs.

Query transactions or raise a dispute

If you don’t recognise a transaction, you’ll find everything you need to know here.

Card support

Get help and support if you are facing any issues with your banking, cards or lost or stolen.

Banking made easy

Quick links to help you manage your banking including making payments and closing an account.

Find your branch

Simply enter your postcode or location to pinpoint your nearest branch on the map.

Feedback and complaints

Your views and feedback are key to improving the products and services we offer.

Contact us

Mobile banking app

The easiest way to chat to us is through our mobile banking app. Here’s how:

1. Log on to the app.

2. Tap the ‘Support’ tab at the bottom of the screen.

3. Tap ‘Chat with us’.

You can download our mobile banking app here. Our chat feature is already available to most mobile app users. If you’ve downloaded the app since our last app update, you may not have the chat feature yet. It’ll be available soon.

Online

You can also chat with us using Live Chat. If you want to discuss personal bank details, like your accounts or transactions, please log on first.

To start a chat with one of our agents, select the Live Chat tab on the left hand side of the page.

If the Live Chat option isn’t there, no agents are available at that time. If that’s the case, please use chat in the mobile app or try one of the other contact options below.

Apple Business Chat

You can now get your general queries answered using Apple Business Chat. You’ll need an Apple device that supports the Messages app. Look for us in Maps, Safari or Search, then simply tap the Messages icon to send a message. Find out more about Apple Business Chat.

Get in touch with us directly via our HSBC UK Twitter account.

UPDATE - Our contact centre hours have changed. All lines are open from 08:00 to 20:00, except for lost and stolen cards, which is open 24/7. We’re receiving far more calls than usual, so our waiting times are longer. Please only call us if it’s urgent, so we can help those most in need.

If you’ve applied for a new account online recently, please allow extra time for us to process your application as the queues are longer than usual. There’s no need to call us – we’ll let you know when it’s ready to use.

Existing Customers – 03457 404 404

Lines are open 08:00 - 20:00 every day. From outside the UK +44 1226 261 010

Lost and stolen cards – 03456 007 010

Lines are open 24/7. From outside the UK +44 1442 422 929

*Response times from this number differ from the average response times published.

Find a specific department

Textphone contact numbers

Non-HSBC Customers - 03456 040 626

Lines are open 08:00 - 20:00 every day (except for Christmas Day, Boxing Day and New Years Day). From outside the UK +44 1226 261 010

To find your nearest branch, please use our branch locator.

You can book an appointments online. Existing customers may prefer to log on to online banking to make booking even simpler.

How we contact you

We love being able to keep you updated with important news and exciting offers. We can do this by email, over the phone or even by post.

However, we want to make sure that you only hear from us in a way that suits you. So please tell us what's best for you by logging onto online banking, giving us a call or visiting your local branch.

Help

All call centres are extremely busy at this time

Using your Secure Key

Support using your card

Overdrafts

Querying a transaction

What other people are asking

Can I use my Secure Key to access mobile banking and online banking?

How long will it take for a replacement Secure Key to arrive?

What do I do if I’ve lost/need a replacement Secure Key?

What should I do if my card has been lost or stolen?

How do I activate my new card?

More FAQs?

Help topics

Reset your digital banking details

Query transactions or raise a dispute

Card support

Banking made easy

Find your branch

Feedback and complaints

Contact us

Chat

Tweet us @HSBC_UK

Call us

Visit a branch

How we contact you

Useful Information

Customer support