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What other people are asking

These changes are part of an industry wide security improvement to make online purchases safer. We’re moving away from entering characters from your Verified by VISA / Mastercard SecureCode password to a one-time passcode (OTP) sent by text message which is designed to be more effective at preventing fraud. It means you won’t need to remember your password and also ensures we’re in line with the Payment Services Regulations. Read more here

We use one-time passcodes (OTP) to check it’s you when you make some online purchases. This is an important part of keeping you safe when you use your card online and has replaced the Verified by VISA / Mastercard SecureCode password you may have used in the past. When you make a purchase online, we may send a one-time passcode to the mobile number we hold for you so it’s important you let us know if it changes. To complete your purchase, just confirm your passcode when prompted. Read more here.

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 still log on to Online Banking by selecting the ‘without secure key’ log on method. However you will be unable to complete certain transactions without a Secure Key – such as setting up a new payee.

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.

Help topics

Secure key help

Handy demos to help you activate, reset and use your Secure Key.

Query transactions or raise a dispute

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

Card Support

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

If the ‘Live Chat’ option is not there, this means that we have no available agents. Please try one of the alternative contact options below.

Existing Customers – 03457 404 404

Lines are open from 8am to 10pm every day. From outside the UK +44 1226 261 010

For Advance and Premier customers, lines are open 24/7.

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 from 8am to 10pm every day (except for Christmas Day, Boxing Day and New Years Day). From outside the UK +44 1226 261 010

Cysylltwch â'r Gwasanaeth Iaith Gymraeg – 03457 030304 neu 03456 082400

Mae'r llinellau ar agor 8yb i 10yh bob dydd ac eithrio Dydd Nadolig, Gŵyl San Steffan a Dydd Calan. Mae'n bosib caiff galwadau eu harolygu a/neu recordio.

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

You can now also book appointments online here. Existing customers may prefer to log on to Online Banking to make booking even simpler.

Help

What other people are asking

Why have you changed to one-time passcodes (OTPs) instead of Verified by VISA / Mastercard SecureCode passwords?

Why do you need to send me a one-time passcode (OTP) for an online purchase?

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?

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