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Lost, stolen or damaged cards

What to do if you've lost your card or it's not working

Tell us straight away if your card has been lost or stolen

Temporarily block your card with our Mobile App or online banking. If you still can't find it, we'll cancel it straight away and send you a new one. You’ll get a new card by post within 4 working days or, if you're outside the UK, within 10 working days. If it does turn up, you can quickly unblock it and start using it again.

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Freeze or unfreeze your card

If you can’t find your card but you’re not sure it’s been lost or stolen, you can put a temporary block on it.

You can easily unblock it if it turns up. If you still can't find it, tell us if you think it’s been lost or stolen. You can do this 24 hours a day using the HSBC UK Mobile Banking app or by logging on to online banking.

Mobile Banking app

Log on to your mobile app and follow these steps.

1. Select account

Select the account the card belongs to.

2. Manage cards

Select 'View more' and then 'Manage cards'.

3. Freeze or unfreeze card

Select the slider to freeze or unfreeze the card. The freeze stays in place until you remove it.

Online banking

Log on to online banking and follow these steps.

1. Select account

Choose the account the card belongs to and then select 'Manage'.

2. Block or unblock card

Choose 'Block or unblock card' from the menu.

3. Select card

Find the card you wish to block or unblock and select 'Block this card' or 'Unblock this card'.

4. Confirm

Confirm the card you wish to block or unblock. All card transactions are blocked until you choose to remove it.

Report a lost or stolen card

Tell us if your card is lost or has been stolen and we’ll send you a new one.

Mobile Banking app

Log on to your mobile app and follow these steps.

1. Select account

Select the account the card belongs to.

2. Manage cards

Select 'View more' and then 'Manage cards'.

3. Report card lost or stolen

Select 'Report lost, stolen or damaged card' and follow the instructions to provide additional information.

4. Confirm

Review the details and confirm the address we hold for you is correct. Select 'confirm' and your new card will be issued.

Online banking

Log on to online banking and follow these steps.

1. Select account

Choose the account the card belongs to and then select 'Manage'.

2. Report card lost or stolen

Select 'Report a lost or stolen card' from the menu and then choose the cards to be reported.

3. Provide information

Follow the on-screen instructions and provide information about what happened to your card.

4. Confirm

Review the details and confirm the address we hold for you is correct. Select 'confirm' and your new card will be issued.

Replace a damaged card

If your debit or credit card is damaged, you can easily ask for a replacement.

Mobile Banking app

Log on to your mobile app and follow these steps.

1. Select account

Select the account the card belongs to.

2. Manage cards

Select 'View more' and then 'Manage cards'.

3. Report damaged card

Select 'Report lost, stolen or damaged card'. Choose the reason for replacement from the dropdown and then 'Continue'.

4. Confirm

Review the details and confirm the address we hold for you is correct. Select 'confirm' and your new card will be issued.

Online banking

Log on to online banking and follow these steps.

1. Select account

Choose the account the card belongs to and then select 'Manage'.

2. Replace damaged card

From the menu, select 'Replace a damaged card'.

3. Choose card

Choose the card that needs to be replaced and select 'Continue'.

4. Confirm

Review the details and confirm the address we hold for you is correct. Select 'confirm' and your new card will be issued.

Add replacement credit card to Apple Pay

You can instantly add your replacement credit card to Apple Pay directly from the iOS version of the HSBC UK Mobile Banking app. You can do this before you’ve received and activated your new card.

Mobile Banking app - credit cards only

1. Log on

Log on to the HSBC Mobile Banking app with your Digital Secure Key.

2. Select account

Select the account the credit card belongs to.

3. Add to Apple Wallet

Select 'Add to Apple Wallet'.

4. Follow instructions

Follow the on-screen Apple Pay guidance until your card is added and you're back on the 'Account details' screen. You can pay for things with Apple Pay immediately.

More help with replacement cards

Emergency line

If you're not registered for mobile or online banking, you’ll need to phone our emergency line to report your card lost or stolen.

Call 0800 085 2401 from the UK or +44 1442 422929 if you're outside the UK.

Lines are open 24 hours a day, 7 days a week. You may be charged if you call from outside the UK.

Expired cards

Before your card expires, we’ll automatically send you a replacement.

However, if yours has expired and you haven’t received a new card, please call the emergency line above.

Useful links

 

Learn how we can work together to keep your cards safe.

 

Transaction you don’t recognise or dispute with a retailer? Browse our tips or get in touch.

 

Learn about some of the common types of fraud and scams and how to avoid them.

 

Place a temporary block on your card.

It's easy to answer your query online. Visit our Help page to find out how.