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Report a problem

My card is missing or stolen

If your card is lost, stolen or likely to be misused we provide 24-hour assistance.

Please follow these steps:

  1. Log on to online banking or the HSBC UK mobile banking app
  2. Use your Secure Key and select "Report lost or stolen card"
  3. Place a temporary block on your card whilst you try and locate it, or report it lost or stolen and request a replacement

If you are not registered for online banking please phone our emergency line on 0800 085 2401 from the UK or +44 1442 422929 if you are overseas.

Lines are open 24 hours a day, 7 days a week. Charges may be incurred if calling from overseas.

I don't recognise a payment

Check our hints and tips to help you identify why you might not recognise the payment. If you still don't recognise it, call us immediately on 03457 404 404.

Lines are open 8am to 8pm every day.

I got a suspicious email

Stop. Don't click on any links. Don't open any attachments. Just forward the email to and we'll investigate it.


My card is damaged

If your card is damaged, please follow these steps:

  1. Log on to online banking
  2. Select the "Replace a damaged card" menu option

For more information, including other options to request a replacement card, see here.

We're here to help you. Find the answers and while you're at it, tell us how we could do better.