Top of main content

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. However, you can quickly take full control at home or on the move.

To temporarily block your card through the HSBC mobile app or via online banking, please follow the instructions found on the temporary card block page

If your card has been lost or stolen take action as soon as possible. Follow the instructions on how to report it here

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.

Still don’t recognise a transaction

If you think this transaction could be fraud, get in touch with us:

Still don’t recognise a transaction? Here’s what to do – but please don’t call unless you think there’s been a fraudulent card transaction, payment or authorised payment scam:

For Card transactions, Payments or Scams*

Call us on 03457 404 404 or +44 1226 261 010 if you're abroad.

Premier customers can call us on 03457 707 070.

*If you're a victim of a scam or fraud, please contact us first so we can review your claim. A professional or specialist company may be able to give you the same level of refund, but it's likely you'll receive a lower amount. The company may deduct a fee for their services which could be between 20% and 50% of the refund amount.

I wish to dispute a transaction

If there’s a card payment which you recognise but wish to dispute, please don’t call us as our lines are very busy.

Go to our query a transaction page to find out how to raise a dispute.

I received a text message from HSBC ?

We may text you to check a card transaction is legitimate or to ask you to contact us.

Check our text messages page to see what our regular text messages look like and also see some messages commonly sent by fraudsters.

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.

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