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HSBC Visa Debit Card - FAQ
Frequently Asked Questions
Getting started with your HSBC Visa Debit Card
Where can I use my HSBC Visa Debit Card?
Your Visa Debit Card can be used for purchases in-store, online, by phone, by mail and when overseas. Your Visa Debit Card can be used wherever VISA is accepted at 1.4 million ATMs globally and at 30 million merchants across 170 countries.
Will I need to activate my card before I use it?
Yes, you will need to activate the card. We will send your card "inactive" for your protection. To activate your Visa Debit Card simply call HSBC's Phone Banking and complete a few simple steps.
1. Call 1300 416 828 (or +61 2 9005 8131 if overseas)
2. Press 1 for 'Bank Account Services and Visa Debit Card Activation'
3. Enter your Account Number or Personal Banking Number
4. Enter your Access Code and answer a few questions for verification
Can I link more than one account to my HSBC Visa Debit Card?
Yes, you can link up to two accounts to your HSBC Visa Debit Card. The primary account is linked to your card and will be the source of funds for purchases and you can also link a second account for more convenient access to your funds.
Can I change my linked account/s?
You can only change the second linked account. Simply download and complete the "Visa Debit Card Application Form" or request the change in any local HSBC branch.
If you want to change your primary account, you will need to order a new Visa Debit Card on your new account. Simply download and complete the "Visa Debit Card Application Form" or request the change in any local HSBC branch.
If we've got a joint account, can we both have a HSBC Visa Debit Card?
Yes, you can each have an HSBC Visa Debit Card. Each card will have a unique card number and your own name printed on the front of the card.
Can I get an HSBC Visa Debit Card on my Business Account?
No, our HSBC Visa Debit Card must be issued in a personal name and be linked to a personal account. HSBC does not issue Visa Business Debit Cards on Business Accounts at this time.
How old do I need to be to get an HSBC Visa Debit Card?
The cardholder must be at least 12 years of age (the account is held jointly with a Parent or Guardian). Where the cardholder is under 18 years of age, the Daily Withdrawal Limit & Daily Visa Debit Purchase Limit is reduced to $100 and $500, respectively.
How long until I get my HSBC Visa Debit Card after I request it?
When you upgrade from an HSBC ATM Card or open a new account with an HSBC Visa Debit Card, you should receive your card within 2 - 4 business days.
Can I choose my own Personal Identification Number (PIN)?
We will provide you with a PIN, which you can change anytime at any HSBC ATM in Australia, once you have activated your card.
Will my HSBC Visa Debit Card work overseas?
Yes, you can use your HSBC Visa Debit Card to access your own money wherever you see the Visa logo. That's at over 1.4 million ATMs for local currency and at 30 million merchants across 170 countries.
When overseas, you can only press "Credit" when completing transactions and can only access funds in your primary account so make sure you have sufficient funds in the account before you travel.
Getting the most from your HSBC Visa Debit Card
How do I use my HSBC Visa Debit Card to purchase online?
To use your HSBC Visa Debit Card online, simply enter your 16 digit Visa Debit Card number when requested. You may also be asked for the card expiry date and CVV number (the 3 digit number on the back of your card). All online purchases using your Visa Debit Card access your own funds in your primary account.
How do I use my HSBC Visa Debit Card in-store?
When making purchases in-store insert or swipe your card, press ‘Credit’ and simply sign or PIN to complete the transaction. You will have access to high daily purchase limits (up to $10,000 per day) and be covered with Visa's Zero Liabilityˆ.
If you want to get cash out you press 'Savings'. For cash out, your lower Daily Withdrawal Limit will apply ($1,000 for the HSBC Visa Debit or $2,000 for the HSBC Premier Debit card). Cash out is not currently available when using the 'Credit' button.
Can I use my HSBC Visa Debit Card at ATMs?
Yes. To withdraw money from Australian ATMs, simply press 'Savings' to access your primary account or 'Cheque' to access funds if you have a linked second account.
To withdraw money from overseas ATMs, simply press 'Credit' to access funds in your primary account. Funds in your linked second account will not be available.
How do I access my linked second account?
If you have linked a second account to your HSBC Visa Debit Card, you can access funds by pressing 'Cheque' in-store or at ATMs in Australia. These transactions will be included in your Daily Withdrawal Limit. Access to funds in the second linked account is not available overseas or when purchasing online, by phone or mail order.
What are daily card limits?
Two types of daily limits apply to transactions using your HSBC Visa Debit Card.
The "Daily Visa Debit Purchase Limit" is $10,000 per day (or your available balance if you have less than $10,000 in your account) for both HSBC Visa Debit Card and HSBC Premier Debit Card. This applies to transactions in-store when the 'Credit' button is pressed and purchases made online, by phone, by mail order or when overseas. If under 18 years of age, the limit is set at $500 per day.
The "Daily Withdrawal Limit" is $1,000 per day ($2,000 per day for the HSBC Premier Debit Card).This applies to all transactions at ATMs or in-store in Australia when the 'Savings' or 'Cheque' buttons are pressed. If the cardholder is under 18 years of age, the limit is set at $100 per day.
Can I use my card number to set up a recurring payment?
Yes, you can set up regular payments from your transactional account using your 16 digit HSBC Visa Debit Card number. This is known as a "Recurring Payment", which the customer must set up directly with the merchant or debiting organisation. You may be asked to provide your CVV number on the back of your card.
What is the CVV Number used for?
The Card Verification Value number (CVV) is the 3 digit number next to the signature panel on the reverse of your card. This number is another security measure requested by merchants when completing a purchase to ensure that you have the card in your possession.
How will I be able to view my HSBC Visa Debit Card transactions?
Card transactions are included on your regular HSBC statements, which you'll continue to receive for accounts that are linked to your HSBC Visa Debit Card. You can also find your card transactions anytime via HSBC's Internet Banking or Phone Banking.
What happens if I don't have any money in my account?
Your card transactions may be declined. If a card transaction causes your account to go into an unauthorised overdraft, you must deposit money back into your account straight away. Overdrawing your account may incur a fee.
How secure is my HSBC Visa Debit Card?
We have taken a number of steps to make sure that your HSBC Visa Debit Card is very secure. The HSBC Visa Debit Card must be activated before it can be used. The embedded EMV chip helps protect your personal information and purchases made when you press 'Credit' are protected through Visa's Zero Liabilityˆ for any proven fraudulent transactions that you did not contribute to.
Why is my available balance and current balance different?
The available balance shows funds that are ready for you to use straight away. The current balance is the amount that may include card authorisations waiting to be processed or cheques to be cleared.
What are card authorisations?
Some merchants may check that you have sufficient funds in your account to pay the final bill - usually car rentals or hotels. They send an authorization to HSBC and on approval some of your account balance is placed on hold for the future transaction to be processed against. This will mean that your available balance and current balance may be different until the transaction is finalized. These card authorisations will hold funds in your account for up to 8 days.
What is a merchant surcharge?
Some merchants may apply a surcharge for transactions. You can accept and complete the transaction by pressing 'Credit' in-store or press the 'Savings' button to avoid the surcharge. Pressing 'Credit 'in-store gives you access to high purchase limits and Visa's Zero Liability Policyˆ.
What is Visa's Zero Liability?
With Visa's Zero Liability Policyˆ you are covered for any fraudulent or unauthorized transactions. You can use your card with no risk of loss, covered against proven fraud that you did not contribute to. All suspect or fraudulent transactions are subject to investigation.
What is the difference between an HSBC Credit Card and an HSBC Visa Debit Card?
An HSBC Visa Debit Card offers all the features and benefits of a Visa card, but it's linked to your everyday account so it only uses your own money. You don't need to worry about regular repayments, interest or annual fees. You only spend what you have in your linked transaction account.
What is the card verification value or CVV?
The card verification value or CVV is a unique three (3) digit number that is associated with your Visa Debit Card. It is printed beside the signature panel on the reverse of the card. You may have to provide this number when making purchases online or over the phone. Just enter or provide the three (3) digit number if requested.
Managing your HSBC Visa Debit Card
What is a dispute?
If you think you did not do a transaction or it is the wrong amount and us call us about it, it's defined as a dispute. You can dispute Visa Debit Card online, phone, mail or overseas transactions and in-store 'credit' transactions.
Please download and read our Disputed Transaction Information.
How do I dispute a transaction?
To dispute a transaction, complete the Transaction Dispute Form and return it to HSBC within 30 days of the posted date of the transaction. Please read our Disputed Transaction Information.
What should I do if I notice or suspect fraudulent transactions on my account?
If you suspect fraudulent transactions on your account, you should contact HSBC immediately on 1800 308 008 (or +612 9005 8187 from overseas). You regularly need to check your transaction history and your statements by logging on to HSBC's Internet Banking and Phone Banking often. Contact HSBC immediately if something doesn't look right.
What should I do if I think my HSBC Visa Debit Card or card PIN has been compromised?
If you think someone has a copy of your card, card numbers or PIN, you should contact HSBC immediately on 1300 308 008 (or +612 9005 8187 from overseas) so we can cancel your card. We will send you a new HSBC Visa Debit Card and PIN. Please note that as soon as we cancel your existing card it will become inactive immediately, and you will not be able to use it to transact on your account until your new card and PIN arrives.
What do I do if I've forgotten my card PIN?
If you've forgotten your card PIN, you can request a brand new PIN or ask for your current PIN to be sent to you by post again.
To make these requests, you can go to your local HSBC branch, phone our Customer Service Centre on 1300 308 008 or fill in and return the ATM and Visa Debit Card Maintenance Form.
What do I do if I want to change my card PIN?
You can go to any HSBC ATM in Australia and request a PIN change. Simply enter your HSBC Visa Debit Card, select PIN change, enter your existing PIN and then you can select a new card PIN.
What do I do if I think my card PIN has been compromised?
You should contact us immediately if you think an unauthorized person has discovered your PIN and has access to your account. We will cancel your HSBC Visa Debit Card and re-issue you with a new card number and PIN for your security. Please note that as soon as we cancel your existing card it will become inactive immediately, and you will not be able to use it to transact on your account until your new card and PIN arrives.
What happens when my card is about to expire?
Your HSBC Visa Debit Card is valid for three years. We will send you a new Visa Debit Card 4-6 weeks before you existing card expires. Your new card will have the same card number and you'll be able to use your existing PIN after you activate the card. It's important that you make sure we've got your current contact details so you receive your new card.
When I get a replacement or reissued card, will the card number change?
The HSBC Visa Debit Card number will change for lost, stolen or damaged replacement cards for security reasons, however it will not change for reissued cards (on expiry). Remember to update any recurring payments with the merchant or debiting organisation if your HSBC Visa Debit Card number changes.
Will I need to change my recurring payment instructions if my card number changes?
Yes, you will need to update any recurring payments or direct debits you have set up on your old card by providing your new HSBC Visa Debit Card number to merchants or debiting organizations.
Upgrading to a Visa Debit Card
What is the difference between an HSBC ATM Card and an HSBC Visa Debit Card?
There are some similarities, such as access to your own money through ATMs. The advantage of our HSBC Visa Debit Card is the flexibility, convenience and security of VISA and access to Visa's 30 million merchants and 1.4 million ATMs globally.
Key features are:
- Purchases online, in-store, over the phone, by mail and when overseas,
- Access to high daily purchase limits of up to $10,000 per day for online, phone, mail, in-store 'Credit' and overseas purchases
- Additional protection with Visa's Zero Liability Policyˆ for card purchases
- Increased security with an embedded EMV chip protecting your personal information.
Cardholders should press 'Credit' when purchasing in-store rather than 'Savings' to make the most of their Visa Debit Card.
How do I get an HSBC Visa Debit Card?
If you are an existing customer, simply download and complete the "Visa Debit Card Application Form" PDF Link or request a card in any local HSBC branch.
You may have received information about upgrading your HSBC ATM Card to an HSBC Visa Debit Card. It is important to remember that your current card will be deactivated 45 days after you receive your new HSBC Visa Debit Card or immediately when you activate your HSBC Visa Debit Card.
What do I do if I want to link a second account to my HSBC Visa Debit Card?
You can link one of your other eligible transactional accounts (or change one which has already been linked) as a second account to your HSBC Visa Debit Card. You will be able to access your second linked account within Australia at ATMs or in-store by pressing 'Cheque'.
Simply download and complete the "Visa Debit Card Application Form" or complete it in any local HSBC branch.
I want another HSBC Visa Debit Card or HSBC Premier Debit Card?
You can link one Visa Debit Card to each of your individually held accounts (ie. If you hold a joint account, both individuals can link one Visa Debit Card each).
If you have ATM cards linked to your other transactional accounts that are active, these will eventually be upgraded to the new Visa Debit Cards.
If you do not want to wait, simply download and complete the "Visa Debit Card Application Form" or complete it in any local HSBC branch.
What if I don't know my existing PIN?
If you've forgotten your existing PIN, simply complete the "ATM and Visa Debit Card Maintenance Form" and return it to HSBC. Your new PIN will be mailed to you within 2 - 4 days.
ˆ Visa Zero Liability subject to investigation of unauthorised transaction.
