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HSBC Visa Debit Card FAQs

HSBC Visa Debit Card

How do I activate my HSBC Visa Debit Card?

You will need to activate your HSBC Visa Debit Card before you can use it. We send your card to you as 'inactive' for security reasons.

There are 2 ways you can activate your HSBC VISA Debit Card:

  1. Via HSBC Online Banking by selecting "Activate debit card" under debit card services on the "My Banking" tab.
  2. By calling 1300 308 008 (or +612 9005 8220 if calling from overseas) and following the voice prompts.

You will need:

  • Your 6 digit phone banking access code.
  • Your 12 digit account number which can be found on the back of your debit card.
  • Your card number.

I haven't received my HSBC Visa Debit Card and it's been more than 5 business days since I requested it. How do I check?

Please check that it has been more than 5 business day since you requested your new card (if your card is being sent to an address outside Australia, please allow to 10 -14 business days). Please call our Customer Service Centre on 1300 308 008 (or +612 9005 8220 if calling from overseas) to let us know.

We'll check when your request for a new card was processed and that we have your correct mailing address. We can then organise a replacement card and PIN to be sent.

I haven't received my HSBC Visa Debit Card PIN and it's been more than 7 business days. How do I get another one sent to me?

Please contact our Customer Service Centre on 1300 308 008 (or +612 9005 8220 if calling from overseas) to check when your PIN request was processed.

If you have provided HSBC or updated your contact details with a valid mobile number, your PIN will be sent directly to your mobile phone in the form of a password protected text message.

If you do not respond to the text message your new PIN will be mailed to you 3 - 7 business days after you receive the text message. 

Once your card is activated, you can also set up or change your PIN in Online Banking by selecting "Change debit card PIN" under Debit Card services from the "My Banking" tab.

How do I apply for an HSBC Visa Debit Card?

If you are an existing customer, simply download and complete the Visa Debit Card Application Form and submit it to us.

If you are registered for Online Banking you can apply for a new card by clicking the "Product & Services" tab, and selecting "Apply Now" under Transaction Accounts. Then select "Debit Cards" and click on the Apply button.

Alternately you can request a card in any HSBC Australia branch. Find out more about the HSBC Visa Debit Card.

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.

What fees will I incur if I use my HSBC Visa Debit Card overseas?

For fees relating to using your HSBC Visa Debit Card overseas, please refer to our Personal Banking Booklet (PDF, 1.50 MB).

What is Visa's Zero Liability?

With Visa's Zero Liability Policy 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. Visa's Zero Liability subject to investigation of unauthorised transaction.

Why are 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.

How do I dispute a transaction on my HSBC Visa Debit Card?

To dispute a transaction on your HSBC Visa Debit Card, complete the Transaction Dispute Form and return it to HSBC within 30 days of the posted date of the transaction.

When I get a replacement or reissued HSBC Visa Debit 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.

Contact our Customer Service Centre on 1300 308 008 (or +612 9005 8220 if calling from overseas) as quickly as possible to report your card lost. We will issue you a replacement card with a new card number, and a new PIN. This is a security measure in case your lost card and PIN have been compromised.

Can I choose my PIN for my HSBC Visa Debit Card?

We will provide you with a PIN for your HSBC Visa Debit Card, which you can change anytime at any HSBC ATM in Australia, once you have activated your card.

You can also create or change your PIN in Online Banking by selecting "Change debit card PIN" under Debit Card services from the “My Banking” tab, after you have activated your card.

My HSBC Visa Debit Card PIN isn’t working. How do I get it reset?

You can contact our Customer Service Centre on 1300 308 008 (or +612 9005 8220 if calling from overseas) to discuss the problem. If we are unable to resolve it for you, we may issue a replacement card with a new card number, and a new PIN.

You can also reset your PIN in Online Banking by selecting “Change debit card PIN” under Debit Card services from the “My Banking” tab. 

I’ve forgotten my HSBC Visa Debit Card PIN. How do I order a new one?

If you’ve forgotten your existing PIN, simply complete the Visa Debit Card & PIN Maintenance form and return it to HSBC.

If you have provided us with a valid mobile number you will receive your new PIN direct to your mobile via a password protected SMS within 2 - 4 business days. If you wish to receive your PIN via mail please ignore the SMS and your PIN will be mailed to you in 3 - 7 business days.

If you are registered for Online Banking you can create a new PIN by selecting "Change debit card PIN" under Debit Card services from the "My Banking" tab. 

My HSBC Visa Debit Card has been locked or cancelled because I haven't used it. How do I reactivate it?

Unfortunately, once your HSBC Visa Debit Card becomes 'inactive' after 12 months of non-use, we are unable to reactivate it for security reasons. We can simply issue you with a new card and PIN instead.