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Common questions regarding the features and benefits of HSBC SmartPIN


How can I be sure the SmartPIN message is from HSBC?

HSBC will never ask you for your PIN or the details of your card via text. We may ask you to confirm your date of birth via text to help us identify you.

If you are not expecting a new card or new PIN from HSBC do not respond to any SmartPIN message without speaking to us first.

If you have any questions or concerns, do not hesitate to contact us and one of our friendly staff will be happy to assist you, 24 hours a day, 7 days a week.

What is HSBC SmartPIN?

SmartPIN is HSBC's SMS PIN delivery service that sends your PIN directly to your mobile phone, It's a secure, faster, more environmentally friendly way for us to get your PIN to you.

What do I need to do to use HSBC SmartPIN?

For Debit Card customers to be eligible, you must be enrolled for HSBC's Internet Banking and provide us with a valid Australian mobile phone number.

All eligible customers will have their PINs delivered by SmartPIN SMS. It's that simple!

How do I request for a new PIN via the HSBC SmartPIN service?

The process for requesting a PIN has not changed. Once you ask us to send you a PIN either via Internet Banking or by speaking to one of our staff, eligible customers will have their PIN delivered via text within 2 business days.

How long will it take for me to receive my HSBC SmartPIN?

You will receive a message from HSBC Cards 24-48 hours after requesting a new card, or new PIN. From there, you will have 5 days to respond to us at, which time your new PIN will be sent to you immediately.

With HSBC SmartPIN you will receive your PIN between 2 and 5 days faster than traditional delivery by post in Australia, and up to 15 days faster if you are overseas.

How do I obtain my personalised authentication code?

Just follow instructions in the message you receive from HSBC Cards and we'll tell you how to obtain your authentication code. If you need help, please feel free to contact us

What happens if I enter my unique personalised authentication code incorrectly?

Just like with your PIN, you will have 3 opportunities to enter the unique code correctly.

If you enter the incorrect code 3 times, you will receive a message stating that you have exceeded the number of attempts permitted and a new PIN will be sent to you by mail.

Can I still respond to SmartPIN message after 5 days?

If you have not responded to the SmartPIN message within 5 days, please call our Customer Service Centre on 1300 308 008 (or +612 9005 8220 if calling from overseas) to let us know.

Why can't I use my signature to make transactions anymore?

The financial services sector as a whole, supported by the card schemes (Visa and Mastercard), has recognised that signature verification is the method of transacting most susceptible to fraud. So, from 1 August 2014 no merchants in Australia will accept signature as a means of verifying transactions under ordinary circumstances.

In some circumstances, a provider may still ask you to provide your signature to authenticate certain transactions. This is normal; however, signature verification is no longer an option available for everyday use.

Why is PIN better than my signature?

Only you will know your PIN, and the chances of guessing it are about 1/10,000!

Unlike your signature, which is on the back of your card, your PIN cannot be found elsewhere and so it is a more secure way to shop.

There is less risk of a fraudulent transaction being allowed as a result of a PIN transaction rather than one which is verified by signature.

How do I keep my PIN secure?

After the PIN is delivered to your mobile phone you should memorise the PIN and delete the message as soon as possible.

Remember that you can always change your PIN to a number that you find easy to remember.

How do I change my Debit Card PIN?

You can change your HSBC Visa Debit Card PIN at any HSBC ATM in Australia. You can find your nearest ATM by using our ATM Locator Tool

How do I make my PIN secure as possible?

Make sure not to use anything that is easy to guess like "1234" or "0000". You PIN should not include any numbers which are the same as your birthday, card number or phone numbers and you should change your PIN from time to time if possible.

The best PINs are 4 numbers that are not part of any other numbers that you regularly use. Make sure not to tell anyone else what your PIN is.

I can't remember my PIN. What should I do?

The terms and conditions of your account permit you to use a memory aid to help you remember your PIN. This means you can either record your PIN and disguise it in another document, or use a code that will help you remember it.

Never write your PIN on your card, and never keep your card and your memory aid together. HSBC cannot guarantee the security of your card or funds if you do this.

What should I do if I suspect someone has seen / stolen my PIN?

If you suspect someone other than you might know your PIN you are required to contact HSBC immediately to request that we change your PIN.