HSBC Debit MasterCard FAQs | HSBC

Notice:

The Home Depot has reported a breach of its payment data systems, which could potentially impact customers at its U.S.and Canadian stores. For further information regarding this data breach please visit The Home Depot website at www.homedepot.com

As always, we are closely monitoring HSBC accounts for unusual activity and will contact you as appropriate. We strongly encourage you to monitor your transactions and notify us immediately if you see anything suspicious.

Debit MasterCard® card FAQs

General Information

How do I obtain an ATM or debit card with my HSBC checking or savings account?

If you have not yet opened an account with HSBC, you may request a card on your HSBC account application. If you are requesting a debit card for an existing checking account, you may start your debit card application here. You can also request a debit or ATM card by sending us a BankMail or by contacting the Customer Relationship Center. If approved, we will send your card by mail 7-10 days from either the account opening date or the date the request is received.

What's the difference between the ATM card and the debit card?

An ATM card is used primarily for deposits and withdrawals at ATMs, and in some cases, point-of-sale (POS) purchases with a Personal Identification Number (PIN). A debit card has all the features of an ATM card, plus it can be used anywhere MasterCard® is accepted to purchase merchandise by directly debiting your checking account. Both cards can be used for deposits and withdrawals at any HSBC ATM in the U.S., and can be used to withdraw cash at over one million ATMs worldwide where the MasterCard®, Maestro® or Cirrus® marks are displayed. Foreign transaction fees may apply when using ATMs outside of the U.S., including HSBC ATMs.

If I have multiple HSBC deposit accounts, which ones will I access with my ATM or debit card?

You can designate your primary accounts and ATM preferences by sending us a BankMail with your preferences through Personal Internet Banking. Or call our Customer Relationship Center at 800.975.4722 to adjust your settings.

Will I be rebated for 3rd party surcharge fees when using non-HSBC ATMs?

HSBC will rebate qualifying ATM third-party surcharge fees incurred with a credit to your account on the first business day of the following calendar month when initiated from HSBC Premier checking, HSBC Premier Asset Management and HSBC Premier Investor money market accounts. Available only on U.S. non-HSBC ATM transactions (except in New York State).

For HSBC Advance checking, Online Payment Account and Online Savings Account customers, HSBC will rebate up to three qualifying ATM third-party surcharge fees incurred based on transaction date order during the calendar month. The rebate will be credited to your account on the first business day of the following calendar month. Available only on U.S. non-HSBC ATM transactions (except in New York State).

Please note there may be HSBC fees for using non-HSBC ATMs that are disclosed on your EFT Facility Charges Disclosure.

Basic Security

How do I change the PIN for my ATM or debit card?

If you know your current PIN and want to change it immediately, call our automated service at 888.619.9667. Be sure to have your card associated with the PIN that you are changing handy.

To change your PIN, fax or mail a request to:

Fax: 716.841.2280
Mail:
HSBC Bank USA, N.A.
Customer Relationship Center
P.O. Box 1183
Buffalo, NY 14240

You must include: A copy of your state-issued ID; your new pin number; your ATM card number; your signature.

How do I obtain a new PIN for my ATM or debit card?

If you do not know your current PIN, call HSBC at 888.404.4050 and we will order a PIN reminder to be sent to you. Once you receive the reminder, usually within 5–7 business days, you can call 888.619.9667 to change it immediately.

To change your PIN, fax or mail a request to:

Fax: 716.841.2280
Mail:
HSBC Bank USA, N.A.
Customer Relationship Center
P.O. Box 1183
Buffalo, NY 14240

You must include: A copy of your state-issued ID; your new pin number; your ATM card number; your signature.

What should I do if my card is lost or stolen?

If you've lost your credit, debit, or ATM card, please contact us immediately via telephone at 800.975.4722. You can also report your card lost or stolen by sending a BankMail in Personal Internet Banking. You can visit one of our branches where a representative will help you contact the Customer Relationship Center. Remember you have the security of MasterCard®'s Zero Liability Protection1

How do I dispute a debit or credit card transaction?

The means of disputing a transaction varies depending on the transaction type. Please contact us so we can help you through the process.

  • You can send your request via BankMail in Personal Internet Banking. Compose a Bank Mail and let us know what transaction you would like to dispute.
  • If you don't use Personal Internet Banking, you may contact us via telephone at the Customer Relationship Center or visit one of our branches.
I may have given personal/account information to someone under false pretenses. What should I do?

HSBC will never ask you for your account information via a prerecorded telephone call, an email, or a text message. If you have provided personal or account information (e.g. Internet banking credentials, PIN, or telephone access code) to someone else in error please contact us immediately via telephone at the Customer Relationship Center (link to contact us page). You can also report the possible breach by composing a BankMail in Personal Internet Banking or by visiting one of our branches.

SecureCode

What is MasterCard® SecureCode?

MasterCard® SecureCode is a service that allows you to protect your MasterCard® purchases over the Internet by using a personal SecureCode.

How does SecureCode work?

Once you've registered a card for the service you'll be asked for your MasterCard® SecureCode at participating online retailers. This prevents unauthorized usage of your card at participating online retailers and aims to increase confidence when shopping online.

How much does SecureCode cost?

The service is free of charge.

I am protected by MasterCard®'s Zero Liability Protection, why should I sign up for MasterCard® SecureCode?

The zero liability guarantee still applies to clients who have signed up for MasterCard® SecureCode. However, MasterCard® SecureCode is there to help stop the fraud before it happens, by protecting your card with a SecureCode. If someone else is in possession of your card details and attempts to use them at participating online retailers, they won't be able to do so, as they don't know your MasterCard® SecureCode.

How does SecureCode change the way I shop online?

You can use your card at participating online retailers in the same way as you do now, but if the card you're using is registered for the service you'll be asked for your SecureCode before you complete your purchase.

Which of my cards can I register for the MasterCard® SecureCode service?

Primary cardholders of the following MasterCard®'s can register for this service:

  • HSBC Debit MasterCard® card
  • HSBC Premier Debit MasterCard® card
How do I register a card in the MasterCard® SecureCode service?

Registration is required for all HSBC Debit MasterCard® cards. You can register your eligible HSBC MasterCard® card in one of two ways:

  • Go to www.us.hsbc.com/securecode, and click on the SecureCode logo (at top of this page). Once there, enter your 16-digit card number in the card number field, answer a few questions to verify your identity, set your personal greeting and you are ready to go.
  • When you happen to shop on–line with a participating merchant, you will be asked to register your card and create your private SecureCode before you check out.
What can I select as my SecureCode?

Your SecureCode can be 6 to 10 characters, and can be letters, numbers or any combination. It cannot include any other characters or spaces.

Can I set the same SecureCode for all of my cards?

Yes but remember that only your HSBC Debit MasterCard® card or HSBC MasterCard® card are eligible.

Once I have registered for MasterCard® SecureCode, how soon can I start to use it?

You can use the service immediately.

How can I tell if an online retailer accepts MasterCard® SecureCode?

Participating online retailers will normally display the MasterCard® SecureCode logo. For a list of participating merchants, please check the MasterCard® SecureCode website at http://www.mastercard.com/securecode.

What will happen when shopping at a MasterCard® SecureCode retailer using my MasterCard®?

Once you have reached the online checkout and input your card details you'll be presented with a separate window in which you'll see the HSBC and MasterCard® SecureCode logos, details of the transaction, your Personal Greeting and a SecureCode request box. If you want to proceed with the transaction simply input your SecureCode and click 'Submit'.

Will I be asked for my SecureCode at all online retailers?

No, only those online retailers who are participating in the service will ask you for your SecureCode.

What happens if I lose one of my SecureCode registered HSBC MasterCard® cards? Do I need to re–register?

If your card has been reported Lost or Stolen, or if the card number changes, you'll need to re-register your new card. Once you have received your replacement card visit http://www.securecode.com/hsbc-us to re-register your card. Or, if you are shopping at a participating merchant, you will be asked to register your new card and create your private SecureCode before you check out. Simply follow the instructions to re-authenticate your identity and you can create a new SecureCode and complete your purchase.

My HSBC MasterCard® card is enrolled in SecureCode. Do I need to re–register it after it is renewed or replaced due to being damaged?

No. If your card is replaced because it expired, or your original card was damaged, you don't need to re-register your details on the MasterCard® SecureCode service.

Can I cancel one or all of my cards from the service?

Yes, simply log-on to http://www.securecode.com/hsbc-us and click onto 'Account Management'.

What happens if I forget my SecureCode?

You can re-register and create a new SecureCode by logging onto http://www.securecode.com/hsbc-us. If you forget your SecureCode when making an online purchase, you can quickly reset your SecureCode by clicking on the "Forgot Your SecureCode?" link in the pop-up window during the purchase process. Simply follow the instructions to re-authenticate your identity and you can create a new SecureCode and complete your purchase.

Can I change my existing SecureCode or Personal Greeting?

Yes, simply log onto http://www.securecode.com/hsbc-us and click onto 'Account Management'.

Who should I call if I have any questions related to SecureCode?

You may call 800.462.1874.

I suspect someone has access to my SecureCode, what can I do?

Log on to http://www.securecode.com/hsbc-us and reset your SecureCode or call 800.462.1874

1 Covers U.S.–issued cards only. MasterCard®'s Zero Liability Policy does not apply to commercial credit card or ATM transactions, or to PIN-based or other transactions not processed by MasterCard®, or if you are grossly negligent or fraudulent in handling your card or card number. Your card account must be in good standing, and you must report all unauthorized transactions as soon as possible. You may not be covered if you have reported two or more unauthorized transactions within the last 12 months. Certain unauthorized transactions require a cardholder signature prior to issuing provisional credit.

Deposit products offered in United States by HSBC Bank USA, N.A. Member FDIC.

MasterCard® card, SecureCodeTM and the MasterCard brand mark are registered trademarks of MasterCard International Incorporated.

Have a question?

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800.975.4722

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TTY: 800.898.5999
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ARE NOT A BANK DEPOSIT OR OBLIGATION OF THE BANK OR ANY OF ITS AFFILIATES ARE NOT FDIC INSURED ARE NOT INSURED BY ANY FEDERAL GOVERNMENT AGENCY ARE NOT GUARANTEED BY THE BANK OR ANY OF ITS AFFILIATES MAY LOSE VALUE
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