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Credit Cards FAQs

Common questions for HSBC Credit Cards

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Credit Cards

Which HSBC Credit Cards can I apply for?

HSBC Credit Cards have been designed to complement your lifestyle. We currently offer credit cards which extend a host of offers ranging from travel privileges to dining, shopping and more.

Please visit the credit cards section on our website for details on the various credit cards we offer, product features, benefits and the eligibility criteria.

What documentation do I need to provide when applying for an HSBC Credit Card?

  • Self-attested recent passport size photograph of the applicant
  • Self-attested copy of a valid photo identity document (please refer to the list below for details)
  • Self-attested copy of your residence address proof (please refer to the list below for details)
  • Self-attested copy of the latest salary slip or income tax returns or Form 16

Please note that the original documents need to be originally sighted and verified by a bank official.

Know Your Customer (K.Y.C.) Documents

Proof of Identity (any one)
  • Passport
  • Election/Voter’s ID
  • Permanent driving licence
  • Permanent Account Number (PAN) card
  • Aadhaar card
  • National Rural Employment Guarantee Act (NREGA) job card
     

Proof of Address (any one)

  • Passport
  • Election/Voter’s ID
  • Permanent driving licence
  • Society outgoing bill (only from registered societies)
  • Electricity/Water/Telephone bill
  • Gas bill (pipeline connection only)
  • Property tax bill
  • Domicile certificate with address issued by Municipal
     

Corporation

  • Registered rent/lease agreement (registered with state government or similar registration authority)
  • Government employee ID card
  • Defence ID card
  • Aadhaar card
  • National Rural Employment Guarantee Act (NREGA) job card

If the address on the document submitted as Proof of Identity (P.I.) by you is the same as that declared by you in the Account Opening Form (A.O.F.)/Card Application Form (C.A.F.), the document may be accepted as a valid proof of both identity and address. If the address indicated on the document submitted for P.I. differs from the address mentioned in the A.O.F./C.A.F., a separate Proof of Address is required.

How do I apply for an HSBC Credit Card?

To apply for an HSBC Credit Card you can:

  • Visit the credit card section on our website www.hsbc.co.in/credit-cards/. Simply click the "Apply Now" icon to initiate your application or
  • Call our HSBC PhoneBanking numbers and we will arrange for a representative to visit you or
  • Visit the nearest HSBC branch in India

I have applied for an HSBC Credit Card, how can I check on the status of this?

You will receive timely alerts on the credit card application status by way of an SMS on the mobile number stated on your application form. Alternatively, you may also check the status of your application by calling our PhoneBanking number in your city.

How long does it take to receive an HSBC Credit Card?

Once we have received your application form complete in all respects along with all the required documents, your application will be processed within two weeks. You will receive your new credit card in 7 working days, once your application is approved. The Bank will send you timely alerts on the credit card application status by way of an SMS on the mobile number stated on your application form.

How can I check the status of my credit card consignment?

Once your credit card is dispatched, you will receive the dispatch details by way of an SMS on your mobile number registered with us.

You can track the status of the shipment using the Airway Bill on the courier’s website.

BLUE DART - Bluedart.com

DHL - Dhl.com

If you need any further assistance, please call our PhoneBanking number.

I have not received my card statement?

Your credit card statement is couriered to your mailing address and the Airway Bill number (courier reference number) would have been sent by way of an SMS. The Bank also sends out statements by e-mail to your personal e-mail address registered on the Bank’s record.

Customers who have self-registered for Internet Banking service, can view and download their credit card statement online; just visit the Ways to Bank section on our website. In case you need any further assistance, please call our PhoneBanking service.

How do I register for e-statements?

  1. Log onto HSBC’s Internet Banking.
  2. Set up a one-time request by clicking on the "Request e-statements/e-Advice" option in the Main Menu.
  3. We will send you a secure mail and an SMS alert informing you when your e-statement is ready.

Please note that the statements will be held on your HSBC Internet Banking account for 11 months for cards and 15 months for bank accounts. You may download these statements onto your computer, if you want to store them for a longer period.

Can I use my HSBC Credit Card as soon as I receive it?

All Chip cards are sent in a deactivated state and need to be activated. If a card has been sent to you in a deactivated state, the same will be indicated by a sticker on the card sent to you.
 

You may activate the card in any of the following ways:

  • Use your ATM PIN to activate the card on an HSBC ATM
  • Perform a PIN based transaction
  • Call HSBC India PhoneBanking

How can I change my PIN?

You can change your PIN at an HSBC ATM in India and Overseas.

What fees and charges are linked to the credit card?

HSBC offers various credit cards to suit your needs. The fees and charges for each credit card may differ.

You can visit www.hsbc.co.in/credit-cards/ to view the fees and charges for the various credit cards we offer.

How many additional cards can I request for on my credit card?

You can apply for upto 3 additional (add-on) cards in addition to the primary card. The add-on cards can be issued to immediate family members. The credit limit assigned to the primary card is shared between the primary and the add-on Cardholders and the primary Cardholder is responsible for the payment of outstanding against these cards.

How can I apply for additional card(s)?

You can fill the add-on card request form (available on our website www.hsbc.co.in under applications) and submit it across the counter at an HSBC branch along with mandatory documents listed in the application. Please carry your original documentation for validation by the Branch Officer.

Is there a rewards programme linked to my credit card?

HSBC offers various credit cards to suit your needs. The rewards programme for each credit card may differ. You can visit www.hsbc.co.in/credit-cards/rewards/ to view the ongoing rewards programme for the various credit cards we offer.

How long are my reward points valid?

Classic and Gold

Reward point expiry will follow a rolling expiry system with a reward point validity period of 2 years, reward points earned during the 1st year of card membership, if not redeemed, will expire at the end of the 2nd year of card membership, reward points earned during the 2nd year of card membership, if not redeemed, will expire at the end of the 3rd year and so on. The 1st year of card membership begins from the date of credit card issuance. For instance, for a credit card issued on 10 March 2011, the reward points earned from 10 March 2011 to 10 March 2012, if unredeemed will expire on 31 March 2013.

Platinum, Premier and Signature

Reward point expiry will follow a rolling expiry system with a reward points validity period of 3 years, reward points earned during the 1st year of card membership, if not redeemed, will expire at the end of the 3rd year of card membership, reward points earned during the 2nd year of card membership, if not redeemed, will expire at the end of the 4th year and so on. The 1st year of card membership begins from the date of credit card issuance. For instance, for a credit card issued on 10 March 2011, the reward points earned from 10 March 2011 to 10 March 2012, if unredeemed will expire on 31 March 2014.

How do I redeem my reward points?

You can redeem these points for a range of redemption options including garments, home appliances, cosmetics, gift vouchers, airline miles and donation to charities. Please visit the credit cards - rewards programme section on our website to view all the redemption options.

To redeem your reward points, use any of the below options:

  • You can access the online credit card rewards catalogue on www.hsbc.co.in. Please note, you need to have registered for
  • Internet Banking ID to be able to redeem your points online
  • You can download the rewards redemption form from our website www.hsbc.co.in and mail it to HSBC Card Products Division,
  • Post Bag Number 5080, Chennai - 600 028
  • You can call our PhoneBanking number and request a redemption on the IVR or by speaking with a PhoneBanking Officer

Where can I see the offers available on my HSBC Credit Card?

You can visit the special offers and discounts section within the credit card section on our website www.hsbc.co.in to view the current offers on your credit card.

What is the CVV number?

The CVV Number (Card Verification Value) on your credit card or debit card is a 3-digit number on Visa and MasterCard® credit and debit cards. The CVV should not be disclosed to any person other than the Cardholder. Your CVV number can be located by looking on your credit or debit card, as illustrated in the image below:

What is the interest free credit period on the HSBC Credit Card?

Interest free credit period is provided upto 52 days. Please note that the interest free credit period is not valid, if any balance of the previous month’s bill is outstanding or in the event of making part/minimum outstanding payment.

How are finance and late charges calculated?

You can refer to the most important terms and conditions sent along with your credit card to view the charges applicable and the calculation for the same for your credit card. Alternatively, you can visit the credit card section on our website www.hsbc.co.in for the said details.

Will I be charged anything extra if I use my card overseas?

Your cards are internationally valid cards and there is no extra charge for usage at the Point of Sale. You will be charged a transaction fee for cash withdrawal of ₹100 at overseas ATMs.

How can I make payments on my credit card account

Here are some easy ways to pay your HSBC Credit Card bill:

  • National Electronic Funds Transfer (N.E.F.T.)
    Make a payment towards your HSBC Credit Card account via National Electronic Fund Transfer (N.E.F.T.), mentioning the complete 16-digit HSBC Credit Card number. The IFSC code for HSBC is HSBC0400002
  • Drop-boxes
    Drop your draft/cheque at your nearest Skypak or M.I.N.C. drop-boxes. Download an exhaustive list (PDF, 259 KB) of the Skypak and M.I.N.C. drop-boxes
  • Mail cheque/draft
    Mail your cheque/draft to your nearest HSBC branch. Log onto www.hsbc.co.in to view a list of our branches
  • Standing Instructions (Option available for HSBC bank accountholders only)
    Issue standing instructions to debit your HSBC Savings/Current account
  • Internet Banking (Option available for HSBC bank accountholders only)
    Pay online by logging onto HSBC Personal Internet Banking
  • Over the counter
    Pay by cash or cheque at any HSBC branch in India. A "Cash Payment Charge" of ₹100, or any other sum as may be decided from time to time, will be levied for HSBC Credit Card bill payments made in cash at HSBC branches and drop-boxes
  • PhoneBanking (Option available for HSBC bank accountholders only)
    Make a PIN verified call and make your payment over the phone
  • Through ATMs
    Deposit cash or cheque at any HSBC ATM in India. You could also make an ATM funds transfer
  • Electronic Clearing System (E.C.S.) (Option available in select cities only)
    Authorise HSBC to debit an account that you hold with any other bank

You can call our PhoneBanking Officers for more details on any of the above payment channels. You can also visit our website www.hsbc.co.in

What is the minimum monthly repayment on my HSBC Credit Card?

Your monthly payment should cover at least the minimum amount due. Minimum Payment Due (MPD) is the sum of 5% of the total payment due and the greater of the past due amount and overlimit amount (if any). For e.g. i.e. MPD = 5% of total payment due + greater of (past due; overlimit amount) + Equated Monthly Instalment* (EMI) amounts due (if any).

How long does it take for a cheque payment to clear on my credit card?

Your cheque payment deposited will take 3 working days to reflect in your card account.

What do I do if I have lost my HSBC Credit Card?

In the event that you lose your credit card, please:

  • Report the loss to HSBC PhoneBanking or to the Visa Global Emergency Assistance Helplines immediately
  • Request replacement at HSBC PhoneBanking/Branch/Internet Banking
  • File a police report for the lost/stolen HSBC Credit Card
  • Please confirm the loss in writing to, The Manager, Credit Cards, Post Box Number 5080, Chennai – 600 028

If you recover your HSBC Credit Card after you have reported its loss, please do not attempt to use it.
Instead, please destroy the HSBC Credit Card by cutting it into several pieces and report the same to HSBC.

How do I register for Internet Banking?

Registering for HSBC’s Internet Banking service is a simple one-time activity. Self-register with any one of the combinations below:

  • Your 10-digit Personal Banking Number (PBN), and your 6-digit PhoneBanking PIN; or
  • Your credit card number and credit card ATM PIN; or
  • Your ATM card number and ATM PIN; or
  • Your debit card number and debit card PIN. Please note, you should have activated your ATM/debit card by using it at an HSBC ATM at least once

How do I set up a direct debit to pay my credit card account?

You will need to visit the nearest HSBC bank branch to set up a direct pay instruction from your HSBC account.

What do I do if my HSBC Credit Card is damaged?

Please call HSBC PhoneBanking number or send a secured message (by logging onto Internet Banking) to replace the credit card.

Will I automatically receive a new HSBC Credit Card, if my existing credit card is about to expire?

Yes, you will receive a new HSBC Credit Card 2-3 weeks prior to expiry of the credit card.

How can I decrease my credit limit?

You can call HSBC PhoneBanking or send a secured message (by logging onto Internet Banking) to request for a decrease in limit on your credit card. This is subject to the minimum limits set by HSBC on your credit card.

How can I increase my credit limit?

You can apply for an increase in credit limit by filling up the "Credit Limit Enhancement Form" available under the Application Forms section of our website www.hsbc.co.in. You are also requested to submit necessary documents with the credit limit enhancement form. In such case, HSBC request you for financial documents and may at its sole discretion, increase the credit limit post necessary credit checks.

Can I use my HSBC Credit Card at an ATM to withdraw cash?

You will be able to withdraw cash at an ATM, provided the withdrawal amount is within your cash withdrawal limit. Cash withdrawal limit is communicated to you at the time of delivery of the card and is also indicated in your monthly card statement.

You can visit www.hsbc.co.in/credit-cards/ page to view the fees and charges for cash withdrawal on your card.

How can I close my HSBC Credit Card account?

You can exercise any of the following options to initiate closure of your HSBC Credit Card:

  • Login to HSBC Internet Banking with your user ID and password and submit your request
  • You can also call HSBC PhoneBanking and register a card closure request
  • Alternatively, can submit a written request at any HSBC branch

Please remember to cut your card into pieces across the Chip and magnetic stripe, post-submission of your closure request.

How do I query a transaction on my credit card statement?

You can exercise any of the following options for transaction query on your HSBC Credit Card:

  • Login to HSBC Internet Banking with your user ID and password and submit your request by sending us a secured e-mail
  • You can also call HSBC PhoneBanking

What should I do if I suspect, there has been fraudulent activity on my credit card?

In the event, you suspect fraudulent activity on your card, please immediately:
  • Notify the Bank. Please call our PhoneBanking numbers
  • Block the card
  • Request for a replacement

Please mail the completed customer dispute form (please refer to our website www.hsbc.co.in under application forms) and the relevant documents to 

Charge Back Section, Credit Card Division, Post Box Number 5080, Chennai – 600 028.

Please refer to www.hsbc.co.in/credit-cards/ for service guide and most important terms and conditions to view the claims process for the relevant card.

How do I change my personal details?

You may update your contact number/e-mail ID by logging onto HSBC Internet Banking or by calling our PhoneBanking numbers.

How do I make an HSBC Credit Card insurance claim?

Please contact the toll free number of ICICI Lombard, to register the claim visit Icicilombard.com. You are also required to file a police report for the lost/stolen HSBC Credit Card and send a copy of the acknowledged police report directly to ICICI Lombard General Insurance Company Ltd. to enable them to process the insurance claim.

The following documents are required to file the claim with ICICI Lombard General Insurance Company Ltd.

Counterfeit

  • Claim form duly filled and signed by customer/by bank (on behalf of the customer)
  • Card copy
  • Recent 3 months card statement
  • Copy of dispute letter given by customer to bank – verified by bank
  • Copy of incident report by bank
  • Complete passport copy (all 36 pages) – Attested by gazetted officer/verified by bank – If fraud happened in international location
  • Copy of sales slips for the fraud transactions – If fraud happened in India
  • If claim amount >1 lakh, Anti Money Laundering (AML) Documents – Notarised/Attested by gazetted officer (PAN Card copy,
  • Address proof, 2 passport colour photos of claimant)*
  • N.E.F.T. mandate form duly filled in by the claimant and verified by bank – original (for direct fund transfer)*
  • Cancelled cheque – original (for direct fund transfer)*

Lost Card Liability

  • Claim form duly filled and signed by customer/by bank (on behalf of the customer)
  • Copy of F.I.R. at loss location - Attested by gazetted officer/verified by bank
  • Recent 3 months card statement
  • Copy of dispute letter given by customer to bank - verified by bank
  • Copy of incident report given by bank
  • Complete passport copy - Attested by gazetted officer/verified by bank
  • If claim amount >1 lakh, Anti Money Laundering Documents - Notarised/Attested by Gazetted Officer (PAN Card copy, Address proof, 2 passport colour photos of claimant)*
  • N.E.F.T. mandate form duly filled in by the claimant and verified by bank - original (for direct fund transfer)*
  • Cancelled cheque - original (for direct fund transfer)*

Online Fraud Protection

  • Claim form duly filled and signed by customer/by bank (on behalf of the customer)
  • Card copy
  • Recent 3 months card statement
  • F.I.R. Report - Notarised/attested by a gazetted officer
  • Copy of dispute letter given by customer to bank - verified by bank
  • Incident report given by bank
  • Complete passport copy - attested by gazetted officer/verified by bank - If fraud happened in international location
  • If claim amount >1 lakh, Anti Money Laundering documents - Notarised/Attested by gazetted officer (PAN Card copy, Address proof, 2 passport colour photos of claimant)*
  • N.E.F.T. mandate form duly filled in by the claimant and verified by bank - original (for direct fund transfer)*
  • Cancelled cheque - original (for direct fund transfer)*

Purchase Protection

  • Claim form duly filled and signed by customer
  • Card copy
  • Copy of F.I.R. - Attested by gazetted officer/Verified by bank
  • Card Statement showing purchase details of the item lost
  • Incident letter by the customer
  • Proof of purchase bill: Original
  • If claim amount >1 lakh, Anti Money Laundering documents - Attested by gazetted officer (PAN Card copy, Address proof,
  • 2 passport colour photos of claimant)*
  • N.E.F.T. mandate form duly filled in by the claimant and verified by bank - original (for direct fund transfer)*
  • Cancelled cheque - original (for direct fund transfer)*

*Documents need not to be provided when the claim amount is being paid to bank.

I can’t remember my ATM PIN, what should I do?

You can request for a new PIN in any of the following ways:
  • Call our PhoneBanking numbers
  • Send a secured message after logging into Internet Banking
  • Visit the branch to place the request

The ATM PIN will be dispatched to your mailing address within 7 working days of placing the request.

I can’t remember my PhoneBanking PIN, what should I do?

You can re-generate the PhoneBanking PIN by calling our HSBC PhoneBanking number. Please keep your ATM PIN handy to generate the new telephone PIN. Follow the IVR to generate the new telephone PIN yourself. You can alternatively speak to our service advisors who will be eager to assist you with the telephone PIN.

How can I stop a recurrent credit card transaction?

The recurring debit may originate from a debit mandate that you may have given to a merchant establishment. Please approach the same merchant to cancel the recurring debit instruction.

What is Balance transfer on EMI?

Balance transfer on EMI is a feature that allows you to transfer the outstanding balance from your other credit cards to your HSBC Credit Card and repay in easy monthly instalments.

How does Balance transfer on EMI benefit me?

This feature allows you to transfer other bank credit card outstanding dues for repayment at lower interest rates, hence, saving your interest costs that may have been applicable on the other card, in case of part payment.

How do I know if I am eligible and whom do I contact for the Balance Transfer?

You may call up our PhoneBanking services for checking your eligibility.

What is the minimum amount that can be transferred from any other bank card?

The minimum amount that can be transferred from any other bank credit card account to the Cardholder’s HSBC Credit Card is ₹3,000.

What is the maximum amount that can be transferred from any other bank card?

The maximum amount that can be transferred from other bank credit cards to the Cardholder’s HSBC Credit Card is upto 90% of the credit limit on the Cardholder’s HSBC Credit Card subject to available balance as on the date of approval of the Cardholder’s application.

If the amount to be transferred to the HSBC Credit Card exceeds 90% of the credit limit on the date of acceptance by HSBC, HSBC will not be able to process the request and the same will be intimated to you. HSBC will transfer the amount by way of a demand draft sent to your mailing address or directly to the other bank through electronic transfer.

What is the tenure for which I can avail the Balance Transfer facility?

You have the option of various tenures viz. 6 months, 12 months, 18 months and 24 months

Can I transfer balance from more than one credit cards?

The Cardholder can transfer outstanding balance from one or more select other bank credit cards under the same or different balance transfer options, within his credit limit. However, the customer cannot transfer such balance from his/her other HSBC Credit Card.

What is the rate of interest that I will be charged for the Balance Transfer facility?

The interest rate chargeable depends on the type of card you hold and the plan you choose. The interest rates ranging from 15% p.a. to 19.8% p.a. There is also a one time processing fee ranging from 1% to 2%. For more details you can call HSBC PhoneBanking number or visit www.hsbc.co.in

How will my credit card limit be affected?

Balance transfer transaction will block the available credit limit on the Cardholder’s credit card upto the amount of balance transfer-on-EMI availed including applicable charges and Service Tax.

What happens when I have applied for multiple balance transfers across various options?

In the event, a Cardholder transfers different amounts under different balance transfer options, the repayment will be allocated to the balance transfers in decreasing order of the interest rates i.e. the repayment will be apportioned first to the highest interest balance transfer for the Cardholder. In case a Cardholder has availed of two or more separate balance transfers of the same tenure, the repayment will be allocated in the same sequence that the balance transfers have been applied for.

Do I have the option to pre close the Balance Transfer facility?

Pre-payment charges on foreclosure of Balance transfer facility will not apply.

What if I close my card account while the Balance Transfer EMI is being serviced?

If the Cardholder closes his card before all applicable EMIs are posted to the card account, the outstanding Balance transfer-on-EMI amount will be debited to the card account as one consolidated amount which will be due for payment.

What is Cash-on-EMI?

The Cash-on-EMI facility allows the Cardholder to avail the cash advance facility on his/her HSBC Credit Card and repay the same in Equated Monthly Instalments (EMIs).

How does Cash-on-EMI benefit me?

This facility allows you to avail a cash advance facility without any documentation and also save your interest costs.

How do I know if I am eligible and whom do I contact for the Cash-on-EMI facility?

You may call up our PhoneBanking services for checking your eligibility.

What is the minimum amount that can be availed under the Cash-on-EMI facility?

The minimum amount eligible for the Cash-on-EMI facility will be ₹5,000 subject to eligibility.

What is the maximum amount that can be availed from any other bank card?

The maximum amount that can be offered is upto 90% of the credit limit on the Cardholder’s HSBC Credit Card subject to available balance as on the date of approval of the Cardholder’s application. If the outstanding balance on the HSBC Credit Card exceeds 90% of the credit limit on the date of acceptance by HSBC, HSBC will not be able to process the request and the same will be intimated to the customer.

What is the tenure for which I can avail the Cash-on-EMI loan?

You have the option of various tenures viz. 6 months, 12 months, 18 months and 24 months.

What is the rate of interest that I will be charged with the Cash-on-EMI facility?

The interest rate chargeable depends on the type of card you hold and the plan. The interest rates range from 18% p.a. to 23.88% p.a. In addition, there is a one-time processing fees ranging from 2% to 5% applicable. For more details please contact HSBC PhoneBanking numbers.

What if I close my card account while the Cash-on-EMI is being serviced?

If the Cardholder closes his card before all applicable EMIs are posted to the card account, the outstanding Cash-on-EMI amount will be debited to the card account as one consolidated amount which will be due for payment.

Do I have the option to pre close Cash-on-EMI facility?

Yes, you can certainly pre close "Loan On Phone" facility. Prepayment charges on foreclosure will apply at the rate of 3% on the outstanding amount of the loan, subject to a minimum of ₹250.

What is Loan On Phone?

Loan On Phone (L.O.P.) is a facility by which the Cardholder can make purchases on the HSBC Credit Card and then convert the purchase amount into instalments. The Cardholder can make the purchase at any merchant establishment and post purchase, get the transaction converted into an L.O.P. within 15 calendar days of the purchase transaction.

How does Loan On Phone benefit me?

This facility allows you to convert your outstanding balance into Equated Monthly Instalments (EMIs).

How do I know if I am eligible and whom do I contact for the Loan On Phone?

You may call up our PhoneBanking services for checking your eligibility.

What is the minimum amount that can be availed under the Loan On Phone facility?

The value of the transaction should be greater than ₹2,000 to be eligible for conversion to a Loan On Phone. Other debit transactions like cash withdrawals and card fees will not be eligible for this facility.

What is the tenure for which I can avail the Loan On Phone loan?

You have the option of various tenures viz. 6 months, 12 months, 18 months and 24 months.

What is the rate of interest that I will be charged for the Loan On Phone facility?

The interest rate chargeable depends on the type of card you hold and the plan. The interest rates range from 18% p.a. to 23.88% p.a. In addition, there is a one-time processing fees ranging from 2% to 5% applicable. For more details please contact HSBC PhoneBanking numbers.

What if I close my card account while the Loan On Phone EMI is being serviced?

If the Cardholder closes his card before all applicable EMIs which are posted to the card account, the outstanding Loan On Phone amount will be debited to the card account as one consolidated amount.

Do I have the option to pre close the Loan On Phone facility?

Yes, you can certainly pre close "Loan On Phone" facility. Prepayment charges on foreclosure will apply at the rate of 3% on the outstanding amount of the loan, subject to a minimum of ₹250.

What is balance conversion?

In balance conversion, the Cardholder can convert the retail outstanding balance on HSBC Credit Card, due to HSBC, either billed or unbilled by request, into EMIs.

How does Balance Conversion benefit me?

This facility allows you to convert your outstanding balance into Equated Monthly Instalments (EMIs).

How do I know if I am eligible and whom do I contact for the Balance Conversion facility?

You may call up our PhoneBanking services for checking your eligibility.

What is the minimum amount that can be availed under the EMI facility?

Minimum amount that you may convert into EMI should be greater than ₹5,000.

What is the tenure for which I can avail the Balance Conversion loan?

You have the option of various tenures viz. 3 months, 6 months and 12 months.

What is the rate of interest that I will be charged for the Instant EMI facility?

The interest rate chargeable are as follows:

  • 3 months - 0% interest and 3% processing fees.
  • 6 months - 0% interest and 5% processing fees.
  • 12 months - 15% interest and 2% processing fees.

What is Instant EMI?

Instant EMI facility by which the Cardholder can convert his/her purchases into Equated Monthly Instalments at the Point of Sale, while purchasing a product at select merchant outlets.

How does Instant EMI benefit me?

This facility allows you to pay in Equated Monthly Instalment (EMI) for your purchase at the Point of Sale only at select merchant outlets.

What is the minimum amount that can be availed under the Instant EMI facility?

The minimum amount that you may convert into EMI should be greater than ₹2,000.

What is the tenure for which I can avail Instant EMI loan?

You have the option of various tenures viz. 3 months, 6 months,12 months and 18 months. The tenure options may vary across different merchants, which will be communicated to you at the time of purchase.

What is the processing fee that I will be charged?

The processing fee, if charged, may vary depending on the merchants. The same will be clearly communicated at the time of the transaction.

What if I close my card account while the Instant EMI is being serviced?

If the Cardholder closes his card before all applicable EMIs which are posted to the card account, the outstanding amount will be debited to the card account as one consolidated amount. The Cardholder will have to ensure that the outstanding is paid in full to ensure complete closure of the card.

Do I have the option to pre close the Instant EMI facility?

Yes, the Prepayment charges on foreclosure will apply at the rate of 3% on the outstanding amount of the loan, subject to a minimum of ₹250.
 

What is the rate of interest that I will be charged for the Instant EMI facility?

The interest rate chargeable are as follows:

 

3 months - 12.5% interest

6 months - 12.5% interest

9 months - 13.5% interest

12 months - 13.5% interest

18 months - 13.5% interest

24 months - 15% interest

SMS OTP/Securepay Authentication

Why is there a need for a One-Time Password (OTP)/ Securepay password to complete an online transaction with the HSBC credit card?

The OTP helps to protect against online frauds. It is a secure way to authenticate that the customer making the online transaction is the rightful owner of the card being used. Primary cardholders can enter either the OTP received via SMS or the Securepay password for authentication of the online transaction.

Will every website require the OTP/Securepay password to be entered for authentication?

No, you will be asked to enter the OTP/Securepay password only if the website supports VISA/MasterCard® credit cards for online transactions and supports the Verified by VISA (VBV) or MasterCard® SecureCode (SC) authentication protocol.

Please note that, two factor authentication is compulsory for online transactions originating from websites/IVR merchants in India. The authentication is done using the Verified by VISA or MasterCard® SecureCode authentication service as explained above. In case you initiate an online transaction from an Indian website/Merchant IVR system without Verified by VISA / MasterCard® SecureCode authentication, the transaction will be declined.

I am using my HSBC credit card at an overseas website, do I need to enter the OTP/Securepay password for authentication?

If the website supports VBV/MasterCard® SecureCode authentication protocol, our system will automatically send you the OTP by way of an SMS for authentication at the payment stage. Alternatively primary cardholders can enter their Securepay password for authentication.

However if the overseas website does not support VBV/MasterCard® SecureCode authentication, the online transaction will be processed basis the card details without requiring the OTP/Securepay password for authentication.

However, please note that not all such transactions will be approved. If the online transaction is prohibited as per regulations in India or is considered as high risk by HSBC, such transactions will not be approved.

Can I use the same One Time Password (OTP) password for multiple transactions?

No, your One Time Password (OTP) can be used for a single transaction only.

Can I use the same Securepay password for multiple transactions?

Yes, Primary cardholders can use the Securepay password for multiple transactions.

What happens if I enter wrong OTP or wrong Securepay password multiple times?

In case you enter the wrong OTP or the wrong Securepay password three times successively, or if the combination of wrong OTP/Securepay password totals three attempts your transaction will be declined and the authentication service will be blocked.

Kindly note you will not be able to switch from SMS OTP to Securepay password option or vice versa in an event you have entered wrong OTP or the wrong Securepay password three times successively.

How can I unblock the VBV/MSC in case it gets blocked?

Primary credit card holders can login to Internet Banking and unblock their VBV/MSC password under the "Securepay" tab in case it gets blocked due to three incorrect attempts.

Add-on credit cardholders would need to call HSBC India Phone Banking numbers to get their VBV/MSC unblocked.

If I do not have my mobile number registered with HSBC INDIA, can I still make an online transaction with my HSBC credit card?

Primary cardholders without the mobile number registered with HSBC India can use the Securepay password for online transactions. However, primary cardholders who have not registered for Internet Banking and have not set up their Securepay password and Addon cardholders will have only the SMS OTP service for authentication of online transactions on websites/IVR systems that support Verified by VISA/MasterCard® SecureCode authentication protocol. HSBC provides the OTP on your registered mobile number and therefore in the absence of a registered mobile number you will not be able to complete the online transaction. We suggest that you register your mobile number with HSBC so that you are able to receive the OTP by way of an SMS for online transaction authentication in addition to transaction alerts. You may call the HSBC PhoneBanking number for immediate updation of the mobile number. The records will be updated subject to successful verifications.

I have a HSBC primary card, how do I create the Securepay password?

Primary cardholders will need to self-register for Internet Banking. Please visit the HSBC website (www.hsbc.co.in) and follow the instructions under the "Register" tab or you may call HSBC Phone Banking for guidance on how to self-register for Internet Banking. Once the Internet Banking login ID is created, please login with the security token and create your alphanumeric Securepay password under the "Securepay" tab. You can also create an OTP for authentication of IVR transactions under the ecurepay tab by typing in a 6 digit number of your choice. This OTP is valid for a single IVR transaction within 6 hours of the OTP creation. You can change the Securepay password/IVR OTP anytime by simply creating a new one under the option.

I wish to use only my Securepay password for my online transaction authentication, can you stop the SMS OTP?

Primary cardholders can enter either the OTP received via SMS or the Securepay password for authentication of the online transaction. By offering you a choice of the authentication service, we make it convenient for you to transact online. If a valid mobile number is registered with HSBC, you will automatically receive the SMS OTP for online/IVR transactions. You may decide to use either the Securepay password or the SMS OTP for authentication.

I have created an IVR OTP in Internet Banking and yet I receive another OTP via SMS during my IVR transaction, which one should I use?

You may use either of the OTPs. However please note that the IVR OTP you create in Internet Banking is valid for a single transaction within 6 hours, whereas the SMS OTP is valid for a single transaction within 5 minutes.

Can HSBC resend the OTP to me in case of non-receipt?

The OTP will be sent to your registered mobile number as soon as the online transaction request is received by the bank from the merchant’s website; however due to network issues there could be a delay in receipt of the OTP via SMS. To factor this, the OTP sent to your registered mobile number is valid for 5 minutes. In the event that you do not receive the OTP in 5 minutes, there will be an option provided in the HSBC Verified by VISA/Mastercard® Securecode authentication screen to generate another OTP which again would be valid for 5 minutes.

What should I do if I change my mobile phone number?

As your mobile phone number will be the primary contact for HSBC to send you an OTP or transaction based SMS alert, please ensure that your new mobile phone number is updated with HSBC at the earliest. Primary cardholders have the option to use the Securepay password for the online transaction after prior registration.

Can I opt out of the OTP/Securepay password authentication service for online transactions?

No, the OTP/Securepay password is mandatory for authentication at websites that accept VISA/MasterCard® credit cards and support the Verified by VISA/MasterCard® SecureCode protocol.

Do I have to pay for this service?

No, you do not need to pay for this service.

I have an Add-on card, do I need to update my mobile number to receive the OTP?

Yes, please register your mobile number with HSBC so that you are able to receive the OTP for online transaction authentication and also to receive transaction alerts. You can call the HSBC PhoneBanking number for immediate updation of the mobile number. The records will be updated subject to successful verifications.

What happens to the Securepay password I had created on Internet Banking for my primary card?

In case of primary cardholders, the Securecode password created on Internet Banking can be used.

Does the implementation of SMS OTP authentication mean that the Securepay password authentication was not secure?

No, Securepay password authentication is also secure. SMS OTP is a convenient option being made available to you so that you do not need to register separately to be able to use your card online.

Do I have a choice to continue using my Securepay password instead of the SMS OTP option?

Yes, Primary cardholders can use either the Securepay password or SMS OTP for authentication of online transactions.

How will SMS OTP function for replacement card issued in case of lost/stolen/Upgrade or renewed cards?

If there is no change in the mobile number, you can start using the SMS OTP authentication for online transactions even after the card has been replaced as lost/stolen or on upgrade/renewal.

After I update my mobile number with HSBC, can I start using my card for e-Commerce transactions immediately?

Yes, you can start using the card immediately after you have updated the mobile number with HSBC.

I do not see my Personal Assurance message after the SMS OTP launch, how do I know if it is safe to use the website?

Primary cardholders who have registered their card for Securepay password will see the Personal Assurance Message. It will not be displayed in case of authentication via SMS OTP functionality.

Chip Credit Cards

What is EMV Chip Card?

EMV (Europay MasterCard Visa) is a global security standard for chip card technology. It enables chip cards to be accepted anywhere in the world. With the EMV Smart Chip, your card is better protected against fraudulent usage.

How does this security feature impact the usage of HSBC credit cards?

At HSBC, it is our endeavor to offer you secure ways to transact by adopting the latest technology. Chip cards offer a global security standard in card technology and are safer than magnetic stripe cards. A magnetic stripe card can be easily cloned. A chip card, however, contains a microprocessor chip that uses encryption to prevent its contents from being replicated.

The Chip cards from HSBC are classified as "Chip and PIN" credit cards. These cards offer the safety of Chip cards and incorporate another layer of security in the form of PIN validation. You will be required to authenticate your purchases at merchant outlets using your 6-digit ATM PIN at the electronic Point of Sale (POS) terminal, in addition to your signing the sales slip, to complete the payment.

Do I have to pay for my new HSBC Chip credit card?

No replacement fee will be levied for the issuance of chip credit card. For replacements due to stolen / lost / damaged cards, and new credit cards issued, replacement charges/card fees will be levied as per the tariff applicable to your credit card.

Do I have to ask for a new PIN for the replaced Chip credit card?

No, your current ATM PIN on the existing credit card can be used on as the PIN for your replacement card. In case you do not know the PIN of your existing credit card, you could call HSBC PhoneBanking to request for a new credit card ATM PIN.

Can I use the HSBC Chip credit card for online transactions as well as at Point Of Sale (POS) terminals?

Yes, you can use the HSBC Chip credit card for POS as well as for online transactions at websites that accept Visa/MasterCard credit cards. Online card usage will require authentication of the transaction by entering the 6 digit OTP (One Time Password). HSBC has rolled out an SMS OTP functionality for easier use during both online and IVR transactions. If you had previously created Verified by Visa (VBV)/ Mastercard SecureCode (MSC) passwords, you can no longer use them. Instead, the HSBC SMS OTP authentication service will automatically trigger authentication for your online/IVR transactions via the SMS OTP.

Please refer to the FAQ on Implementation of SMS OTP authentication for Primary and Add-on cards for further details.

Usage at POS terminals present at merchant establishment will require you to input your 6 digits ATM PIN number, to validate the transaction. Incorrect ATM PIN will not validate the transaction and the same shall not be processed. In case you do not have an ATM PIN, please place your request for the same on HSBC Phone Banking /HSBC Personal Internet Banking. You may also visit your nearest HSBC Branch and place a request for an ATM PIN. Upon request the ATM PIN shall be sent to your mailing address.

Can I use the HSBC Chip credit card overseas?

Yes. Depending on the capability of the overseas POS terminal, you may be required to validate your purchases using your 6-digit Credit card ATM PIN in addition to signing the sales slip. Please note, in some countries chip cards are not prevalent and not all POS terminals can accept chip cards. Your card transactions in these countries will revert to using magnetic stripe instead.

Would the HSBC Chip credit card be accepted by all merchants?

Yes. The Chip credit card also has a magnetic strip to ensure acceptance even at merchants whose POS terminals do not have Chip card capability. Hence the HSBC Chip credit card can be used at most card accepting merchants in the same way as the magnetic strip cards are used.

How do I use my HSBC Chip Credit Card?

  1. The merchant will dip the Chip Card into the POS terminal’s card reader and enter the amount to be paid by you.
  2. The POS terminal will ask for your PIN, which will be your 6 digit Credit card ATM PIN.
  3. You will be required to enter your Credit Card ATM pin on the Point of Sales (POS) machine in addition to signing the charge slip for the purchase transaction to successfully go through.
  4. The Merchant hands over your copy of the Sales slip along with the Chip Card.

Payment Hierarchy

What is Payment Hierarchy?

Payment hierarchy is an allocation of payment on your credit card account for different plan types which currently includes EMI as applicable on balance build products like Loan on Phone/Cash on EMI/Instant EMI, purchases, cash withdrawal and Balance Transfer option.

How has the current payment hierarchy changed?

The allocation of payments will now be towards high interest bearing plans, followed by lower interest bearing plans in a descending order.

When is the new payment hierarchy coming into effect?

The new payment hierarchy will come into effect on 5 August 2013.

How is the new payment allocation logic (payment hierarchy) different from the existing one?

Before the new payment allocation was put in place, payments made to the cardholder’s account will be settled in the order of Minimum Payment Due, Balance Transfer (BT) outstanding, fees and charges, Cash advances and Purchase outstanding.

Effective 5 August 2013, in the revised hierarchy, the payment allocation will take place to the extent of Minimum Payment Due, in order of the following "plans" i.e. EMI, Cash advances, Purchase outstanding and Balance Transfer, in descending order of interest rates.

In addition, the allocation of payment will be such that the transaction/fees billed after your last statement but not yet paid, will get paid off before any charges/fees incurred after your last statement date and are yet to be reflected on your statement.

How will the new payment hierarchy affect me?

Any payment in excess of the Minimum Payment Due will be applied to the plans with the highest interest rate first. Hence, you will benefit by way of lower interest expenses incurred on the credit card. However, the impact of the new payment allocation logic will vary for different card accounts depending on the nature of spends and usage of the credit card.

What will be the payment allocation if I pay more than the statement balance?

Any payments in excess of the statement balance will be allocated to any unbilled fees and charges followed by the unbilled principal balances, starting from balances with the highest interest rate, in the credit card account, if any.

I have further queries on the new payment hierarchy, whom should I contact?

You may call our PhoneBanking numbers mentioned on the back of your credit card or on our website.

Credit Card Limit Change

Need additional limit?

You might choose to increase the credit limit on your credit card from time to time in order to accommodate unforeseen expenses while travelling overseas or to pay for large purchases conveniently.

How do I increase the credit limit on my Credit Card. Am I eligible?

Credit limit enhancement can be considered based on internal policies.

Some key points for eligibility have been mentioned below:

  • The card issuance date should be at least more than six months
  • No credit limit increase/decrease within last 6 months
  • There should be at least one purchase in the last three months
  • The credit card should not be over limit
  • The credit limit enhancement will be done post credit bureau checks as per Bank’s sole discretion
  • K.Y.C. should be up to date

What are the documents required to increase the credit limit on my Credit Card?

Any one of the following self-attested copy for income proof

For salaried employees:

  • Latest 3 months pay slips and Bank statements reflecting salary credit
  • Latest Income Tax Returns Latest Income Tax Returns
  • Form 16

For self-employed:

  • Latest Income Tax Returns

Any one of the following self-attested copy for ID proof for both salaried and self-employed individuals:

  • Passport
  • Government employee ID card
  • Election/Voter’s ID
  • Defence ID card
  • Permanent Driving Licence
  • PAN card

I want to increase my credit card limit. How do I place a request?

Credit limit enhancement can be requested via any of the following modes:

Contact  HSBC PhoneBanking
(call on 1860 108 7788 or 1860 500 2277 within India, 040 - 67173402 \ 080 - 49089632 if overseas)

Complete the Credit Limit Enhancement form, attach your self-attested latest income document and a copy of self-attested proof of ID and mail to: Credit Cards Limit Management, The Hongkong and Shanghai Banking Corporation Limited, India (HSBC), HSBC - NESCO IT PARK, Building Number 3, Level - 9, Western Express Highway, Goregaon East, Mumbai - 400 063.

When will my Limit Increase request be processed?

The credit limit enhancement will be processed within 3 working days after receipt of your documents and form. If approved, you will be able to view the revised credit limit in your next credit card statement.

Can I decrease the credit limit on my Credit Card?

Yes, you may decrease the limit if your circumstances change or to mark new milestones as you pay your balance down.

You can do so by calling HSBC Phonebanking with your credit card number as reference, mentioning in the subject line that you wish to decrease your credit limit

Will I be intimated if my credit limit is reduced by the bank?

Yes, post the credit limit reduction you will be sent an SMS from the bank informing you about the limit reduction.

Will my limit on my Add on card get increased/decreased along with my primary card?

Yes, if the limit on your primary credit card increases/decreases, the limit gets automatically increased/decreased on your add on card too. 
(Add-On cardholders share the same limits as that of the Primary Account Holder).

What happens if my credit limit request is declined by the bank?

If the credit request is rejected due to internal policy reasons, there will be no impact on the current limit of the customer. An SMS will be sent to the customer mentioning the decline of the limit enhancement.

Please note

We will extend a loan/credit facility or enhance the credit limit on your card only with your consent in writing. Consent received through electronic means where you specifically validate the transaction and having read the MITC (most important terms and conditions) and where digital records of such consent can be retrieved as a proof of consent will also be treated as consent.

If the limit on your credit card is proposed to be reduced, we will inform you immediately, by SMS/e-mail.

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Issued by The Hongkong and Shanghai Banking Corporation Limited, India (HSBC). Incorporated in Hong Kong with limited liability.