Cards online security

What is Verified by VISA® / MasterCard® SecureCodeTM?

Verified by VISA® / MasterCard® SecureCodeTM is provided to you by VISA® / MasterCard® and HSBC. It provides added security when you shop online against unauthorised use of your enrolled card.

How does Verified by VISA® / MasterCard® SecureCodeTM work?

Every time you make an online purchase at a participating retailer, a screen will show where you will be able to request a One Time Password (OTP). This 6 digit password will be sent to your mobile number registered with us. This Password will need to be input on the space provided for the PIN. When you correctly enter your password, HSBC confirms that you are the authorised Cardholder and your purchase is completed.

How does Verified by VISA® / MasterCard® SecureCodeTM protect me?

When you correctly enter your password during an online purchase at a participating retailer, you confirm that you are the authorised Cardholder and your purchase is then completed. If the correct password is not entered, the purchase will not go through. So even if someone knew your card number, they would not be able to use your account at that retailer.

Is Verified by VISA® / MasterCard® SecureCodeTM easy to use?

Yes. When you make an online purchase and enter your card payment information, a screen from HSBC will automatically appear and prompt you to request for a One Time Password (OTP) which will be 6 digits. This password will be sent to your mobile number registered with us. This PIN will need to be input on the space provided for the PIN. When you correctly enter your password, HSBC confirms that you are the authorised Cardholder and your purchase is completed.

Will I need to get a new Card to use Verified by VISA® / MasterCard® SecureCodeTM?

No, there is no need to get a new Card. Verified by VISA® / MasterCard® SecureCodeTM works with your existing HSBC Cards.

What are the system requirements for Verified by VISA® / MasterCard® SecureCodeTM?

Verified by VISA® / MasterCard® SecureCodeTM works with most browsers. You should be sure that Java Script is enabled; if it isn't, Verified by VISA® / MasterCard® SecureCodeTM may not work properly.

Can I use Verified by VISA® / MasterCard® SecureCodeTM from any computer?

Yes. There's no special software to install, so you can shop from any computer and still receive the added protection provided by Verified by VISA® / MasterCard® SecureCodeTM. This would also work from Tablets / Smartphones as well.

What happens when my card expires?

All VISA® / MasterCard® cards issued by HSBC are automatically registered for Verified by VISA® / MasterCard® SecureCodeTM. If your card has expired, the Verified by VISA® / MasterCard® SecureCodeTM will not work. Once you receive the renewed credit card, the Verified by VISA® / MasterCard® SecureCodeTM would work. The renewed credit cards are sent a couple of months prior to expiry of your credit card.

What happens if I cancel my existing card then get a new one with a different account number from HSBC?

All VISA® / MasterCard® credit cards issued by HSBC are registered for Verified by VISA® / MasterCard® SecureCodeTM. Once you start using the new HSBC Card issued to you, Verified by VISA® / MasterCard® SecureCodeTM would work for the card.

Do I need to register for Verified by VISA® / MasterCard® SecureCodeTM?

All VISA® / MasterCard® credit cards issued by HSBC are pre-registered for Verified by VISA® / MasterCard® SecureCodeTM. Once you start using the new HSBC Credit Card issued to you, Verified by VISA® / MasterCard® SecureCodeTM would work for the card.

If I have a Supplementary Credit Card, Will Verified by VISA® / MasterCard® SecureCodeTM work for that as well?

All VISA® / MasterCard® credit cards, primary or supplementary credit cards, issued by HSBC are registered for Verified by VISA® / MasterCard® SecureCodeTM. The process for Verified by VISA® / MasterCard® SecureCodeTM remains the same for Primary and Supplementary cards. The OTP would be sent to the mobile number registered for HSBC for the supplementary card number.

Is my password case sensitive?

No, the One Time Password (OTP) is only numeric and will be sent to your registered mobile number with HSBC.

How do I use my Verified by VISA® / MasterCard® SecureCodeTM password?

There is no need to login or sign in. Every time you make an online purchase at a participating retailer, a screen will show where you will be able to request for a One Time Password or Pin (OTP). This 6 digit password which will be sent to your mobile number registered with us. This PIN will need to be input on the screen on the space provided for the PIN. When you correctly enter your password, HSBC confirms that you are the authorised Cardholder and your purchase is completed.

How will Verified by VISA® / MasterCard® SecureCodeTM impact my purchase?

Aside from the added protection that Verified by VISA® / MasterCard® SecureCodeTM provides, the only impact to your purchase will be that you will need to type in your One Time Password (OTP), which you will be sent to the mobile registered with HSBC on your request, when the request box pops up and then wait a few seconds while HSBC confirms the transaction.

Do I have to register or log in before shopping?

No. Verified by VISA® / MasterCard® SecureCodeTM works automatically at participating retailers. There is no special login required. Simply shop online as you normally do, enter the enrolled card payment information, and when you are at the final step of your purchase on a participating retailer's site, the password request screen will appear automatically.

What should I do if I purchase online but no Verified by VISA® / MasterCard® SecureCodeTM request screen appears? 

You should do the following:

1. Make sure you are entering the payment information for your enrolled card and have submitted a final checkout request.
2. Be sure your Internet settings are set to enable Java Script.
3. If you have checked 1 and 2 above and continue to experience difficulty, please contact us at the number on the reverse of your Card or on the HSBC website.

Can I make a purchase at retailers that accept Verified by VISA® / MasterCard® SecureCodeTM but do not participate in the Verified by VISA® / MasterCard® SecureCodeTM service?

Yes, but you will not be asked for your Verified by VISA® / MasterCard® SecureCodeTM password at these retailers. To complete your purchase, simply follow the traditional checkout process.

How will the online retailer know that my card is protected by Verified by VISA® / MasterCard® SecureCodeTM?

When you use a Card you have enrolled in the Verified by VISA® / MasterCard® SecureCodeTM service at participating online retailers, your Card number is automatically recognised via a directory.

How do I know whether a retailer participates in Verified by VISA® / MasterCard® SecureCodeTM or not?

Participating retailers will display the Verified by VISA® / MasterCard® SecureCodeTM logo on their site. You can also click on the merchant link on the home page of the retailer to view a list of participating retailers.

What happens if I did not receive my One Time Password (OTP)?

The One Time Password (OTP) is sent to the registered mobile number with HSBC.

If the mobile number registered with us is incorrect, please update your mobile number by calling the number on the reverse of your Card or on the HSBC website. You can alternately visit any of our branches or Customer Service Units to update the mobile number. The service will not be available immediately. You will be able to complete your online transactions only after 24 hours of updation of your mobile number with HSBC.

If you still face problems in receipt of the One Time Password, please contact us at the number on the reverse of your Card or on the HSBC website and register a complaint.

What happens if I input the wrong OTP by mistake?

The transaction will not go through if you input the wrong password. Please try to input the right password which you have received on the registered mobile number with HSBC. If you input the right password, the transaction will go through.

What happens if I input the wrong PIN thrice?

If you input the wrong PIN thrice, the transaction will not go through and transaction screen will close and you will be guided back to the merchant web page. You will have to start the transaction process again.

What happens if I input the wrong credit card number?

The transaction will be declined at the outset since the credit card number will not be recognized as issued by HSBC.

What happens if I am travelling overseas and not using the mobile number registered with HSBC?

The One Time Password (OTP) is sent to the registered mobile number with HSBC. In case you are not carrying the mobile number registered with HSBC, our suggestion is to register the number which you are carrying with you with HSBC by calling our all centre or update on the HSBC Website. Once you are back and start using the local mobile number, you can register that with HSBC again.

How does Verified by VISA® / MasterCard® SecureCodeTM protect me?

Every time you make an online purchase at a participating retailer, a screen will show where you will be able to request for a One Time Password or Pin (OTP). This 6 digit password which will be sent to your mobile number registered with us. This PIN will need to be input on the screen on the space provided for the PIN. When you correctly enter your password, HSBC confirms that you are the authorised Cardholder and your purchase is completed.at a participating retailer, a screen will appear automatically asking for your password, like the bank asks for your PIN at the ATM. When you correctly enter your password, you confirm that you are the authorised Cardholder and your purchase is completed. If the correct password is not supplied, HSBC cannot confirm your identity and so the purchase will not go through.

How will the online retailer know that my card is protected by Verified by VISA® / MasterCard® SecureCodeTM?

When you use a card which is enrolled in Verified by VISA® / MasterCard® SecureCodeTM at participating online retailers, the retailer does not know that your account is protected until you finish the purchase and confirm your identity to your issuer. At that point, your issuer guarantees your purchase to the retailer, but never shares your password.

Where can I view Terms and Conditions?

You should visit HSBC's website for viewing the HSBC Card Terms and Conditions. You can click on the link on the HSBC Verified by VISA® / MasterCard® SecureCodeTM transaction screens.

Does the service use cookies?

Yes. The Verified by VISA® / MasterCard® SecureCodeTM service does use cookies. Both session cookies and permanent cookies are used.