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General Frequently Asked Questions:

Frequently Asked Questions for Product Information:

Frequently Asked Questions for Servicing Information:

Frequently Asked Questions for Online Payment Services:

General FAQs

How do I apply for an HSBC credit card?

I've applied for an HSBC credit card, how can I check on the status of this?

You can call us on our Customer service hotline or email us on creditcards@hsbc.com.lk or you may write to us on P.O. Box 73 Colombo, with your application reference number or National Identity Card (NIC) Number.

I've applied for an HSBC credit card and received an error message. What should I do?

You can call us on our Customer service hotline or email us on creditcards@hsbc.com.lk or you may write to us on P.O. Box 73 Colombo.

How long will it take to process my HSBC credit card application?

  • HSBC Premier credit cards : Primary card - 1 bank working day1 / Supplementary card - 1 bank working day1
  • HSBC Advance credit cards : Primary card - 3 bank working days1 / Supplementary card - 2 bank working days1
  • HSBC Visa Signature credit cards : Primary card - 2 bank working days / Supplementary card - 2 bank working days1
  • HSBC Visa Platinum credit cards : Primary card - 3 bank working days1 / Supplementary card - 3 bank working days1
  • HSBC Visa Gold credit cards : Primary card - 4 bank working days1 / Supplementary card - 3 bank working days1

1 Subject to all documentation is completed

What documentation do I need to provide when applying for an HSBC credit card?

The following documents are required when applying for any HSBC credit card:

  • Duly filled Application Form
  • A copy of the National ID/Passport
  • Salary Slip
  • Letter from Employer confirming Salary
  • Billing proof (i.e. telephone bill, water bill or electricity bill)

Further, documentation may be required depending on the basis which you are applying

Will I receive a PIN?

Yes. A Personal Identification Number (PIN) will be sent to you via Post once the credit card has been approved

Can I change my PIN?

Yes. You can change your PIN via any HSBC ATM, at any given time.

Product Information

What fees and charges are linked to the credit card?

Primary Annual Fee: 

  • HSBC Visa Signature - LKR7,000
  • HSBC Platinum - LKR4,250
  • HSBC Gold - LKR2,500 

For other Fees & Charges please refer the Personal Banking Tariff

How many additional cards can I add to my existing HSBC credit card?

You can add up to 3 additional cards, provided they are your immediate family members.

Where can I use my HSBC credit card?

You can use your HSBC credit card at any payment point which accepts Visa / Mastercard credit cards as a payment mode

What is the Card Verification Value (CVV) number?

The number following your 16 digit credit card number at the reverse of your credit card

Servicing Information

Where can I access my HSBC credit card Statements?

Your monthly statement will be delivered to you via the channel chosen by you. However, should you wish to view your statement, you can log in to Personal Internet Banking and request for same or request for same via any HSBC ATM or Call us on the number provided at the back of your credit card and request for same.

How do I register for eStatements?

A written request can be handed over to our branches or posted to us (P.O. Box 73, Colombo). You can also submit a request via Personal Internet Banking (contact centre) or by calling the number given at the reverse of your credit card.

What should I do if I have lost my HSBC credit card?

Report the loss of your credit card immediately to the Bank. 3 easy steps to report:

  • Dial our Customer Service hotline +94 11 4 4722 00
  • Press 1 - for English
  • Press * (Star) - to report a lost card

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

You need to call our 24hr call centre number provided on the reverse of your credit card and inform us of the suspected transaction on your credit card.

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

You can visit any of our branches and open a demand deposit account. Thereafter you can submit a request to set up a direct debit for your account via the Branch or via Personal Internet Banking service.

What do I do if my HSBC credit card is damaged?

Please call our 24 call centre on the number provided at the reverse of your credit card and request for a replacement 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 credit card 30 days prior to the expiry of your existing credit card.

How can I increase or decrease my credit limit?

Please call our 24 call centre on the number provided on the reverse of your credit card and submit a request for same.

How can I apply for additional cardholder/s?

You can apply online or call us on the number given at the back of your credit card.

Can I use my HSBC credit card overseas?

Yes. You can use your HSBC credit card at any payment point which accepts Visa credit cards as a payment mode.

Can I use my HSBC credit card at any ATM to withdraw cash?

Yes. You can use your HSBC credit card at any ATM which is on the Visa network to withdraw cash.

What is the maximum amount I can withdraw from an ATM?

  • HSBC Premier - LKR 200,000/-
  • HSBC Advance Platinum - LKR 150,000/-
  • HSBC Visa Signature - LKR 200,000/-
  • HSBC Visa Platinum - LKR 150,000/-
  • HSBS Visa Gold - LKR 100,000/-

How can I close my HSBC credit card account?

A written request can be handed over to our branches or posted to us (P.O. Box 73, Colombo). You can also submit a request via Personal Internet Banking (contact centre) or by calling the number given at the reverse of your credit card.

How do I change my personal details?

A written request can be handed over to our branches or posted to us (P.O. Box 73, Colombo). You can also submit a request via Personal Internet Banking (contact centre) or by calling the number given at the reverse of your credit card.

How do I make an HSBC credit card insurance claim?

You will need to contact the insurance company direct for any claims.

I can't remember my PIN, what should I do?

A written request can be handed over to our branches or posted to us (P.O. Box 73, Colombo). You can also submit a request via Personal Internet Banking (contact centre) or by calling the number given at the reverse of your credit card.

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

A written request can be handed over to our branches or posted to us (P.O. Box 73, Colombo). You can also submit a request via Personal Internet Banking (contact centre) or by calling the number given at the reverse of your credit card.

How can I stop a recurring credit card transaction?

A written request can be handed over to our branches or posted to us (P.O. Box 73, Colombo). You can also submit a request via Personal Internet Banking (contact centre) or by calling the number given at the reverse of your credit card.

Online Payment Services

What are HSBC's secure online payment services?

Verified by Visa is a new service offered by Visa International that provides you with a personal password for your Visa credit card, giving you added assurance that only you can use your Visa credit card to make purchases over the Internet. MasterCard SecureCode is a service to enhance your existing MasterCard account. A private code means added protection against unauthorized use of your card when you shop at participating online retailers.

How do HSBC's secure online payment services work?

Verified by Visa: You must be an HSBC online banking customer and simply register your HSBC's Visa credit card and choose a password. You will be asked for the password when you use the registered Visa credit card to make online purchase.


MasterCard SecureCode: Once you've registered and created your own private SecureCode, you will be automatically prompted by your financial institution at checkout to provide your SecureCode each time you make a purchase with a participating online merchant. Your SecureCode is quickly confirmed by your financial institution and then your purchase is completed. Your SecureCode will never be shared with the merchant. It's just like entering your PIN at an ATM.

What are the benefits of using HSBC's secure online payment services?

The main objective of both Verified by Visa and MasterCard SecureCode is to prevent unauthorised usage of your card on the Internet, giving you more confidence about making secure purchase online. If an incorrect VBV / SecureCode code is entered, the purchase will not be completed. Even if someone knows your credit or debit card number, the purchase cannot be completed without your VBV Code / SecureCode.

Can I register my existing HSBC's personal credit card or will I need to apply for a new card to use HSBC's secure online payment services?

You can register your existing personal credit card.

Can I register more than one HSBC Visa or MasterCard?

Yes you can register all your HSBC Visa or MasterCard credit cards.

Is there any charge for registration?

No. There is no charge for Verified by Visa (VBV) or MasterCard SecureCode registrations.

If I lose a registered HSBC credit card, will I need to register the replacement card with the secure online payment services?

Yes, you will need to register the new card again to access HSBC's Verified by Visa service / MasterCard SecureCode service.

When I renew my HSBC personal credit card, will I need to re-register for the secure online payment services?

You'll receive a new card with the same number of your old card after renewal. Therefore, you do not need to re-register in this service.

How do I register either my HSBC's Visa or MasterCard for HSBC's secure online payment services?

You need to register for the service in either at online@hsbc, our Personal Internet Banking service or at the Card Services section at www.hsbc.lk. During the registration, you will be asked to create your own password for payment authentication and your Personal Assurance Message (PAM) for authenticating the issuer. Upon your confirmation of your registration information, the Terms & Conditions will be prompted for your acceptance

What are the browser requirements for HSBC's secure online payment services?

You need to install Microsoft Internet Explorer version 4.0 or above, Netscape Navigator 4.0 or above.

What is a Personal Assurance Message (PAM)/ Personal Greeting?

At the point of registration you will be asked to create a Personal Assurance Message (PAM) / Personal Greeting. When you pay online, always look for this Personal Assurance Message / Personal Greeting to ensure that you're using the Verified by Visa service with your card issuing bank.

What is a Password and SecureCode?

At the point of registration you will create your own private Password (Visa) / SecureCode (MasterCard). You will be automatically prompted by your financial institution at checkout to provide your SecureCode each time you make a purchase with a participating online merchant. Your Password / SecureCode is quickly confirmed by your financial institution and then your purchase is completed. Your Password / SecureCode will never be shared with the merchant. It's just like entering your PIN at an ATM.

If I have not registered, can I use HSBC's secure online payment services when I shop online?

If you have not registered HSBC Verified by Visa / MasterCard SecureCode service, any online purchases from Verified by Visa / MasterCard SecureCode merchants with your HSBC Visa card will be declined because we cannot authenticate your card's identity. However, so as not to inconvenience a purchase you make before registration, we will exceptionally process your payment if you successfully pass our conditional authentication by providing your personal information.

Which shops offer HSBC's secure online payment services?

You can shop at any online store that has the Verified by Visa / MasterCard SecureCode symbols.

How will the online store know that I am a user of HSBC's secure online payment services?

Participating online stores will automatically recognise your Visa / Mastercard card number if you have registered it for HSBC's Verified by Visa / MasterCard SecureCode service.

Can I change my password?

You can alter your password / Securecode at any time. Your new password /securecode should contain six to eight letters and / or numbers (with no spaces or symbols in between), and must be different from your User ID and your old password. Please note that the password is upper and lower case sensitive.

If I suspect someone has stolen my password or used it to make a fraudulent purchase, what should I do?

You should immediately report same to our Call Centre via the number provided at the reverse of your credit card.

I have a Deposit Under Lien (DUL) attached to my HSBC credit card. How do I organise for the DUL to be released?

A written request can be handed over to our branches or posted to us (P.O. Box 73, Colombo 1). You can also submit a request via Personal Internet Banking (contact centre) or by calling the number given at the reverse of your credit card.

Any other imparted information can be found on Important Updates on Your Credit Card.