When you use your credit or debit card online, we may ask you to confirm the payment to make it harder for fraudsters to make payments without your knowledge. We're updating this process in line with Payment Services Regulations. See below to find more information for your card type.
Confirming payments with a debit card
You may be asked to confirm online card purchases.
To do this with your debit card, we'll send a one-time passcode (OTP) to your mobile phone or email address. You will need to enter the OTP to verify and continue with your payment. Please ensure we have your correct contact details.
Debit cards – frequently asked questions
What do I use this one-time passcode for?
Why do you need to send me a one-time passcode for a purchase?
What do I do with the one-time passcode you've sent to me?
Can I opt out of using one-time passcodes for making online purchases?
Do I need to register to use Verified by Visa?
What should I do if the contact details shown on screen are wrong?
What happens if I change my contact details?
How long after I update my contact details will I be able to use my card online?
What if I have an overseas mobile number?
Why haven't I received my one-time passcode (OTP)?
I'm a joint account holder with a debit card, how will I receive my one-time passcode?
Will I be charged for receiving one-time passcodes by text message?
Why have you changed to one-time passcodes instead of Verified by Visa passwords?
I've got a replacement card; do I need to do anything?
Why am I getting an error message when I input my one-time passcode?
Do I need a particular device to use Verified by Visa?
What do I do if I have problems with my mobile signal and can't receive text messages?
Will you use my mobile number or email address to contact me for anything else e.g. marketing?
Confirming payments with a credit card
As part of new payment rules, online retailers now need to ask HSBC to carry out additional checks to confirm that it's really you using your card.
The options available to you to confirm your purchases are:
We'll send a one-time passcode (OTP) to your mobile phone for you to enter to verify and continue with your payment. Please ensure we have your correct mobile number. We have introduced extra security to do a 'double check', known as 2 factor authentication, to make sure it's you making the payment. You will have to input your email address as well as the OTP to confirm your payment.
If you can't confirm your purchases using the SMS option, we've introduced a new card reader option.
A card reader is a small, handheld device that generates one-time codes to confirm online card purchases. To use it, you'll need to insert your debit or credit card into the device. We'll ask you to enter your card PIN followed by an authentication code, shown on your purchase screen.
The card reader will generate an 8-digit code for you to enter on the purchase screen to confirm the transaction.
If you require a card reader device, please give us a call. In the meantime, should you be asked to confirm an online card purchase, and you can't use the SMS method, call us to discuss other options to complete your purchase.