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One-time passcodes

Frequently Asked Questions

What do I use this one-time passcode for?

Each one-time passcode can only be used for a single online purchase so we'll send a new one each time you make an online purchase. The one-time passcode is only for use with Verified by Visa and you should never share it within anyone, even bank staff.

Why do you need to send me a one-time passcode for a purchase?

We use one-time passcodes to check it's you when you make some online purchases. This is an important part of keeping you safe when you use your card online and has replaced the Verified by Visa password you may have used in the past. When you make a purchase online, we may send a one-time passcode to the mobile number and/or email HSBC hold for you so it's important you let them know if it changes. To complete your purchase, just confirm your passcode when prompted.

What do I do with the one-time passcode you've sent to me?

If we've sent a one-time passcode to you, you'll need to enter it on the Verified by Visa screen when prompted. The passcode should be 6 digits long and will only contain numbers. If you input something in the wrong format, a message will appear on the screen to let you know.

Can I opt out of using one-time passcodes for making online purchases?

No – Verified by Visa is an important part of keeping you safe when using your card online so it isn't optional. Payment Services Regulations mean we now need to use a one-time passcode which is designed to give more effective protection than a fixed password and it's one less thing to have to remember. If you need any help using one-time passcodes, call HSBC on Premier +44 1534 616 213, Advance +44 1534 616 212.

Do I need to register to use Verified by Visa?

No – we'll simply send a one-time passcode to you by text message or email if we need to check it's you making an online purchase – you then just need to follow the on-screen instructions. All you need to do is make sure HSBC have your up-to-date contact details – to update this, call HSBC on Premier +44 1534 616 213, Advance +44 1534 616 212.

What should I do if the contact details shown on screen are wrong?

You can update your contact details by giving HSBC a call on Premier +44 1534 616 213, Advance +44 1534 616 212. Once you've done this we'll be able to send you a one-time passcode by text message or email if we need to check it's you making an online purchase.

What happens if I change my contact details?

If you change your contact details, you'll need to let HSBC know as soon as possible by giving them a call on Premier +44 1534 616 213, Advance +44 1534 616 212. If you don't update your details, we won't be able to send you a one-time passcode and you might not be able to complete your online purchase. You can update you details online here, if you have a joint account please contact us.

How long after I update my contact details will I be able to use my card online?

As soon as you've updated your contact details with HSBC, we'll be able to use it to send you a one-time passcode when you're making an online purchase.

What if I have an overseas mobile number?

We can deliver the one-time passcode to an overseas mobile number as long as it is recorded correctly on our records. If you experience any problems in receiving the one-time passcode, please give HSBC a call on Premier +44 1534 616 213, Advance +44 1534 616 212.

Why haven't I received my one-time passcode (OTP)?

If we've asked you to use a one-time passcode but you haven't received it, check HSBC has your correct mobile phone number and email. Problems with your mobile network coverage or signal could also stop or delay you receiving it. If your mobile phone number/email is correct but you still haven't received it, please click the 'Resend OTP' button on screen to try again – you can do this 3 times. If this still doesn't work, give HSBC a call on Premier +44 1534 616 213, Advance +44 1534 616 212.

I'm a joint account holder with a debit card, how will I receive my one-time passcode?

All account holders will require a one-time passcode if shopping online so it's important that HSBC holds up to date contact details for each cardholder on the joint account.  If you have any issues or would like to check what details are on your joint account, call HSBC on Premier +44 1534 616 213, Advance +44 1534 616 212.

Will I be charged for receiving one-time passcodes by text message?

We don't charge for sending you text messages but your network provider may charge you to receive them.

Why have you changed to one-time passcodes instead of Verified by Visa passwords?

These changes are part of an industry-wide security improvements to make online purchases safer. We're moving away from entering characters from your Verified by Visa password to a one-time passcode sent by text message which is designed to be more effective at preventing fraud. It means you won't need to remember your password and also ensures we're in line with the Payment Services Regulations.

I've got a replacement card; do I need to do anything?

No – a replacement card doesn't affect the Verified by Visa process. All you need to do is make sure HSBC have your up-to-date contact details. To check, call on Premier +44 1534 616 213, Advance +44 1534 616 212

Why am I getting an error message when I input my one-time passcode?

There could be a few reasons for seeing an error message when entering your one-time passcode – we'd recommend you check:

  • the passcode you're using is the correct one by making sure the four-letter reference ID (e.g. HXWB) shown on your text message matches the one on screen – this will be shown directly above the box where you input the passcode
  • the passcode you've input is 6 digits long and contains only numbers
  • if you still can't get the passcode to work, you may have used up all your attempts or, if you haven't input it quickly enough, it may have expired. If this has happened, you'll see a message on screen to explain and you'll need to restart the payment process.

If you've tried all of the above and you're still having difficulty completing your purchase, give HSBC a call on Premier +44 1534 616 213, Advance +44 1534 616 212 and they'll be happy to help. 

Do I need a particular device to use Verified by Visa?

No – to use Verified by Visa you just need a device you can use to make an online purchase (e.g. a laptop, tablet etc.) and a mobile phone that can receive text messages by SMS or a device where you can receive email.

What do I do if I have problems with my mobile signal and can't receive text messages?

If you live in an area with poor mobile network coverage or your phone's damaged, meaning you can't receive text messages, give HSBC a call on Premier +44 1534 616 213, Advance +44 1534 616 212 and they'll explain how you can make online purchases.

Will you use my mobile number or email address to contact me for anything else e.g. marketing?

No - we'll only use your mobile phone number or email address to send you one-time passcodes when we need to check it's you making an online purchase. HSBC will continue to use your mobile phone number in line with its terms and conditions and any preferences you've registered with them.

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