Frequently Asked Questions

A1: How long does it take to apply for a credit card?

Once we have received your completed form and all the required documents, your application will be processed within seven working days. You will receive your new credit card in four working days upon card approval.

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A2: What is the difference between a regular Visa Card and the iCAN Card?

The reward points you earn with your regular Visa card can be redeemed for gifts, while those you earn with your iCAN Card can be redeemed for cash. With your iCAN Card you will also have a virtual account to ensure your online spending is secure.

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A3: How are finance and late charges calculated?

Finance charges - If you decide not to pay the total outstanding amount due on your card by the payment due date, a Finance Charge will be billed to your card. Details of how it is calculated can be found in our Guide to General Bank Tariffs.

Late charges - If you do not pay the minimum amount by the due date, a Late Charge will be billed to your card. This is calculated each month at 5% of the minimum payment due. Further details of how this charge is calculated can be found in our Credit Card Cardholder Agreement.

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A4: Will I be charged anything extra if I use my card overseas?

Card transactions (except for RMB credit cards) which are effected in currencies other than HK dollars (for a HK dollar card) and US dollars (for a US dollar card) will be debited to the Card Account after conversion into HK or US dollars, as appropriate, at a rate of exchange determined by reference to the exchange rate adopted by Visa/MasterCard/JCB International on the date of conversion plus 0.75% and any transaction fee(s) charged by Visa / MasterCard / JCB International to the Bank, if applicable.

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A5: How long are my reward points valid for?

Reward points are valid for 'up to two years. HSBC Premier credit cardholders can use their reward points for up to three years after they are awarded. Your monthly credit card statement will tell you when your reward points expire.

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A6: How many additional cards can I apply for?

There is no limit on the number of additional cards a cardholder may have.

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A7: How do I query a transaction on my credit card statement?

As soon as you notice a transaction on your statement that you find problematic, call our hotline on (852) 2748 4949 for assistance.

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A8: Will I earn reward points when I make Internet bill payments?

Yes, you will earn one reward point for every dollar paid towards your bills over the Internet using your card.

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A9: How can I stop a recurrent credit card transaction?

You should contact the merchant to cancel the transaction and call our hotline on (852) 2748 4949 for assistance.

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A10: How do I report that my card has been lost or stolen?

Call our 24-hour lost card hotline on (852) 2748 4848 as soon as you discover your card has been lost or stolen. HSBC Premier credit cardholders can call (852) 2748 4900.

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A11: Why does iCAN Card provide two accounts?

The two accounts of iCAN Card share your total assigned credit limit and give you more control over your spending, both online and offline:

• The physical iCAN Card account provides you with ample credit for use at any merchant displaying the VISA logo.
• The iCAN virtual card account is designed specially for your online shopping needs. It allows you to specify your preferred maximum spending limit out of your total assigned credit limit.

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A12: How do the two accounts of iCAN Card work?

The two accounts of iCAN Card share your total assigned credit limit. You can:

• Specify the maximum spending limit for your virtual card account
• Spend up to your full limit, including the limit of the virtual account on your physical iCAN Card
• Only spend up to your specified maximum spending limit when using your virtual card account
• Change the maximum spending limit of your virtual card account any time you want. Simply call our Credit Card Customer Service Hotline on (852) 2748 4949 or send us a credit card instruction through HSBC Internet Banking

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A13: Can I apply for an additional card for iCAN Card?

Additional cards are not offered for iCAN Card.

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A14: What is the cash rebate programme of iCAN Card?

For every dollar you spend with your iCAN Card, you'll be given Reward points as shown below. These will be converted to cash and credited to your iCAN Card account at a rate of 250 points = HKD1 on the date your statement is issued.

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A15: How can I make payments on my credit card account?

There are a number of ways. You can

• Transfer funds using HSBC Internet Banking
• Pay through ATMs
• Use PPS
• Use phone banking
• Set up an autopay
• Send a cheque by post
• Use cash deposit machine (CDM)
• Pay over the counter at any HSBC branch

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A16: What are HSBC's secure online payment services?

HSBC's secure online payment services offer Verified by Visa and MasterCard® SecureCode™ that provide you with a personal password for your HSBC's personal credit cards*, giving you added assurance that only you can use your HSBC's personal credit cards to make purchases over the internet. * All HSBC's personal credit cards, except JCB Gold card, can enjoy the secure online payment services.

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A17: How do HSBC's secure online payment services work?

1. Register the secure online payment services with HSBC's personal credit cards by creating your password and personal message.
2. Shop online at participating merchants and pay with your HSBC's personal credit cards which you have registered* for the secure online payment services.
3. Verify that the authentication screen is genuine by checking that the personal message is the one you created at the time of registration.
4. Enter your password to authenticate the transaction and complete your online purchase.

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A18: What are the benefits of using HSBC's secure online payment services?

Verified by Visa and MasterCard® SecureCode™ offer the added benefit of password protection to prevent the unauthorised use of your HSBC's credit card on the internet, giving you more confidence and peace of mind when you shop online.

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You won't need to apply for a new HSBC's personal credit card. You can register any of your existing personal Visa and MasterCard® for HSBC's secure online payment services as long as your card is issued by HSBC

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A20: Can I register more than one HSBC's Visa or MasterCard®?

Yes, you can register all your HSBC's personal Visa and MasterCard®.

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A21: Is there any charge for registration?

No, registration is free of charge.

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Yes, you will need to register the replacement card to be able to use HSBC's secure online payment services for that credit card.

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Your new card will have the same card number as your expired card. Therefore, re-registration for HSBC's secure online payment services is not required.

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1. Register for HSBC's secure online payment services in the secure online payment registration section of HSBC Internet Banking, our internet banking service, or the Card Services section of www.hsbc.com.hk.
2. Create your own password for online payment authentication and your own personal message which will be used to verify that the authentication screen is genuine when you shop online. You will be asked to input the Card Verification Value (CVV2)* of your HSBC's Visa/ Card Verification Code (CVC2)* of your HSBC's MasterCard® and Card Expiry Date for the verification of your HSBC's credit card.
3. After confirmation of your registration information, the Terms and Conditions for the services will be displayed for your acceptance to complete the registration process.

* CVV2 or CVC2 is the last three digits printed on the signature panel on the back of the credit card (except iCAN virtual card), while Card Expiry Date is printed on the card face of your credit card (except iCAN virtual card).

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Once you have registered, you will be able to use HSBC's secure online payment services right away at the participating online merchants.

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A26: What are the browser requirements for HSBC's secure online payment services?

They are best viewed with Microsoft Internet Explorer 6.0 or above / Netscape Navigator 7.0x.

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A27: What is a Personal Assurance Message (PAM)/ Personal Greeting?

When you register for either Verified by Visa or MasterCard® SecureCode™, you will be asked to create a personal message: a Personal Assurance Message (PAM) or Personal Greeting respectively. When you pay online, always look for your personal message to ensure that you're using the genuine HSBC's Verified by Visa or MasterCard® SecureCode™.

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A28: What is a Password and SecureCode™?

When you register for either Verified by Visa or MasterCard® SecureCode™, you will be asked to create a Password or SecureCode™ respectively. You are requested to enter your Password / SecureCode™ each time when you make an online purchase. For security reason, please do not use your names, birthdays, ATM/Phonebanking/Personal Internet Banking PIN and/or User ID as your Password / SecureCode™. Memorise your Password / SecureCode™. Never write it down or reveal it to anyone.

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A29: If I have not registered, can I use HSBC's secure online payment services when I shop online?

If you have not yet registered for HSBC's secure online payment services, any online purchases made with participating merchants with your HSBC's personal credit cards will be declined as we won't be able to authenticate your card's secure payment identity. However, so as not to cause you any inconvenience for purchases you may make before registration, HSBC will process your payment through a secure conditional authentication upon verification of your personal information.

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A30: Which shops offer HSBC's secure online payment services?

You can shop online at any store that displays the Verified by Visa or MasterCard® SecureCode™ symbols. You can also look for the list of participating Verified by Visa and MasterCard® SecureCode™ online stores on the Visa website: www.visa-asia.com/verified and the MasterCard® website: http://www.MasterCard®.com/securecd.

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A31: How will the online store know that I am a user of HSBC's secure online payment services?

Participating online stores will recognise the credit card number of your Visa or MasterCard® from HSBC if you have registered it for HSBC's secure online payment services.

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A32: What if I forget my password?

You may access HSBC Internet Banking and click "Update Registration Info" at Secure Online Payment section to reset your password.

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A33: Can I change my password?

You can change your password at any time. Passwords 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 passwords are case sensitive.

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You should immediately report it to our Credit Card Customer Service Hotline on (852) 2748 4949.

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A35: Why should I get a green credit card?

While you spend on your green credit card, you are contributing to HSBC Green Roof for Schools programme to protect the environment. As a green cardholder, you are entitled to an array of exclusive offers and benefits in addition to the general privileges offered by Visa Platinum card.

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A36: Can I register for green credit card if I do not have an email address?

As you will receive your monthly eStatement or other important notices via secured email, both primary and secondary holders of green credit card must register with a valid email address with the Bank.

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A37: Can I apply private label cards linked to my green credit card?

Private label cards are not available to the green credit card. Applicants cannot apply for private label cards linked with green credit cards.

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A38: How do I open my monthly eStatement?

Your monthly eStatement is password-protected. You need to use your eStatement password to access it.

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A39: I have changed my email address. How can I update it so to receive my eStatements?

If you have changed your email address recently and wish to receive your eStatement with the new email address, please provide us with the new email address or any updated personal information via HSBC Internet Banking, any of our branches, or contact our Customer Service Hotline at 2748 3188.

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A40: How can I change my eStatement password?

You may change your eStatement password via HSBC Internet Banking.

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A41: I have changed my password, how can I access my previous monthly eStatements?

You have to use the old password before the password change to access any previous monthly eStatements. If you have changed your password on the Statement issue date after HKT 20:00 from Mondays to Fridays or 17:30 on Saturdays, you have to use your previous password to view the attached eStatement, as the new password will only be effective for any subsequent eStatements.

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