Credit card help

You can do this in our App:

1. Logon to our App.
2. Go to the menu.
3. Choose ’Cards’.
4. Select the card that’s lost/stolen/damaged.
5. Tap ‘Report, Lost, stolen or damaged’ from the list.
6. Follow the instructions.

Lost or stolen FAQS >

If you don’t have our App, you can call us on 03 456 100 100 to report your card. 

You can also freeze or unfreeze your card in the App if you have misplaced it and you just need some time to look for it. 

How to freeze your card >

Your credit card is already active when you receive it. To enable contactless you will need to use your chip and PIN once.

If you've forgotten your PIN don't worry, it's easy to order a new one - just send us a message via the help section of our App using the 'Message us' option in the bottom right corner of Online Banking and we'll get one out to you (normally within 4-5 working days). If you don’t have our App or Online Banking, you can call us on 03 456 100 100 to arrange a new pin to be sent to you. 

If you want to change or unlock your PIN, you can do this at any UK HSBC cash machine or any displaying the LINK or Visa logo by entering the current PIN then selecting 'PIN Services' followed by 'Change PIN' (there's also an 'Unlock PIN' option here) and then enter the new PIN you want.

Our Credit Card is designed for balance transfers, you can read more about this on the Credit Card page. The Gold Card is primarily for purchases, again you can find out more on our Gold Card page. 

It’s quick and easy to do. Check out our video to see how you can do this.

For information about sending money between accounts visit our Payments and transfers page.

Paying your credit card for the first time?

Here’s what you need to do:

• on the balance screen click the 3 dots next to the account you want to pay from
• select 'Payments’ and 'Send and transfer money'
• click ‘Send to a new business’
• choose ‘Large (Based in the UK)’ from the pop-up menu
• press 'Search' on iPhone or 'Company' on Android and type “first direct”
• select the option that matches the first 6 digits of your credit card number
• your reference is your full 16-digit credit card number
• enter the payment amount and when you'd like to pay it
• select 'Next' then 'Confirm' to verify the payment.

Paid your credit card before?

You’ve done the leg work, now all you need to do is:

• on the balance screen click the 3 dots next to the account you want to pay from
• select 'Payments’ and 'Send and transfer money'
• click 'Send to an existing payee'
• select your credit card from the existing payees list
• follow the on-screen instructions.

Your card’s available balance should be updated straightaway (it’ll show on your statement the next working day). Please note: payments can take up to 2 hours to credit, subject to our usual checks.

You can also make a payment to your first direct credit card via Online Banking or by calling us on 03456 100 100. Or you can set up a Direct Debit for the minimum payment, a fixed amount or the full amount via chat.