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Credit card help

  • How do I report a lost, stolen or damaged card?


    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 >

    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 >

  • How do I activate my new card?


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

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

  • What's the difference between a first direct Credit Card and Gold Card?


    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

    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

  • How do I pay my credit card in the App?


    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.

    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.

How to pay your Credit Card on the App

    • How do I set up a Direct Debit to pay my credit card?


      You can set up a Direct Debit for your new credit card during the application process. If you need to set this up after you've applied it's no problem, you'll just need to fill in a Direct Debit mandate which we can send out to you. You can ask for this in the App - go to 'Help' and select 'Chat now'. Or in Online Banking, select 'Message us'.

      You can set up a Direct Debit for your new credit card during the application process. If you need to set this up after you've applied it's no problem, you'll just need to fill in a Direct Debit mandate which we can send out to you. You can ask for this in the App - go to 'Help' and select 'Chat now'. Or in Online Banking, select 'Message us'.

    • How do I cancel a Direct Debit from my credit card?


       You can do this in the App - go to 'Help' and select 'Chat now'. Or in Online Banking, select 'Message us'.

       You can do this in the App - go to 'Help' and select 'Chat now'. Or in Online Banking, select 'Message us'.

    • How do I transfer a balance from another credit card or a store card?


      You can request a balance transfer by telephone. We'll just need to know your external card number, beneficiary name and amount.

      With our Credit Card, transferring your balance is easy. Once you've received your card, give us a call any time, night or day on 03 456 100 100 - transfer requests received after 3.30pm or on a weekend or bank holiday will be processed the next working day, and it can take up to five working days for the money to reach your other credit or store card provider.

      Balance Transfer fee of 2.99% (min £5) will be charged for each transferred balance made within three months of opening your account. After three months, this fee will be at the full rate.

      Unfortunately we can't transfer balances between cards operated by members of the HSBC Group, including HSBC UK Bank plc, its subsidiaries, associated and affiliated companies. These include Marks & Spencer Financial Services plc.

      You can request a balance transfer by telephone. We'll just need to know your external card number, beneficiary name and amount.

      With our Credit Card, transferring your balance is easy. Once you've received your card, give us a call any time, night or day on 03 456 100 100 - transfer requests received after 3.30pm or on a weekend or bank holiday will be processed the next working day, and it can take up to five working days for the money to reach your other credit or store card provider.

      Balance Transfer fee of 2.99% (min £5) will be charged for each transferred balance made within three months of opening your account. After three months, this fee will be at the full rate.

      Unfortunately we can't transfer balances between cards operated by members of the HSBC Group, including HSBC UK Bank plc, its subsidiaries, associated and affiliated companies. These include Marks & Spencer Financial Services plc.

    • How do I increase or decrease my credit limit?


      You can call us on 03 456 100 100 to request an increase or to decrease your credit limit.

      You can call us on 03 456 100 100 to request an increase or to decrease your credit limit.

    • I need to query dispute a transaction on my first direct debit or credit card


      It can be hard to know where to go if you haven’t received a refund or when something goes wrong so we’ve put together a guide to help you understand what you may be entitled to and how you go about getting a refund

      Find out more about how to claim a debit or credit card refund

      It can be hard to know where to go if you haven’t received a refund or when something goes wrong so we’ve put together a guide to help you understand what you may be entitled to and how you go about getting a refund

      Find out more about how to claim a debit or credit card refund