Card FAQs

Find out how to activate your card and add a cardholder, as well as what to do if your card's lost, stolen or damaged.

Yes, with the HSBC Credit Card Rewards Programme, your  HSBC Red Mastercard, Premier Mastercard earns 1 bonus point for every Php20 spend on your HSBC credit card. With your HSBC Advance Visa, you can earn 1 bonus point for every Php15 spend. You have an opportunity to earn more bonus points with HSBC Credit Card Rewards Programme’s accelerated rewards feature. The more you use your HSBC credit card, the more bonus points you’ll earn. Accumulate your bonus points and redeem items and special treats from HSBC’s Rewards Catalogue. 

With HSBC Credit Card Rewards Programme’s accelerated rewards, your HSBC Red Mastercard, Advance Visa or Premier Mastercard earns additional bonus points when you use your HSBC credit card. For more details, click here.

No minimum spend is required to earn accelerated bonus points. A maximum, accumulated monthly spend of Php40,000 for HSBC Red Mastercard and Advance Visa; and Php60,000 for Premier Mastercard, across the pre-defined merchant categories, shall earn accelerated points. Amounts in excess of the specified maximum monthly spend shall earn the regular bonus points following the standard bonus point earn rate of 1 Bonus Point for every Php15 (for HSBC Advance Visa only) or Php20 spend (for HSBC Red Mastercard or Premier Mastercard).

For HSBC Classic Visa/MasterCard, rewards points are valid for up to two (2) years, at the end of the relevant month, from cardholder’s account open date. For HSBC Red Mastercard, HSBC Gold Mastercard, HSBC Advance Visa and HSBC Premier MasterCard, Rewards points are valid for up to three (3) years, at the end of the relevant month, from Cardholder’s Account Open Date.

For instance, if you are an HSBC Red Mastercard cardholder and your account open date is on January 2017, all the Rewards points that you earned from January to December 2017 will be valid until December 2020 (three years). 

The HSBC Rewards Catalogue features a wide array of items ranging from everyday basics, dining delights, shopping perks to travel privileges.

You may refer to this link for more details.

Redemption of Rewards may only be made by the cardholder via the HSBC website by logging on to www.hsbc.com.ph and submitting a duly-filled out Online Redemption Form.

With your Philippine-issued HSBC credit card, you can enjoy HSBC’s home&Away Privilege program which offers an array of discounts and privileges from over 27,000 outlets in more than 160 countries and territories worldwide. More details found here.

Rebates Plus Rewards feature allows you to earn rebates and rewards when you use your HSBC credit card for your purchases at Caltex. Get a 3% rebate on your credit card when you fuel up at participating Caltex stations nationwide^*. At the same time, your fuel spend earns you Bonus Points^**, which you can use to redeem Rewards items or miles.

^* Rebate is given to Caltex purchases of up to a maximum of Php20,000 per calendar month.

^** For HSBC Gold Visa Cash Back and HSBC Platinum Visa Rebate customers, you can earn cash back instead of bonus points for fuel transactions.

Under HSBC’s Card Balance Transfer Plan, you may transfer your outstanding credit card balances with other banks to your HSBC credit card and pay it off on equal monthly instalment at preferential rates. You may check your eligibility to avail of HSBC’s Card Balance Transfer by calling (02)8858-0000. 

With HSBC’s Cash Installment Plan, you can get cash from your HSBC credit card and pay it off on installment at low monthly interest rates. You may check your eligibility to avail of HSBC’s Card Balance Transfer by calling (02)8858-0000. 

You may enjoy 0% interest on equal installment up to 36 months at participating merchants nationwide. HSBC’s partner stores determine which items may be purchased on installment and the tenors to be offered. Certain stores may offer shorter installment tenors. Please ask the merchant your options before making an installment purchase. For more details, click here.

HSBC’s Card Balance Conversion Plan allows you to convert your HSBC card purchases into affordable monthly installments at low interest rates. You may check your eligibility to avail of HSBC’s Card Balance Conversion Plan by calling (02)8858-0000.

HSBC Auto Charge is a facility that automatically charges bills to your HSBC Credit Card so that you won’t have to go through tedious processes to pay your bills. You will never forget to pay for your bills and you can pay for multiple bills in just one step, with only one due date to remember.

For more details, click here.

You may enroll for Auto Charge by performing the following steps:

1. Choose the utility bill/s you’d like to enroll from our list of accredited utility companies. (For a list of the accredited companies, please click here)
2. Call Customer Services at (02)8858-0000 to enroll OR fill out HSBC’s AutoCharge Form and send via email to cards@hsbc.com.ph.
3. Wait for a text message confirmation that your enrollment has been approved.

Note: Please continue to settle your bill/s through other means until you have confirmation that your enrollment has been approved. 

You may pay for your HSBC Credit Card bill through any of the following payment centers:

EasyPay Machines

For depositors: ATMs, Online Banking, Mobile Banking, Phone Banking, and Automatic Debit Arrangement (ADA)

For depositors of the following banks^*:

Unionbank - ATMs, online banking

BDO (Banco de Oro) - ATMs, online banking, Phone Banking, Mobile Banking

Security Bank - ATMs, online banking, Phone Banking, Mobile Banking

BPI and BPI Family Savings Bank - ATMs, online banking, Phone Banking, Mobile Banking

SM Department Store, SM Hypermarket, Savemore Market, and selected SM Supermarket branches

BDO (Banco de Oro)

Security Bank

^*Subject to enrollment at your branch of account. Any change in your HSBC Credit Card number will require new enrollment at your branch of account.

Note: For check payments, please make check payable to HSBC Credit Card and write your 16-digit credit card number at the back of the cheque.

The Minimum Amount Due computation is listed in the Table of Fees and Charges found here (PDF, 3MB).

HSBC’s Card Balance Conversion Plan allows you to convert your HSBC card purchases into affordable monthly installments at low interest rates. You may check your eligibility to avail of HSBC’s Card Balance Conversion Plan by calling (02)8858-0000.

You may register for eStatement online here.

To register for Online Banking, you will need your credit card number and your Credit Card PIN. You can then register online by following the procedures found here.

If you do not have or do not recall your PIN, you may seek assistance from our Customer Services by calling (02)8858-0000 from Metro Manila or (02)7976-8000 from elsewhere.

You may call the hotline at (02)8858-0000 or (02)7976-8000 (when overseas) immediately to report suspected fraudulent activity on your credit card.

Here are simple tips to secure your credit card:

• Immediately sign at the back of your credit card upon receipt.
• Do not freely divulge your credit card details such as card number, expiry date, or Card Verification Value (CVV) to any person or means without verifying the legitimacy of the person or manner.
• Keep your credit card in a secure place.
• Secure your card while shopping.
• Memorize your PIN for ATM Cash Advance Transactions. Don’t use PIN combinations that could easily be guessed, such as your birthday. 

HSBC's Verified by Visa and MasterCard SecureCode are the secure online payment services that provide extra security for online transactions when using HSBC Credit Cards. Some online merchants will require this extra verification before clients can make any transactions.

Password protection ensures that the client is the only one registered to use the credit card online. While a Personal Message which will secure the password can also be created for even greater protection.

For more details, you may click here.

HSBC’s Verified by Visa and MasterCard SecureCode provide extra security for online transactions. 

You may still continue with your online transaction if you’re not enrolled in Secure Pay. Your transaction may be verified via your card’s 3-digit CVV and your date of birth. 

The Card Verification Value (CVV) number is the 3-digit number next to the signature panel at the back of your card. The CVV is a security measure usually requested by merchants when completing a purchase to ensure that you have the card in your possession. 

Yes, a renewal card will be sent to your recorded billing address one month prior to the expiry of your existing HSBC Credit Card. To ensure the time delivery of your credit card, please ensure that your billing address is updated in HSBC’s systems.

You may request for an increase or decrease of your credit line by calling the hotline at (02)8858-0000. This is subject to credit approval.

Yes, your HSBC Credit Card may be used overseas. If you are traveling abroad, please call (02)8858-0000 at least 5 days prior to your departure date and check that your contact details are updated to ensure that you can continue using your credit card abroad, effortlessly. 

Please refer to our tables of fees and charges for overseas spending related charges found here (PDF, 3MB).

A service fee amounting to 2.50% of the converted sum plus reimbursement of the assessment fee charged by Visa/MasterCard to HSBC equivalent to 1% of the converted sum, will be charged for overseas transactions. 

Yes, you may perform Cash Advance transactions at any of the following ATM centers: BancNet, ExpressNet, Megalink, Plus or Cirrus. This will require a PIN (Personal Identification Number). If you cannot recall your Credit Card PIN, please contact us at (02)8858-0000 to request for a reprint.

Every cash advance transaction is subject to a service fee of PHP200 per transaction. In addition to the cash advance service fee, your cash advance transactions shall also incur finance charges at the prevailing monthly interest rate applied to the cash advance amount from transaction date until the amount is fully paid. For more details on Cash Advance, click here.

You may call the hotline at +63(2) 8858-0000 to request for the closure of your credit card. All outstanding balances, including any existing installment transactions or unbilled transactions, need to be fully paid prior to the closure of your credit card. 

If you receive an SMS alert about an unrecognized transaction or notice a suspicious charge in your statement of account (SOA), please raise a dispute immediately.

We send SMS alerts every time you use your HSBC Credit Card for at least Php1,000 or if there are suspicious activities in your credit / debit card accounts. If you don’t recognize the transaction that we sent you through SMS, please call our hotline as soon as you can.

• We’ll block and replace your card during the call. Replacement card delivery will be within 10 banking days from the replacement date request.
• If the transaction has been posted on your account, you’ll be asked to fill out the dispute form right away.
• For transactions that haven’t posted when you called our hotline, you need to wait for 5 banking days from the time that you called our hotline before you can submit your dispute form.

Click here to know how to file and submit your dispute.

There may be a number of reasons why your SOA reflects a charge that you don't recognise. Here are some possible explanations that might help you identify the transaction:

• Check the retailer's name
  Retailers are sometimes registered under a different name, so the one on your statement might not be what you expect. Try looking up the name on the internet to see if you can find more details on it.
  
• Look out for additional charges
  Some retailers, such as hotels, taxis, airlines or hired cars services, can add surcharges to your basic payment package.
  
• Check your receipts and your email inbox
  Dig out your receipts to see if you have any from the same day and for the same amount, but listed under a different retailer name. Also, have a look at your email inbox, as you'll often get digital confirmation emails or receipts, and these might also contain the retailer's registered name.
  
• Adjacent transactions
  Check other transactions appearing on your statement with a similar timestamp. This may remind you of where you were when the transaction that you don't recognise was made.
  
• Consider exchange rates
  If the transaction you don't recognise was made in a foreign currency, the final amount could be different to the amount at the time of your purchase. For refund transaction, the refund amount in Philippine Peso could be different to the amount of your purchase.
• Check with your supplementary cardholders
  If you have supplementary cards under your account, ask if the supplementary cardholders might have made the transaction.
  
• Check recurring payments
  It could be that the transaction is part of a series of ongoing payments related to something you set up or subscribed to some time ago.
  
• Free trials
  If you signed up for a free trial recently, check the free trial period and its corresponding terms and conditions. The free trial could have expired, and you may now be paying for goods or services.
  

It's important that you call us at our Customer Service numbers* as soon as possible once you know that there is an issue. You'll need to raise a dispute within 60 days after the transaction date so that we'll have enough time to process your dispute request.

You can raise your dispute request by filling out an online dispute form:

HSBC Credit Card

HSBC Philippines Debit Card

We may require supporting documents (e.g. receipts, credit memo or proof of return) before we can process your dispute as required by Visa and MasterCard. If we don't receive the completely filled out online dispute form along with the supporting documents within the specified time frame, this means that you accept the disputed transaction/s as valid and will pay for the transaction/s.

The dispute process may take up to 90 calendar days from date of receipt of your complete online dispute form and supporting documents. We'll acknowledge your submitted documents and we'll reach out to you through your contact details on record if we need more details to complete our review. Otherwise, we'll send you the result before the 90-day period ends.

In case of any disagreement to the dispute result, we wish to tell you that the decision given by Visa or MasterCard are considered final.

*For assistance, please call HSBC's Customer Service at (02) 8858-0000 or (02) 7976-8000. For Premier, call (02) 8858-0800 or (02) 7976-8080. For corporate cards, call (02) 8672-6478.