Important security tips
When you receive your debit card/personal identification number (PIN):
- The debit card and PIN will not be sent together. Please check if the card and PIN packages are intact. Should either package be open or broken, do not use it. Instead contact the HSBC China 24-hour customer service hotline or staff of HSBC Bank (China) Company Limited ("the Bank") immediately. If the card and PIN packages are sealed and intact, please check the cardholder’s name printed on it. If the name is incorrect, please do not use the card/PIN and instead contact the HSBC China 24-hour customer service hotline or the Bank immediately:
HSBC 24-hour Premier customer service hotline: 400-820-8828;
HSBC 24-hour Advance customer service hotline: 400-820-8878;
HSBC 24-hour Personal Banking Account Customer Service Hotline (only applicable to customers under Corporate Employee Privilege Scheme and Personal Loan customers): 400-820-1818.
Please dial the country code of mainland China +86 if you are calling from overseas, Hong Kong SAR, Macau SAR, or Taiwan
- Please confirm the cardholder’s name on the debit card. If the name is incorrect, please do not use the card. Instead contact the HSBC China 24-hour customer service hotline immediately. If the name is correct, please sign the back of the card immediately (with the same signature as in your debit card application form) and keep your card in a safe place
- Please change your PIN immediately at an HSBC China ATM and destroy the original PIN letter
Please keep your PIN safe
Disclosure of your PIN will put you at great risk:
- Make sure nobody sees you entering your PIN when you are changing it at an ATM
- Do not use your ID card number, birthday, telephone number or commonly used sequences (eg 888888, 123456, 000000, etc.) as your PIN
- Memorise your PIN and keep it confidential
- Do not write your PIN down. If you have to do it, please keep the note separate from your debit card
- Change your PIN regularly
- Do not share your PIN with anyone, including HSBC employees.
Debit card user security tips
Here are some precautions for using your card safely:
Debit card protection
- Keep your debit card in a safe place. If your card is lost, stolen or counterfeited, please contact any HSBC China branch immediately, or call:
HSBC 24-hour Premier customer service hotline: 400-820-8828;
HSBC 24-hour Advance customer service hotline: 400-820-8878;
HSBC 24-hour Personal Banking Account Customer Service Hotline (only applicable to customers under Corporate Employee Privilege Scheme and Personal Loan customers): 400-820-1818.
Please dial the country code of mainland China +86 if you are calling from overseas, Hong Kong SAR, Macau SAR, or Taiwan
You should also report the case to police immediately.
If you find your lost or stolen card after the incident, please inform the bank immediately and do not use the card.
More Tips
- Never give or lend your card to anyone else
- Do not place your card close to magnetic materials, including mobile phones and other electronic devices
- Please keep your debit card and identity documents separate
How to use ATMs safely
- Cover the keypad while entering your PIN
- If you’re told by the ATM system to take your card back, do not force your card back into the ATM
- For cash withdrawals from an HSBC China ATM, the ATM will:
1. Print a receipt (if requested)
2. Return your card
3. Give you your cash
Please follow the ATM instructions to avoid the machine keeping your card.
- Remember to take all of your belongings – including your card, cash and receipt – before leaving the ATM
- Remember to take your card back after the transaction
- If you see any suspicious device (eg pinhole camera) or activity (eg someone looking over your shoulder) when using an ATM, cancel the transaction immediately and contact our staff during office hours or call:
HSBC 24-hour Premier customer service hotline: 400-820-8828;
HSBC 24-hour Advance customer service hotline: 400-820-8878;
HSBC 24-hour Personal Banking Account Customer Service Hotline (only applicable to customers under Corporate Employee Privilege Scheme and Personal
Loan customers): 400-820-1818.
Please dial the country code of mainland China +86 if you are calling from overseas, Hong Kong SAR, Macau SAR, or Taiwan
- If you see anything suspicious or have any other questions when using other banks' ATMs, cancel the transaction immediately and report the issue to the bank that operates the ATM
- If there is anything suspicious occurring around an ATM, do not use it and switch to another machine
- If you encounter any problems at an ATM, contact our staff or the bank that operates the ATM. Do not accept assistance from strangers
- If you receive a SMS message or phone call from someone asking you to transfer funds, please be cautious in case it is fraud. If you have any enquiries, contact our staff or call our 24-hour service hotline
- Count your cash only in secure surroundings
- Please keep receipts for your own records and do not leave receipts at or near the machine
- ATMs in other countries and regions may operate in different ways. It is therefore important that you read and follow the on-screen ATM instructions carefully
Security tips for UnionPay online payment
- The mobile number used for UnionPay online payment needs to be the same as the registered number for SMS messages from HSBC China. This service is currently not available for those with foreign mobile phone numbers
- Customers are responsible for protecting the confidentiality of personal information such as their debit card number, PIN, identification documents, mobile phone number and related information (including any one-time passwords via SMS message). Customers are also responsible for any potential risk and/or loss due to intentional and/or negligent actions, including but not limited to failure to maintain the confidentiality of any of the information listed above
- To ensure your security when making online purchases:
Avoid using internet banking or third-party payment platforms on public computers (such as internet cafes)
When making online purchases, verify the legitimacy of the website and be aware of fake websites. Please do not click or tap on unfamiliar links, in order to avoid phishing websites
When making online purchases, please protect your card number and PIN by cleaning browsing records and cookies after finishing the transaction process
Do not enable remote assistance and/or any third-party communication applications, thus preventing other people from gaining access to your computer