FAQs for Global Money Cards

As soon as you've ordered your card, you can view your card details in 'Manage card'. Just follow these steps:

1. Log on to the HSBC Expat Mobile Banking app
2. Select your Global Money Account from your main account list
3. Select 'View more', and then 'Manage card'
4. Select card details

You can also get a PIN reminder. Select 'Manage card' by selecting 'View PIN'.

As soon as you've ordered your card, you can view your PIN on our mobile banking app. To view your PIN, follow these steps.

1. Log on to the HSBC Expat Mobile Banking app
2. Open your Global Money Account from your main account list
3. Select 'View more', and then 'Manage card'
4. Select 'View PIN'

You can change your PIN at most ATMs that support Visa around the world. It doesn't have to be an HSBC ATM - ATMs from many other banks will allow you to do this.

If you've temporarily mislaid your card, you can block and unblock it in 'Manage card'.

Blocking your card will prevent any payments being made on it until you unblock your card, or report it lost, stolen or damaged.

All Apple Pay transactions will remain enabled while your physical card is frozen. If you want to disable the wallet transactions, call us on +44 1534 616313 (HSBC Premier) or +44 1534 616212 (HSBC Advance).

1. Log on to the HSBC Expat Mobile Banking app
2. Select your Global Money Account from your main account list
3. Select 'View more, and then 'Manage card'. Toggle on Temporarily block card, and toggle it off when you find your card

Lost or stolen card?

If you think your card's been stolen or you've lost it in a public place, you must report this as soon as possible. We'll cancel your card to protect your money. You'll then be able to order a replacement card right away.

In app:

1. Log on to the HSBC Expat Mobile Banking app
2. Select your Global Money Account from your main account list
3. Select 'View more', and then 'Manage card'
4. Select 'Report lost or stolen or damaged card'

By phone:

Alternatively, you can report your card over the phone. However, you will still need to order your replacement card in the app by going to Manage card.

To report your card lost or stolen, you can call on +44 1534 616313 (HSBC Premier) or +44 1534 616212 (HSBC Advance).

No. However you can choose to use your card for Chip and PIN transactions only.

No, the Global Money Account is available in your sole name only.

Your old card will be deactivated once you use your new card details online, or once you use your new physical card in store, whichever happens first.

No, your Global Money Debit Card is a debit card. It's not a form of credit and there's no available overdraft facility on the Global Money Account. Activity on your debit card will not impact your credit score.

If your card is nearing expiry, we'll automatically issue a replacement. If the expiry month has passed and you've not received a new card, please give us a call on +44 1534 616313 (HSBC Premier) or +44 1534 616212 (HSBC Advance).

If you don't have the currency you need in your account, you can still spend money but you'll need to hold funds in GBP sterling. We'll automatically convert from GBP to your transaction currency – as long as there's enough money in your account.

We won't charge you any transaction or conversion fees. You'll only pay the HSBC Exchange Rate.

So, if you're travelling in Europe and want to pay for a meal with your card in euros, either:

1. You already have euros in your account, and the balance is sufficient to cover the bill, so we'll debit the amount in euros

OR

2. You don't have euros in your account, but have enough GBP sterling, so we'll convert the billed amount from sterling to euros

OR

3. You have some euros in your account, but not enough to cover the bill. So we'll take your available balance in euros and convert the rest from your balance in GBP sterling

When using your debit card in China or Hong Kong, it won't be possible to use your CNY balance. Payments will be debited from your GBP balance. This is because there are regulatory restrictions for CNY currency that we're currently unable to adhere to.

We don't currently offer automatic conversions from any currency other than GBP sterling. If you're converting from euros, for example, we recommend you convert your funds within the wallet before making a payment.

You can use your debit card anywhere in the world that accepts Visa debit cards: at ATMs, in shops, restaurants and online.

If the amount you need is available in your account in the transaction currency, no exchange rate will apply.

If you don't have the transaction currency, or there isn't enough of it in your account, as long as it's one of our supported currencies, your card will auto-convert from GBP at the HSBC Exchange Rate. If it's not a supported currency, the Visa daily exchange rate will apply.

You can withdraw money from any ATM that supports Visa around the world. It doesn't have to be an HSBC ATM.

We won't charge you a transaction fee, but look out for any fees applied by ATMs. These will be shown on screen when you make a withdrawal.

You can withdraw money from any ATM that supports Visa around the world. It doesn't have to be an HSBC ATM.

Some UK ATMs may display 2 on-screen options, for example: LINK and Visa Debit. Always select Visa Debit to withdraw cash as other options are not supported.

If you see an option to choose an account, always select current account or checking account.

We won't charge you a transaction fee, but look out for any fees applied by ATMs. These will be shown on screen when you make a withdrawal.

You can withdraw money for free from any ATM worldwide. It doesn't have to be an HSBC ATM.

We won't start charging you after a number of withdrawals either.

However, please be aware that some ATMs may charge a transaction fee. This will be shown on screen when you make the withdrawal.

If you withdraw cash in a currency you don't have in your account, and it's one of our supported currencies, we'll apply the HSBC Exchange Rate. If it's not one of our supported currencies, we will use the Visa daily exchange rate.

We won't charge you a transaction fee, but look out for any fees applied by ATMs. These will be shown on screen when you make a withdrawal. ATM withdrawal limits are £1000, or currency equivalent.

Merchants or ATMs may offer you a choice of transaction currency. This is usually between your home currency and the local currency. If you select a currency that's different to the transaction, you'll be subject to the exchange rate offered by the merchant/ATM, which could be more expensive than the HSBC Exchange Rate.

If you select the transaction currency, we will:

• debit the transaction currency if held in your account already, with no additional foreign exchange
• if the transaction is a supported currency, but you don't hold this in your account, we'll debit GBP at the HSBC Exchange Rate
• if the transaction is not a supported currency, we'll debit GBP at the Visa daily exchange rate
• if you don't hold either the transaction currency or GBP, we'll decline the transaction

Yes. You can use your debit card to make contactless payments of up to 100 GBP or currency equivalent wherever you see the contactless symbol. However, you can't use contactless to get cash back or take cash out of an ATM.

From time to time, you'll be asked to enter your PIN to verify you're the genuine card holder.

When you first get your card, you'll need to make a Chip and PIN transaction before you can make contactless payments.

Whether you're paying for goods in shops or online with your debit card, we won't charge you any transaction fees.

If you make a payment in a currency you don't hold in your account, you'll only pay the HSBC Exchange Rate.

Or, if the currency is not one of the HSBC supported currencies, the Visa daily exchange rate will apply.

If your transaction was declined, please make sure that:

• you have enough funds in the relevant currency in your Global Money Account to make the transaction
• your card isn't frozen or hasn't expired
• your billing address exactly matches your registered residential address for your card when making online payments

If you're trying to make a payment in a currency you don't hold in your account, remember to factor in the exchange rate. For more details on this, please see the question 'What if I spend money in a currency I don't have in my account?'.

If you don't receive your one-time passcode by text message, please check your mobile number is up-to-date by checking in via online banking.

If you're abroad and your service is inactive for international roaming, you may not receive the messages we sent. Please contact your mobile operator to activate international roaming.

Misplaced your card?

If you've temporarily mislaid your card, you can freeze and unfreeze it in 'Manage card'.

Freezing your card will prevent any payments being made on it until you unfreeze your card, or report it lost, stolen or damaged.

1. Log on to the HSBC Expat Mobile Banking app
2. Open your Global Money Account from your main account list
3. Select 'View more', and then 'Manage card'. Toggle on Temporarily freeze card, and toggle it off when you find your card

Lost or stolen card?

If you think your card's been stolen or you've lost it in a public place, you must report this as soon as possible. We'll cancel your card to protect your money. You'll then be able to order a replacement card right away.

In app:

1. Log on to the HSBC Expat Mobile Banking app
2. Select your Global Money Account from your main account list
3. Select 'View more', and then 'Manage card'
4. Select 'Report lost or stolen or damaged card' under 'Problems with your card?'

A new card will be issued immediately.

By phone:

Alternatively, you can report your card over the phone. However, you will still need to order your replacement card in the app by going to Manage card.

To report your card lost or stolen, you can call on +44 1534 616313 (HSBC Premier) or +44 1534 616212 (HSBC Advance).

Yes. If you've reported your card lost or stolen, we've permanently frozen it to secure your account. You can dispose of your old card.

If you've ordered a new card, you can already use your new card details online or with Apple Pay or Google Pay. Your physical card is in the post.

If you're unable to make contactless payments, first try these quick fixes:

• ensure you have sufficient funds in the relevant currency to make the transaction
• insert your card and enter your PIN. For the first transactions on new contactless cards and every so often with existing cards, we require a PIN transaction to be made for security purposes
• if you've forgotten your PIN, please go to Manage card to view your PIN. You can change your PIN at any time at an ATM
• if your card is damaged, you can order a new card through the app

If you're still having issues with your card, please chat with us online or call us on +44 1534 616313 (HSBC Premier) or +44 1534 616212 (HSBC Advance) so we can assist you further.

If your card is damaged and you need a replacement, here's how to order a new card in the app.

1. Log on to the HSBC Expat Mobile Banking app
2. Select your Global Money Account from your main account list
3. Select 'View more', and then 'Manage card'
4. Select 'Report lost, stolen or damaged card'

Your replacement card is provided and delivered at no cost. The estimated delivery is 10 working days.

If your phone's been lost or stolen you must contact us immediately so we can secure your account by removing access from that device. Please call on +44 1534 616313 (HSBC Premier) or +44 1534 616212 (HSBC Advance).

You can continue using your card without your mobile phone. However your Global Money Account can only be accessed through our mobile banking app.

We recommend downloading the HSBC Expat Mobile  Banking app onto your new smartphone. If your mobile number changes, you will need to call us on +44 1534 616313 (HSBC Premier) or +44 1534 616212 (HSBC Advance) so we can update your phone number in our systems as part of our security controls.

If you don't recognise a transaction or think the amount charged is incorrect, a good first step is to Query transactions or raise a dispute. This explains some of the reasons why a transaction can look unfamiliar at first and may help you to identify it.

If you believe you didn't make the transaction or need further assistance please chat with us online or call us on +44 1534 616313.

If your card is held by an ATM machine, you should first try to contact the ATM provider to see if your card can be retrieved. If you notice evidence the ATM could have been tampered with, we recommend contacting the police.

If you're unable to reclaim your card from the ATM, we'll cancel the card and you'll need to order a new one:

1. Log on to the HSBC Expat Mobile Banking app
2. Select your Global Money Account from your main account list
3. Select 'View more', and then 'Manage card'
4. Select from 'Report lost, stolen or damaged card'

Your replacement card is provided and delivered at no cost and should arrive within 10 working days. If you're travelling and need the card to be issued to an alternative address, please give us a call on +44 1534 616313 (HSBC Premier) or +44 1534 616212 (HSBC Advance).

If you don't currently have access to the HSBC Expat Mobile Banking app, you can call us on +44 1534 616313 (HSBC Premier) or +44 1534 616212 (HSBC Advance).

If you don't currently have access to the HSBC Expat Mobile Banking app, you can call us on +44 1534 616313 (HSBC Premier) or +44 1534 616212 (HSBC Advance).

Find our terms and conditions in the HSBC Expat Mobile Banking app under Profile, then Legal.