Confirming online card purchases

Each one-time passcode can only be used for a single online purchase so we'll send a new one each time you make an online purchase. The one-time passcode is only for use with Verified by Visa and you should never share it within anyone, even bank staff.

We use one-time passcodes to check it's you when you make some online purchases. This is an important part of keeping you safe when you use your card online and has replaced the Verified by Visa password you may have used in the past. When you make a purchase online, we may send a one-time passcode to the mobile number HSBC hold for you so it's important you let them know if it changes. To complete your purchase, just confirm your passcode when prompted.

If we've sent a one-time passcode to you, you'll need to enter it on the Verified by Visa screen when prompted. The passcode should be 6 digits long and will only contain numbers. If you input something in the wrong format, a message will appear on the screen to let you know.

No – Verified by Visa is an important part of keeping you safe when using your card online so it isn't optional. Payment Services Regulations mean we now need to use a one-time passcode which is designed to give more effective protection than a fixed password and it's one less thing to have to remember. If you need any help using one-time passcodes, call HSBC on Premier +44 1534 616 313, Advance +44 1534 616 212.

No – we'll simply send a one-time passcode to you by text message if we need to check it's you making an online purchase – you then just need to follow the on-screen instructions. All you need to do is make sure HSBC have your up-to-date contact details – to update this, call HSBC on Premier +44 1534 616 313, Advance +44 1534 616 212.

You can update your contact details by giving HSBC a call on Premier +44 1534 616 313, Advance +44 1534 616 212. Once you've done this we'll be able to send you a one-time passcode by text message if we need to check it's you making an online purchase.

If you change your contact details, you'll need to let HSBC know as soon as possible by giving them a call on Premier +44 1534 616 313, Advance +44 1534 616 212. If you don't update your details, we won't be able to send you a one-time passcode and you might not be able to complete your online purchase. You can update your details online, if you have a joint account please contact us.

As soon as you've updated your contact details with HSBC, we'll be able to use it to send you a one-time passcode when you're making an online purchase.

We can deliver the one-time passcode to an overseas mobile number as long as it is recorded correctly on our records. If you experience any problems in receiving the one-time passcode, please give HSBC a call on Premier +44 1534 616 313, Advance +44 1534 616 212.

If we've asked you to use a one-time passcode but you haven't received it, check HSBC has your correct mobile phone number. Problems with your mobile network coverage or signal could also stop or delay you receiving it. If your mobile phone number is correct but you still haven't received it, please click the 'Resend OTP' button on screen to try again – you can do this 3 times. If this still doesn't work, give HSBC a call on Premier +44 1534 616 313, Advance +44 1534 616 212.

All account holders will require a one-time passcode if shopping online so it's important that HSBC holds up to date contact details for each cardholder on the joint account. If you have any issues or would like to check what details are on your joint account, call HSBC on Premier +44 1534 616 313, Advance +44 1534 616 212.

We don't charge for sending you text messages but your network provider may charge you to receive them.

These changes are part of an industry-wide security improvements to make online purchases safer. We're moving away from entering characters from your Verified by Visa password to a one-time passcode sent by text message which is designed to be more effective at preventing fraud. It means you won't need to remember your password and also ensures we're in line with the Payment Services Regulations.

No – a replacement card doesn't affect the Verified by Visa process. All you need to do is make sure HSBC have your up-to-date contact details. To check, call on Premier +44 1534 616 313, Advance +44 1534 616 212. 

There could be a few reasons for seeing an error message when entering your one-time passcode – we'd recommend you check:

• the passcode you're using is the correct one by making sure the four-letter reference ID (e.g. HXWB) shown on your text message matches the one on screen – this will be shown directly above the box where you input the passcode
• the passcode you've input is 6 digits long and contains only numbers
• if you still can't get the passcode to work, you may have used up all your attempts or, if you haven't input it quickly enough, it may have expired. If this has happened, you'll see a message on screen to explain and you'll need to restart the payment process.

If you've tried all of the above and you're still having difficulty completing your purchase, give HSBC a call on Premier +44 1534 616 313, Advance +44 1534 616 212 and they'll be happy to help. 

No – to use Verified by Visa you just need a device you can use to make an online purchase (e.g. a laptop, tablet etc.) and a mobile phone that can receive text messages by SMS or a device where you can receive email.

If you live in an area with poor mobile network coverage or your phone's damaged, meaning you can't receive text messages, give HSBC a call on Premier +44 1534 616 313, Advance +44 1534 616 212 and they'll explain how you can make online purchases.

No - we'll only use your mobile phone number to send you one-time passcodes when we need to check it's you making an online purchase. HSBC will continue to use your mobile phone number in line with its terms and conditions and any preferences you've registered with them.

Each one-time passcode can only be used for a single online purchase so we'll send a new one each time you make an online purchase. The one-time passcode is only for use with Verified by Visa/Mastercard ID Check and you should never share it within anyone, even bank staff.

We use one-time passcodes to check it's you when you make some online purchases. This is an important part of keeping you safe when you use your card online. When you make a purchase online, we may send a one-time passcode to the mobile number HSBC hold for you so it's important you let us know if it changes. To complete your purchase, just confirm your passcode when prompted.

If we've sent a one-time passcode to you, you'll need to enter it on the Verified by Visa/Mastercard ID Check screen when prompted. The passcode should be 6 digits long and will only contain numbers. If you input something in the wrong format, a message will appear on the screen to let you know.

No – Verified by Visa/Mastercard ID Check is an important part of keeping you safe when using your card online so it isn't optional. Payment Services Regulations mean we now need to use a one-time passcode which is designed to give more effective protection than a fixed password and it's one less thing to have to remember. If you need any help using one-time passcodes, call HSBC on Premier +44 1534 616 313, Advance +44 1534 616 212.

No – we'll simply send a one-time passcode to you by text message if we need to check it's you making an online purchase – you then just need to follow the on-screen instructions. All you need to do is make sure HSBC have your up-to-date contact details – to update this, call HSBC on Premier +44 1534 616 313, Advance +44 1534 616 212.

You can update your contact details by giving HSBC a call on Premier +44 1534 616 313, Advance +44 1534 616 212. Once you've done this we'll be able to send you a one-time passcode by text message if we need to check it's you making an online purchase.

If you change your contact details, you'll need to let HSBC know as soon as possible by giving them a call on Premier +44 1534 616 313, Advance +44 1534 616 212. If you don't update your details, we won't be able to send you a one-time passcode and you might not be able to complete your online purchase. You can update your details online, if you have a joint account please contact us.

As soon as you've updated your contact details with HSBC, we'll be able to use it to send you a one-time passcode when you're making an online purchase.

We can deliver the one-time passcode to an overseas mobile number as long as it is recorded correctly on our records. If you experience any problems in receiving the one-time passcode, please give HSBC a call on Premier +44 1534 616 313, Advance +44 1534 616 212.

If we've asked you to use a one-time passcode but you haven't received it, check HSBC has your correct mobile phone number. Problems with your mobile network coverage or signal could also stop or delay you receiving it. If your mobile phone number is correct but you still haven't received it, please click the 'Resend OTP' button on screen to try again – you can do this 3 times. If this still doesn't work, give HSBC a call on Premier +44 1534 616 313, Advance +44 1534 616 212.

All account holders will require a one-time passcode if shopping online so it's important that HSBC holds up to date contact details for each cardholder on the joint account. If you have any issues or would like to check what details are on your joint account, call HSBC on Premier +44 1534 616 313, Advance +44 1534 616 212.

We don't charge for sending you text messages but your network provider may charge you to receive them.

These changes are part of an industry-wide security improvements to make online purchases safer. We're moving away from entering characters from your Verified by Visa/Mastercard ID Check password to a one-time passcode sent by text message which is designed to be more effective at preventing fraud. It means you won't need to remember your password and also ensures we're in line with the Payment Services Regulations.

No – a replacement card doesn't affect the Verified by Visa/ Mastercard ID Check process. All you need to do is make sure HSBC have your up-to-date contact details. To check, call on Premier +44 1534 616 313, Advance +44 1534 616 212.

There could be a few reasons for seeing an error message when entering your one-time passcode – we'd recommend you check:

• the passcode you're using is the correct one by making sure the four-letter reference ID (e.g. HXWB) shown on your text message matches the one on screen – this will be shown directly above the box where you input the passcode
• the passcode you've input is 6 digits long and contains only numbers
• if you still can't get the passcode to work, you may have used up all your attempts or, if you haven't input it quickly enough, it may have expired. If this has happened, you'll see a message on screen to explain and you'll need to restart the payment process.

If you've tried all of the above and you're still having difficulty completing your purchase, give HSBC a call on Premier +44 1534 616 313, Advance +44 1534 616 212 and they'll be happy to help. 

No – to use Verified by Visa/ Mastercard ID Check you just need a device you can use to make an online purchase (e.g. a laptop, tablet etc.) and a mobile phone that can receive text messages by SMS.

If you live in an area with poor mobile network coverage or your phone's damaged, meaning you can't receive text messages, give HSBC a call on Premier +44 1534 616 313, Advance +44 1534 616 212 and they'll explain how you can make online purchases.

No - we'll only use your mobile phone number to send you one-time passcodes when we need to check it's you making an online purchase. HSBC will continue to use your mobile phone number in line with its terms and conditions and any preferences you've registered with them.

The changes to online card payments are being introduced due to new Payment Services Regulations. This additional level of verification has been designed to help protect you from card fraud, and make it harder for fraudsters to make payments without your knowledge.

Due to a change in online payment rules, you now need to go through some extra security checks to help confirm that it's really you using your card. For us to carry out these checks, retailers need to process your payment using a system called 3D Secure.

If a retailer hasn't yet put the 3D Secure system in place, you may find your online payment is declined, even if there are no issues with your account or card. If this happens, we suggest you contact the online retailer directly and ask if there’s another way to pay.

During the payment process, a pop-up will ask you to confirm your payment using your card reader or a one-time passcode (OTP).

If you don't see this, and the payment is declined, it's probably because the retailer is not using 3D Secure. You should contact the retailer and ask if there's another way to pay.

As part of new rules to make your online payments more secure, the option to receive your one-time passcode (OTP) by email is being removed. The code now needs to be sent to a mobile phone number.