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FAQs: Debit Cards

FAQs on HSBC China’s products and services.

Applying debit cards

What are the characteristics of HSBC China debit cards?

HSBC China Debit Cards are multi-currency debit cards. They must be linked with a Renminbi Settlement Account as the primary account and may also be linked with a maximum of two Renminbi Settlement Accounts or Foreign Currency Savings Accounts (non-joint account) as supplementary accounts. HSBC China Debit Cards have the functions of cash withdrawal, fund transfer and Point of Sale spending. They can be used to conduct banking transactions at HSBC China ATMs, domestic and overseas UnionPay ATMs and Point of Sale Terminals and HSBC Group ATMs outside Mainland China. For details, please refer to the HSBC China Debit Cards Service Guide.

How can I apply for HSBC China debit cards?

Any individual who has a Renminbi Settlement Account (sole personal account) with HSBC China may apply for HSBC China Debit Cards by presenting their valid identification documents. HSBC Premier customers (with a sole Premier account) can apply for an HSBC Premier Debit Card.

Will HSBC charge an annual fee for debit cards?

No. HSBC China Debit Card holders can enjoy all the convenience and benefits without paying an annual fee.

What are the specific functions of HSBC China debit cards?

In China cardholders can withdraw cash in Renminbi at UnionPay ATMs, or make purchases via UnionPay Point of Sale Terminals, in which case the primary Renminbi Settlement Account linked to their debit card will be debited. Cardholders may also withdraw cash in Renminbi from both primary and supplementary Renminbi accounts at HSBC China ATMs.

Outside China, cardholders may withdraw cash in local currency at UnionPay (non-HSBC Group) ATMs or make purchases via UnionPay Point of Sale terminals, in which case the primary Renminbi Settlement Account linked to the debit card will be debited. Cardholders may withdraw cash in local currency from their foreign currency accounts (if any) linked to their debit cards at HSBC Group ATMs outside China and subject to local laws. 

Attention: For overseas HSBC Group ATMs with UnionPay logo, the transaction will be processed through the HSBC global ATM network and you can withdraw cash from your Foreign Currency Account. If you want to withdraw cash through overseas HSBC Group ATMs (except for Taiwan area and Australia), please ensure your debit card has been linked with a Foreign Currency Account with sufficient available balance.

*Please note that available functions also depend on the particular ATM. For details, please refer to the HSBC China Debit Cards Service Guide.

Is there a cash withdrawal limit on HSBC debit cards?

In Mainland China, cardholders can withdraw cash only in Renminbi at China UnionPay ATMs and HSBC China ATMs. The cumulative daily upper limit for cash withdrawals is RMB20,000.

Outside Mainland China, cardholders can withdraw cash in local currency at China UnionPay (Non-HSBC Group) ATMs; the cumulative daily upper limit for cash withdrawals is RMB10,000 or its equivalent currency amount. Cardholders can also withdraw cash in local currency at HSBC Group ATMs; the cumulative daily upper limit is USD1,000 or its equivalent currency amount; USD5,000 or equivalent for one month; USD10,000 or equivalent for six months; and USD20,000 or equivalent for one year.

Is there a Point of Sale spending limit on HSBC debit cards?

A daily Point of Sale terminal spending limit is set to the debit card in order to protect you from potential threats or losses in case your card were lost, stolen or used in another fraudulent way. Large transactions exceeding the limit restriction cannot be completed. You can apply to reset or adjust the daily Point of Sale terminal spending limit (capped at RMB 1million) based on your debit card usage and attitude to risk. We will by default apply a daily Point of Sale terminal spending limit of RMB50,000, if you don’t apply to set a limit.

Using debit cards

How can I change the PIN?

You can change the PIN at HSBC China ATMs. Here’s how:

  1. Enter your original PIN and press ENTER
  2. Select "Other Function" and then "Change PIN"
  3. Follow the instructions to enter NEW PIN twice and then Original PIN once

Can I adjust the accounts linked to the debit card?

Please contact our service hotline or visit an HSBC China branch in person with your valid identification documents and your debit card if you want to apply for supplementary account adjustment. The primary account linked to the debit card can't be changed, therefore we suggest you link the most commonly used account to your debit card as a primary account and link the other accounts you need as supplementary accounts. If you have to change the primary account, please visit an HSBC China branch in person with your valid identification documents and your debit card to cancel the old card and apply for a new one.

Why might my debit card suddenly not work?

If you are unable to withdraw cash via an ATM or are refused payment for a purchase via a Point of Sale terminal, it might be caused by the following possible reasons:

  • Card/account problem

For example: the magnetic strip at the back of the debit card is damaged, there is insufficient balance in the debit card account, or the cash withdrawal amount exceeds the prescribed limit.

  • System problem

For example: ATM/Point of Sale equipment error, busy network or breakdown.

Cardholders may be able to tell whether the card is damaged by using the balance enquiry function or using different cards at the same ATM. You can also call HSBC China 24-hour customer service hotline, the number of which is on the back of your debit card.

What should I do if my debit card were lost?

Please contact HSBC China immediately.

HSBC 24-hour Premier customer service hotline:

400-820-8828

HSBC 24-hour Advance customer service hotline:

400-820-8878

Please dial China country code +86 if you are calling from overseas

How do I get a replacement card if I find my card is damaged?

You should visit an HSBC China branch in person with your valid identification documents and your debit card for card replacement. For security reasons, the old card must be returned for our destruction before we can issue a new card (except in cases where the card is stolen or lost). 

What should I do if I forget my PIN?

You should submit a written PIN reset application in person at an HSBC China branch with your valid identification documents and your debit card, or apply through Online Banking. A reset PIN will be mailed to your correspondence address maintained at the bank or branch for your collection within about seven working days.

What should I do if my debit card is retained at an ATM?

If it's an HSBC ATM, you may call our 24-hour service hotline on 400-820-8878 and our representatives will provide you with information about the detailed eligibility, address and procedure for card collection.

You should contact the owner-bank of the ATM holding your card and the card will be disposed of according to its related procedures. If you can't immediately contact the bank holding your card, you should call us to report the loss verbally to ensure the card is safely protected. Then you can choose to go to an HSBC China branch to apply for a new card or go to the bank holding your card to collect the old card.

How can I transfer money to the HSBC debit card from other banks?

If you want to transfer money from other banks to your HSBC China debit card, you can transfer the funds to your personal account attached to the debit card. For the number of the inbound account, you must fill in the account number. Please do not fill in the debit card number because it may result in transfer failure.

How can I withdraw cash from the account I designated?

A debit card can be linked with a maximum of three accounts: a primary account, a secondary account, and a third account.

When you travel overseas you can withdraw the destination country's local currency through China UnionPay network ATMs from the Renminbi primary account linked to your card, or through HSBC ATMs from your foreign currency account linked to your card. For more details, please refer to "HSBC China Debit Card Service Guide".

If you hope to withdraw cash from your designated foreign currency account, please make a supplementary account adjustment by following these two steps: 

1. Apply to link the designated foreign currency account to your debit card as the secondary account.

This will help you to withdraw cash conveniently via HSBC ATMs in various countries since it has priority to be accessed via HSBC ATMs in some countries eg Canada, UK, USA and Japan. 

2. To finalise the change to your supplementary accounts, please use your debit card at HSBC China ATMs to complete any of the following actions: transactions, balance enquiry, cash withdrawal and screen language change.

Does HSBC China Debit Card support online payment? What is the online payment platform?

Yes. HSBC China Debit Card supports UnionPay online payment. Please note that your payment will be completed by ExpressPay or VeriPay. For details, please refer to UnionPay online payment.

What is the UnionPay Online Payment daily limit for each customer?

There are two limits, the single payment limit and cumulative daily payment limit. The default single payment limit is RMB3,000 while the default cumulative daily payment limit is RMB10,000. You can customize your limits (capped to the default amount) via HSBC China Online Banking or by calling our 24/7 service hotline on 400-820-8878. The above limits are subject to the cumulative daily Point of Sale spending limit of your HSBC China Debit Cards which is RMB50,000. 

Can I pay in foreign currencies on UnionPay online payment?

No. The UnionPay online payment is only linked to your Renminbi account.

Are there any fee / charges when using UnionPay online payment?

The UnionPay online payment service is available to customers as a free service. HSBC China will not charge an extra fee from our customers.

Before using UnionPay online payment, do I need to visit an HSBC China branch to activate this function?

Yes. You need to visit an HSBC China branch in person to activate UnionPay online payment function per regulatory requirement. If you need the recurring service of UnionPay Debit Card, you still need to ensure the online payment function has been activated.

Do I need to register for Online Banking before I use the UnionPay online payment function?

Via Online Banking, you can adjust your UnionPay online payment limits and change your mobile phone number that you register with HSBC China for the SMS Alert Messaging Service (SAMS). Therefore it's highly recommended that you register for Online Banking in order to enjoy a more secure and convenient service. Without Online Banking, you still need to apply for the SMS Alert Messaging Service (SAMS) so you can get verification with the registered mobile phone number.

What mobile phone number should I input?

The mobile phone number that you input should the one that you use for the HSBC China SMS service. Please have your mobile phone on. Mobile phones outside of Mainland China do not support this service. 

How do I change the mobile phone number that I use for UnionPay online payments?

The mobile phone number is important for the verfication, so you must ensure that this number is the same with the one that you use for HSBC China. If you do need to change the mobile phone number, you need to contact HSBC China to update your mobile phone number. HSBC China customers can log on to Online Banking to change the number under "SMS Alert Messaging Service". You can then change your mobile phone number that you use for UnionPay Online the next day. You can also call our Phone Banking hotline to complete the above procedures.

How long will it take for UnionPay online payment to be effective after activation?

After activation, you need to log on to China UnionPay to complete the online signing and identity verification. After that, you can enjoy the UnionPay online payment services.

Account

How can I terminate the UnionPay online payment function?

You can log on to the official China UnionPay website to terminate this function. If you need assistance, you can dial our customer service hotline to terminate it.

How do I track my UnionPay online payment transaction history?

Please log on to the official China UnionPay website and click "Transaction Enquiry" to see your transaction history. You can also log on to HSBC China Online Banking.

How can I modify or cancel my online payment order?

Once payment has been submitted, you cannot modify or cancel the order and the cardholder must contact the merchant directly to do so (if applicable).

What if I accidentally submitted the same order twice? Is it possible to create duplicate payments?

Our China UnionPay online payment function has restricted the possibility of duplicate payments.

What should I do if I have a UnionPay online payment failure?

In general, if you see a payment failure the payment page would show you the error and the reason for it. The possible reasons might be PIN error or insufficient funds. According to the error message, you can choose to try again, contact the shopping website or call UnionPay online payment's customer service hotline on 95516.

How can I download UnionPay online payment security controls?

To keep cardholders' information secure, China UnionPay uses online payment security controls to protect users. To download them, go to the Help Centre on the UnionPay Online Payment website.

For more information, please refer to the Frequently asked questions page.

Disclaimer

These FAQs are intended to provide an overview of the information on issues related to financial products or services, or regulatory requirements faced when undertaking financial activity in mainland China. Due to the diversity and  complexity of financial products/services and local regulatory environment, these FAQs can only provide an outline of the issues. The information is provided for your reference only, and shall not be construed as legal, financial or any other professional advice. HSBC makes no guarantee, representation or warranty and accepts no responsibility for the accuracy updatedness and/or completeness of the information.

Latest update in Nov. 2016