Credit card FAQ

1. FAQs for HSBC TravelOne Credit Card
2. FAQs for HSBC Visa Platinum Credit Card
3. FAQs for HSBC Visa Classic Credit Card
4. General Credit Card FAQ
5. Credit card e-Statement
6. Samsung Pay FAQ

What is the financial charge rate of the HSBC Visa Platinum Credit Card?

• Before 22 Mar 2023: 33% (per annum)
• From 22 Mar 2023 onwards: 34% (per annum)

Financial charge shall not be applied if no cash advance is used and the full statement balance is paid by due date of each credit card statement. The finance charge may be changed from time to time in accordance with the local regulatory with prior notice to Cardholders.

I am an existing Platinum cardholder and having revolving balance on my current cards, what will be the impact with the new financial charge rate?

• For balance before 22 Mar 2023: interest rate of 33% (per annum) will be applicable
• For balance from 23 Mar 2023 onwards:   interest rate of 34% (per annum) will be applicable

What Cash Back Rate will I get on my HSBC Platinum credit card?

Details of cash back program of HSBC Platinum credit card

To read full Terms and Conditions of the HSBC Visa Platinum credit card on the Cash Back program, please visit here.

When should I credit my monthly Salary to HSBC transactional account so that I can receive additional 2% cash back for online spending at preferred merchants with HSBC Platinum credit card?

The additional 2% cash back applies to those customers  who transfer  Salary  to their HSBC account between the 1st day and  the last day of the first month (both days inclusive). Customers will be eligible for additional Cash Back rate for online spends at preferred merchants latest from the 7th working day of the 2nd month (1st month is the month customers credit their monthly salary to their HSBC account) to end of the 6th working day of the 3rd month. The additional Cash Back rate will be continuously applied if the Customer keeps receiving salary into their HSBC accounts.

*Note: Salary credited transaction will be classified according to prevailing HSBC’s policy.

What is an Eligible Purchase which is eligible for cash back of HSBC Platinum credit card?

"Eligible Purchases" mean retail purchases made locally and/or overseas (including online transactions) by both Primary & Supplementary cards linked to the Primary account.

“Eligible Domestic Online Purchases” mean Eligible Purchases satisfying all of the following conditions:

1. Classified by the Merchants and registered with Card Associations (Visa/Mastercard) as an online transaction
2. The Merchant is legally established in Vietnam.
3. Payment currency recorded in the Bank ‘system as Viet Nam Dong (VND).

“Eligible Online Transactions at preferred Merchants” mean Eligible Domestic Online Purchases satisfying all of the following conditions:

1. Made and paid for Goods & Services through online websites or e-commercial platforms (“Websites”), e-commercial applications or Goods & Services purchasing software (“Apps”) from the  preferred Merchants as specified below Table of Preferred Merchant List; and
2. Detailed description for the transactions recorded in the Bank ’system as specified below Table of Preferred Merchant List; and
3. Transactions made on the Websites or Apps but paid via Third-party payment gateway or e-Wallet shall not be considered as eligible transactions.

The preferred Merchants list in this Program are subject to change at the Bank's discretion from time to time and shall be officially posted on the Bank's Website without prior notice.

When is cash back of HSBC Platinum credit card credited to my credit card account

Cash back will be automatically credited into the Cardholder's account on the next working day after the billing cycle day. Details of the amount credited will appear on the next billing cycle card statement.

What situations are all Cash back in my HSBC Platinum credit card account forfeited?

• Cards are voluntarily or involuntarily closed; or
• Cards are terminated; or
• There is any fraud or abuse relating to the earning of Cash Back; or
• The Cardholder(s) breach any terms and conditions of the HSBC Credit Card Cardholder's Agreement.
• Does cash back of HSBC Platinum credit card offset my card payment amount?

Cash back can be used to offset with any future retail purchases or offset with any negative Cash Back reversal. Cash back cannot be transferred, withdrawn as cash or used as payment for the monthly statement that generated before the date that cash back is credited.

1. What is the benefits of the HSBC Visa Classic Credit Cards opened before 01 April 2022 and opened from 01 April 2022?

2. Can I convert between the 02 scheme of benefits on HSBC Visa Classic Credit Cards?

• For HSBC Visa Classic Credit Cards open before 01 April 2022, cardholders can convert to new program scheme of No annual fee upon spending conditions with No Reward/Mileage Program by placing a request in a designed template "Change card type features of Classic credit card" via Secure Message on Online Banking. A Service fee will be applicable for this request.
• For HSBC Visa Classic Credit Cards open from 01 April 2022, the conversion between the 02 scheme of benefits is not applicable.

For security reasons, you will need to activate your credit card before you are able to use it.

Your old card must be destroyed properly once the new one is activated successfully.

HSBC offers a range of card types to suit different needs. We offer Visa Platinum, Visa Cash Back and Visa Classic cards. For HSBC Premier Customers, we offer Premier World MasterCard.

With HSBC credit card, you can:

• Purchase goods and services with your HSBC credit card in Vietnam and when you are traveling overseas at 30 million retailers displaying a Visa logo.
• Access cash from your credit card account with your card and PIN at HSBC ATMs or other banks’ ATM displaying a VISA/PLUS logo worldwide.
• Enjoy fabulous shopping, dining, entertainment, traveling at a discount under our home&Away Privilege Programme at over 19,000 retailers in over 40 countries/territories across Asia Pacific, Americas, Europe and Middle East.
• Enjoy 0% Interest Installment Plan. Buy now and pay later over a period of 3, 6, 9 or 12 months.
• Link your primary credit card with your HSBC demand deposit account to make it function the same way as an ATM card. The benefit is not applicable to supplementary credit card unless the supplementary credit cardholder has their own demand deposit account.
  

At HSBC, there are different requirements of eligibility and required documents for different card types we offer from time to time. You may access the Bank’s website for more details of Eligibility and documents for credit card application. You can choose to apply for a credit card via online application form. Alternatively, you may call our Contact Center at (84 28) 37 247 247 or visit any nearest HSBC Branch/ Transaction office for further support.

The assignment of credit card limit depends on a number of factors and Bank’s regulations from time to time.

We will review your credit limit and will adjust your credit limit provided you are eligible.

However, if you wish to increase / decrease your credit limit, you may also complete a request form for credit limit increase / decrease and return it to us with the income proof for the past 3 months for further processing. We will then assess it for eligibility.

Chip cards are sometimes called “smart cards”. Chip cards are cards with an embedded microchip on the face of the card, to record customer information or customer transaction.

The differences between chip and magnetic stripe card are structure, durability, information storage capacity and safety.

The annual fee will be listed on your first month statement. To ensure you receive the latest information, please refer to Personal Banking Tariff in the Bank’s website.

You may refer to Personal Banking Tariff in the Bank’s website.

For security reasons, you will need to activate your credit card before you are able to use it. After you receive your HSBC credit card, please:

1. Sign on the back of your credit card.
2. Activate your card by calling to our Contact Center at (84 28) 37 247 247 operating from 8.00am until 10.00pm daily; or activate your card via SMS syntax according to the instruction on the Card face.

You should keep your credit card with you, and not share the card or its information, such as card number, expiry date, PIN with anyone, including strangers contacting you via telephone or e-mail asking these details. In addition, you should not provide any payment details unless you have initiated the contact and deal with the party(s) you trust. When making payment at a merchant, check the amount printed on the sales slip is correct before signing it, and collect your card but not someone else's.

According to Visa/Mastercard International’s regulation, the requirement to capture a signature on the sales slip is now optional for all Chip reading-enabled merchants (details refer https://usa.visa.com/dam/VCOM/download/about-visa/visa-rules-public.pdf). In some cases of handling disputed transactions, the bank may not have this information because sales slip retrieval and signature validation are optional at any terminal capable of accepting a Chip.

You can receive your monthly statement via Online Banking or to the email address that you have registered with HSBC. In some cases (card lost, new card replaced, card upgrade, etc.), you may not see your credit card account on Online Banking. In this case, please contact our Contact Center at (84 28) 37 247 247 operating from 8.00am until 10.00pm daily for support.

It is the date on which HSBC issues your credit card statement (“Card Statement”) which contains all transactions posted in the statement cycle. Please refer to your issued Card Statement(s) and/or notice from the Bank to find the statement date of your HSBC Credit Card.

Statement date recurs on the same day of every month. It will change in the following situations:

• If it falls on Friday, Saturday, Sunday or public holiday (except Lunar New Year holidays), the statement date will be the day preceding the next working day.
• If it falls on the long public holidays such as Lunar New Year, please refer to the Bank’s notice (if any) to get the most updated information.

Example: The statement date of your HSBC credit card statement is 14^th monthly

• Statement generated in July 2023: 14 July 2023 falls on Friday, Statement Date is Sunday 16 July 2023, which is the preceding day before the next HSBC working day on Monday 17 July 2023.
  
• Statement generated in October 2023: 14 October 2023 is Saturday and Statement Date is Sunday 15 October 2023 which is the preceding day before the next HSBC working day on Monday 16 October 2023.

The maximum interest-free period that you may enjoy for your purchases is 55 days from purchase date to payment due date, , provided that statement balance is made and received by the Bank on or before the Payment Due Date.  In case you pay the minimum payment amount or any amount which is greater than the minimum payment amount but less than the statement balance, the finance charge will apply. The financial charge will be accrued daily and be calculated from the transaction date to the date day end balance paid in full.

The table below provides an illustration about the maximum interest-free period.

Example 1:

• Your statement billing date is on 14th and payment due date is around on 08th of the next month. If you purchased an item on 15th July, this transaction would show on the statement of August 14th and the payment due date would be September 08th.

Example 2:

• Assuming the same example 1, if you purchased the item on 30th July, your payment due date would still be September 08th and the interest free period is less than 55 days.

When performing a cash advance transaction from your credit card account, there is a fee of 4% of the transaction value (minimum VND 50,000) at HSBC Vietnam ATMs.

You may also incur additional fees if you use other bank’s Visa/ Plus ATMs.

In addition, finance charges will apply to each Cash Advance transaction from the withdrawal date until all of the balance is repaid.

Besides the cash advance fee, finance charges will apply to each Cash Advance transaction from the withdrawal date until all of the balance is repaid. Please refer to Personal Banking Tariff in the Bank’s website for the latest finance charges.

Example: You withdraw via cash advance VND 2,000,000 at an HSBC ATM on August 1st. The cash advance fee is VND 80,000, and the finance charge will accrue from August 1st until the whole balance is repaid.

Each bank may label its accounts differently, so please take care when choosing the appropriate account:
If you use your credit card for cash advance transactions (withdraw money from credit card account): please choose Primary Account or Credit Account.

If you use credit card to withdraw money from your linked accounts (saving or current account): please choose Checking or Saving/Current Account/Default Account.

You have 5 options to repay your credit card outstanding balance at the moment.  They are:

• Auto debit – this is the simplest and easiest way as you will never forget to pay on time. You may enroll for our direct debit service through which the pre-defined payment amount* (i.e. Minimum Payment Amount or Full Payment Amount) will be automatically debited from your HSBC bank account every month. You have to ensure your HSBC account has sufficient funds a day before payment due date.
  * The pre-defined amount includes the over limit amount (the balance amount exceeding the credit limit) from the statement date but not paid before the Payment Due Date.
  
  Notice:
  -    If you have processed Cash withdrawal transactions after the statement date but have not paid before the Payment Due date (**), the pre-defined amount after credited to your credit card will take payment priority for Cash withdrawal transactions (**) firstly.
  -    If you make credit card payment by yourself on payment due date but you did not notify Bank about stop or suspense Auto debit services in advance, the pre-defined amount is still deducted from your HSBC account if your HSBC account has sufficient fund.
  -    If you make credit card payment by yourself before payment due date but you did not notify Bank about this payment in advance, the pre-defined minimum payment amount will be not deducted from your HSBC account if your HSBC account has sufficient fund.
  -    If you don’t have sufficient fund in your HSBC account on payment due date, the auto debit will be failed. The system will re-run it for auto debit in case the card balance is not clear after 2 and 3 working days from payment due date. Please note that in case the system re-run it and the auto debit is successful, you are still responsible to pay any late fees and finance charge if any because the card balance is paid after payment due date.
• Transfer funds – you may transfer funds from your HSBC account to your credit card account through Online  Banking service / Mobile Banking app, or via our Contact Center.
• Cash payment – you may also make cash payment at counter of any nearest HSBC Branch/ Transaction office during office hours on weekdays.
• Bank transfer – you may transfer funds from other banks to your HSBC credit card account.
• Payoo – you may make payment for your credit card via Payoo’s network at any Payoo’s agent.
  

Yes, you may transfer from your foreign currency account to repay your credit card balance via ATM, Online Banking or auto debit. Note: with this repayment option, the foreign exchange rate will be applied.

Yes, you may repay the minimum payment amount as shown on your credit card statement on or before the due date.

The minimum payment due includes the following amounts:

1. 5% of the outstanding balance^* (minimum VND 50,000),
2. any installment repayment amount
3. the greater of the overdue amount or over limit amount.

^*The outstanding balance is statement balance amount less any installment repayment amounts

Yes, you may pay more than minimum payment amount on or before the payment due date.

Finance charges apply if you pay less than the statement balance by the payment due date (excluding cash advance which is subject to a different charging arrangements).

The illustration below provides an example:

1. 28 April: your beginning statement balance is zero. On this day, you made a purchase of VND 1,000,000.
2. 7 May: is your statement date - i.e., the day when your statement is generated. As the beginning balance as at 28 April was zero, and you made a purchase of VND 1,000,000, the statement balance as shown on your statement will be VND 1,000,000.
3. 10 May: you made another purchase of VND 500,000. The ending balance as at 10 May is VND 1,500,000.
4. 22 May: is the due date – i.e., the day when the Statement Balance amount is due for payment. On this day, you made a repayment of VND 600,000, leaving an ending balance of VND 900,000.
5. 7 June: is your next statement date.
   

In the example above, the finance charge will be calculated on the ending balance amount, on a daily basis and from the transaction date as follows:

• 12 days of finance charge from 28/4 to 9/5 on VND 1,000,000
• 12 days of finance charge from 10/5 to 21/5 on VND 1,500,000
• 17 days of finance charge from 22/5 to 7/6 on VND 900,000   

If you do not pay the minimum amount by the payment due date, a late charge (as defined in the credit card tariff) will be applied to your credit card, and finance charges will be applied on the whole statement balance as well as any subsequent purchase transactions.  

Assuming the same example as above question, if you do not pay the minimum amount by 22 May, finance charges will be applied on the ending balance amount on a daily basis from the transaction date as follows:

• 12 days interest from 28/4 to 9/5 on VND 1,000,000
• 18 days interest from 10/5 to 27/5 on VND 1,500,000
• 11 days interest from 28/5 to 7/6 on VND 500,000
  

You are encouraged to repay the minimum payment as this is a requirement of maintaining your credit card. If you do not pay the minimum payment due, your credit record will be adversely affected not only at HSBC but also at other banks.  

We will only process the automatic debit payment requests if you have sufficient funds in your account (this can be the minimum due or the full amount, depending on which option you’ve registered with us). If your account does not have sufficient funds, we will not debit the remaining amount from your account. You may consider repaying a smaller amount by funds transfer via Internet Online Banking service / Mobile Banking app or contact our Contact Center.

No. We currently offer this service where you would like to repay the minimum amount or full amount due (100%). If you would like to repay 50% of your statement balance, you may consider repaying this by funds transfer via Online Banking service / Mobile Banking app or contact our Contact Center.

If your HSBC credit card is lost or stolen, please call immediately our Contact Center operating from 8.00am until 10.00pm daily.

1. (84 28) 37 247 666 for Premier World MasterCard credit cards;
2. (84 28) 37 247 248 for Platinum and TravelOne credit cards;
3. (84 28) 37 247 247 (in the South) or (84 24) 62 707 707 (in the North) for Cash Back/Classic credit cards,
   Please note that you are responsible for all the transactions made on your credit card (including your supplementary card) until you have reported the lost or stolen card to us and we have recorded it as lost.

In general, our credit cards are valid for up to 5 years. However, some are valid for shorter period. For example: business credit cards, and personal credit card for foreigners whose working contracts in Vietnam is less than 5 years. Please note during the card renewal process you may use credit card to make purchase transaction at merchants however you cannot use it for online transaction. This functionality will be restored after you receive and activate the new card.

A supplementary credit card is a card that is linked to the primary card holder and allows you to extend the benefits of your credit card to people close to you. Generally, the credit limit of your primary card will be shared with your supplementary card(s), and as a primary cardholder, your monthly card statement will list out all the transactions made through both primary and supplementary cards.

The income requirement does not apply to supplementary cardholder as it will be assessed against the primary cardholder.

Some merchants in Vietnam charge this additional fee if customer pays by credit card. If you accept this additional charge, you will not be able to claim this amount back from the bank or from Visa / Mastercard.

HSBC Cash Back Credit Card is the credit card that specially designed to reduce the burden of your monthly expenses by giving you cash rebates on your eligible transactions, which means this credit card offers you the best value for your money.

Please refer to HSBC Cash Back Credit Card Terms and Conditions in the Bank’s website for details.

By using the Card, Cardholders will earn Cash Back that is calculated based on:

• Eligible Purchases posted to the Cardholder's account
• Cash Back Rate as defined by the Bank

“Eligible Purchases" are retail purchases made locally and/or overseas (including online transactions) by both Primary & Supplementary cards linked to the Primary account.

Please refer to HSBC Cash Back Credit Card Terms and Conditions in the Bank’s website for details.

The application of additional 2% Cash Back apply for those having Salary credits to HSBC system* from 1st day to last day of the first month (both days inclusive). Customers will be eligible for additional Cash Back rate for specified purchase categories latest from the 7th working day of the 2nd month (1st month is the month customers credits monthly salary to HSBC account) to end of the 6th working day of the 3rd month. The additional Cash Back rate will be continuously applied if Customers keep receiving salary to HSBC accounts in the following months.

*Note: Salary credits will be counted according to prevailing HSBC’s policy.

Scenario 1: Customer A receives salary to HSBC account in August 2018. As such, 12 September 2018 is the 7th working day of the 2nd month (since 02 September 2018 is National holiday). Hence, for spends in the specified purchase categories:

• 6% cash back rate applies before 12th Sep 2018
• 8% cash back rate applies from 12th Sep to 8th Oct 2018

If customer A keeps receiving salary to HSBC account in the following months, the 8% cash back rate will be continuously applied.

Scenario 2: Customer B receives salary to HSBC account in September 2018. As such, 09 October 2018 is the 7th working day of the 2nd month. Hence, for spends in the specified purchase categories:

• 6% cash back rate applies before 09th Oct
• 8% cash back rate applies from 09th Oct to 8th Nov

If customer B then does not receive salary to HSBC account in Nov 2018, the 8% cash back rate will last until end of 10th Dec 2018. From 11th Dec 2018, the standard 6% cash back rate will be applied.

Scenario 3: Customer C receives salary to HSBC account in January 2019. As such, 18 February 2019 is the 7th working day of the 2nd month (assuming Tet holiday is tentatively from 04 to 08 February 2019). Hence, for spends in the specified purchase categories:

• 6% cash back rate applies before 18th Feb 2019
• 8% cash back rate applies from 18th Feb to 8th Mar 2019

If customer C keeps receiving salary to HSBC account in the following months, the 8% cash back rate will be continuously applied.

Cash Back will be automatically credited into the Cardholder's account on the next working day after the billing cycle day. Details of the amount credited will appear on the next billing cycle card statement.

• Cards are voluntarily or involuntarily closed; or
• Cards are terminated; or
• There is any fraud and abuse relating to the earning of Cash Back; or
• The Cardholder(s) breach any terms and conditions of the HSBC Credit Card Cardholder's Agreement.
  

Cash Back can be used to offset with any future retail purchases or offset with any negative earned Cash Back, but cannot be transferred, withdrawn as cash or used to offset the Card payment.  

Yes, you can earn rewards points for every spending with HSBC Visa Platinum, Visa Classic and Premier World MasterCard credit cards.

You will earn one (01) reward point for every spending of VND 1,000 of Eligible Purchases posted to the Card account. The Reward points generated by Supplementary Cardholders shall automatically accrue to the Primary Cardholder’s account. “Eligible Purchases" are retail purchases made locally and/or overseas (including online transactions) by both Primary & Supplementary cards linked to the Primary account. Please refer to HSBC Rewards Programme Terms and Conditions in the Bank’s website for details.

The Reward points earned will be valid in the accumulated year and the next two (2) years. The Reward points earned during the 1st year of card membership, if not redeemed, will expire at the end of the 3rd year of card membership. The Reward points earned during the 2nd year of card membership, if not redeemed, will expire at the end of the 4th year and so on. The 1st year of card membership begins from the date of credit card issuance. For instance, for a card issued on 10 January 2018, the Reward points earned from 10 January 2018 to 10 January 2019, if unredeemed, will expire on 31 January 2021.

The Reward points will be expired on the last business day of the expiry month showing on the credit card statement. For instance, if the credit card statement shows the points will be expired in August 2018, it means that the points will be expired on 31 August 2018 (31 August 2018 is the last business day in August 2018).

You may only redeem the Reward points within the validity period and no later than one (01) business day before the Reward points’ expiry date. The Reward points will be forfeited and the Bank will not accept any redemption request thereafter.

Reward points can be redeemed against Rewards Catalogue updated on the Bank’s website, including: Annual Fees, Cash Back, Gift Vouchers, Gifts, Charities, and Miles by Primary Cardholder. Reward points cannot be exchanged for cash or used to obtain cash advances, or used against payments of any charges.

Cardholders can redeem Rewards points following instructions updated on the Bank’s website. Redemption requests are only valid with the gifts/gift vouchers in place. Any redemption request received by the Bank will be fulfilled within thirty (30) business days from the date of receipt. Cardholders can call our Customer Service hotline to track gift delivery.

For the outstanding balance with credit status, you will see a dash “-“ at the end of the amount.

Example: The TD X1234 thuc hien giao dich/Your card has been used:VND500,000 on 15/08/18 Du no HT/Current Bal:VND1,000,000- Han muc KD/Avail.Limit:VND20,000,000.

This is the total outstanding balance in your card account, that also includes installment transactions balance.

This service is automatically provided to all HSBC Credit cardholders. No enrolment is required.  

No. This service is provided to you free of charge by HSBC for your banking convenience and enhanced security.  

SMS message delivery may be delayed or failed in some circumstances beyond the Bank's control as it depends on the Network Service Providers. If the alert message is still not delivered to your registered mobile phone number, please check the following:

1. Are you a supplementary cardholder? If yes, you will not receive SMS transaction alert as it is only sent to primary cardholder's registered mobile phone number.
2. Did you change your mobile phone number recently? If yes, please make sure your new mobile number is already updated in the Bank's records.
3. Have you opted out of SMS transaction service before? If yes, please call our Contact Center or visit the nearest counter of HSBC Branch/ Transaction office to opt in the service again.
4. The transaction type is not applied for SMS service.

If the answer is "No" for all above questions, please call our Contact Center for assistance.

You will receive the SMS indicating the amount spent in that particular foreign currency.

The maximum amount of overseas cash withdrawal limit is VND 16 million/day provided that the amount does not exceed your approved cash credit limit.

As per State Bank of Vietnam’s regulations, customers are not allowed to use their HSBC Credit card to:

• Withdraw cash instead of purchase goods or services provided at Points of Sales terminal (POS).
• Purchase goods or services which are not authorized as per State Bank of Vietnam’s regulations.

The Bank shall consider to take appropriate actions from time to time to handle those transactions and credit card accounts that have been suspected, believed or had knowledge that violating the mentioning regulations.

Automatic Billing Updater for recurring transaction for HSBC Premier World Mastercard® Credit Card is the function which would update new valid card information where the old card is charged for recurring transactions.

For recurring transactions on your credit card, you no longer need to update card details when your card is lost or stolen or damage or expired.

New credit card details will be updated automatically and you continue to enjoy uninterrupted service.

This functionality will be updated for existing and new customers without enrollment.

The function is enable from 29 June 2020.

Each merchant has different requirements for processing recurring transactions. If you receive a new credit card with the card number unchanged (due to card damage or renewal), your current online recurring transactions, charged on your credit card will continue to be processed without any information update or activating your new card. This is to keep your payments process seamless and avoid any interruption in service.

If you have any need to stop these recurring transactions, please contact merchants directly to request the termination following to their guides.

For new or replacement Cards bearing new Card numbers, your PIN to access ATM facilities can be received by sending SMS, from your mobile number registered with HSBC, with the following syntax: HSBC CC_last 4 digits of card number_last 6 characters of Passport (include a space between "HSBC" and "CC") to 8066 (SMS fee: VND 1,000/ SMS).

Important note:

• Please immediately change this PIN and delete the SMS PIN you received from the bank.
• PIN via SMS will be applied for mobile phone numbers of Mobifone, Vinaphone, Viettel, Vietnamobile network. For mobile phone numbers of other networks, or overseas mobile phone numbers, or mobile phone numbers newly updated with HSBC within 30 days or other cases not mentioned above, please call (84 28) 37 247 248 for assistance.
• SMS PIN is delivered one time only, HSBC will not resend the PIN again. To reset PIN for your Card, please call (84 28) 37 247 248 for assistance.
• Please update the new phone number with the Bank if any, and only use the phone number registered with the Bank for the service of receiving PIN via SMS.
• For renewal or replacement Cards bearing the existing Card number, you may continue to use your current PIN.

We recommend that you notify us immediately of any unauthorized or unrecognized transaction(s) made on your Card but no later than 60 days from the date that transaction(s) was (were) charged. You can submit the transaction dispute request(s) via one of the below channels:

(i) Contacting our Customer Service Hotline, operating 24/7 for transaction dispute service:

• (84 28) 37 247 247 (in the South) or (84 24)62 707 707 (in the North) for Cash Back/Classic credit cards; or

• (84 28) 37 247 248 for Visa Platinum/ TravelOne credit cards; or

• (84 28) 37 247666 for Premier customers

(ii) Visiting any HSBC Viet Nam Branch/Transaction Office

(iii) Submitting online dispute form.

If the cardholder fails to submit the completed form within this timeframe, regardless of the reason, the transaction(s) is (are) deemed to be authorized and the cardholder will be fully liable for these transactions and any fees, interest (if any) charged on it.

Moreover, according to the rule of Visa Card Associations, if the cardholder of Visa credit card(s) doesn’t raise a dispute for transaction(s) within the timeframe, it may effect to the result of next dispute(s) on card-not-present  transaction(s) ^(*) happened on Cardholder’s Card Account. The result may be decided not in favor of the Cardholder if the card-not-present transaction(s) ^(*) occurred on Card Account of which are confirmed by Visa Card Associations to be the same with the previous transaction(s) (i) made on Card Account without any dispute received within the required timeframe; or (ii) confirmed to be authorized made on Card Account.

(*) Card-not-present transaction is a payment card transaction made when a credit card isn’t physically presented to the merchant at the time that the payment effected, such as: online card payment (e-commerce), recurring payments, MOTO transactions (payment transactions for orders of services/ products made over the phone, fax, mail, email, …) etc.

If you’ve received a new Visa credit card (“Card”) with an unchanged card number (it is replaced due to damage or renewal), this new Card has a new expiry date embossed on the card.

In this case, you don’t need to update the new card information with merchants (“Merchant”) who you’ve provided and saved this card information for e-commerce transactions or recurring payments. HSBC will update the new card expiry date to Visa on the 15th of each month. (If this date falls on weekends or public holidays, HSBC will proceed on the next working day).

Visa will subsequently send a request to the relevant Merchant(s) to update the expiry date in order to avoid any interruption to any subscriptions which you might have registered to.

^** Note: If you have a new Card with a new card number, please register this new card information with Merchant(s).

This applies to you if you've got an HSBC credit card.

If you want to renew your debit card, please fill out the card renewal form.

Please also bring one of these documents to your nearest HSBC branch or transaction office: 

• Visa or e-Visa                        
• Vietnamese passport (if you have more than one nationality)
• Certificate of temporary residence
• Certificate of visa exemption                     
• Temporary resident card or resident card
• APEC Business Travel Card (ABTC)