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Frequently Asked Questions

About secure online shopping service

What is HSBC's secured online shopping service?

HSBC's secure online shopping services offer Verified by Visa and MasterCard® SecureCode™ that provide you with a personal password for your HSBC's personal credit cards, giving you added assurance that only you can use your HSBC's personal credit cards to make purchases over the internet.

Click here to view the online demo.

 

How does HSBC's secure online shopping service work?

1. Register for secure online shopping services with HSBC's personal credit cards by creating your password and personal message, through Personal Internet Banking.

2. Shop online at participating merchants and pay with your HSBC's personal credit cards which you have registered* for the secure online payment services.

3. Verify that the authentication screen is genuine by checking that the personal message is the one you created at the time of registration.

4. Enter your password to authenticate the transaction and complete your online purchase.

* Remark:
If you have not registered for HSBC Verified by Visa / Mastercard Securecode services, we can exceptionally process your payment if you successfully pass our conditional authentication by providing your personal information.

However, any online purchases you make before registering for the above services may be vulnerable to certain online fraud attacks such as spoof websites. For more details please click here.

It is strongly recommended that you register for HSBC Verified by Visa / Mastercard Securecode services before making any online purchases with your HSBC's credit cards. Click here to find out how to register.

 

Is the service applicable for supplementary cardholder?

Yes

As a supplementary cardholder, you will be able to make payments to a merchant using Mastercard® SecureCode™ / Verified by Visa if you successfully pass our conditional authentication by providing your personal information.

Supplementary cardholders are also able to register for HSBC's Secure Online Shopping service to setup a password.

HSBC's secure online shopping registration

Can I register with my existing HSBC Visa or Mastercard® or do I need to apply for a new one to use HSBC's this service?

You can register using your existing HSBC Visa or Mastercard® Credit Card.

 

Can I register more than one HSBC Visa or Mastercard®?

Yes, you can register all of your HSBC Visa or Mastercard®.

 

Is there any charge for registration?

No, this service is provided free of charge.

 

If I lose my HSBC Visa or Mastercard®, do I need to re-register for this service when I receive a new card?

Yes, you will need to register the new card again to use HSBC's secure online shopping service.

 

When I renew my HSBC Visa or Mastercard®, do I need to register with the service again?

You'll receive a new card with the same number of your old card after renewal. Therefore, you do not need to re-register in this service.

 

How do I register my HSBC Visa or Mastercard®?

Logon to your Personal Internet Banking account via online@hsbc. Select Service on the left hand menu. You can then select either Verified by Visa or Mastercard® SecureCode™, depending on the credit card you wish to register.

During the registration, you will be asked to create your own password for payment authentication and a Personal Message for authenticating the issuer.

Upon confirmation of your registration information, the Terms & Conditions for this service will be prompted for your acceptance.

Your registration will be complete upon acceptance of the Terms & Conditions.

You may register more than one credit card with our SecurePay services following the steps above.

Click here to view the online demo.

 

Upon registration, how long does it before the service becomes active?

The service is available as soon as we confirm that your registration is successful.

Using HSBC's secure online shopping service

What are the browser requirements for using this service?

You need to install Microsoft Internet Explorer version 4.0 or above, Netscape Netvigator 4.0 or above.

 

What is a Personal Assurance Message (PAM) / Personal Greeting?

When you register for either Verified by Visa or MasterCard® SecureCode™, you will be asked to create a personal message: a Personal Assurance Message (PAM) or Personal Greeting respectively. When you pay online, always look for your personal message to ensure that you're using the genuine HSBC's Verified by Visa or MasterCard® SecureCode™.

 

Once I have registered, how do I use this service when I shop online?

Once you have registered, you will be able to use HSBC's secure online shopping service right away at participating merchant websites.

 

Can I still shop online if I have not registered for this service?

You will be able to shop online using your HSBC Card even if you have not registered for HSBC Verified by Visa / Mastercard® SecureCode™ services. However we will only process your payment if you successfully pass our conditional authentication by providing your correct personal details when prompted.

Please note that any online purchases made without registering for the above services may be vulnerable to online fraud attacks and scams on spoof websites. For more details on online security please click here.

It is strongly recommended that you register for HSBC Verified by Visa / Mastercard® SecureCode™ services before making any online purchases with your HSBC Credit Cards.

 

I have not registered for this service, and I receive an error message every time I attempt an online purchase. What should I do?

It is strongly recommended that you register for HSBC Verified by Visa / Mastercard® SecureCode™ services before making any online purchases with your HSBC's credit cards. Click here to find out how to register

If the problem still occurs after registration, please contact our Call Centre at +673 2 252 252.

 

Where can I shop with HSBC's secure online shopping service?

You can shop online at any store that displays the Verified by Visa or MasterCard® SecureCode™ symbols. You can also look for the list of participating Verified by Visa and MasterCard® SecureCode™ online stores on the Visa website:
www.visa-asia.com/verified and the MasterCard® website: http://www.mastercard.com/securecd.

 

How will the online store know that I am a registered user of this service?

Participating online stores will recognise your Visa or Mastercard® number if you have registered it for HSBC's secure online shopping service.

 

I am a Primary cardholder, and I entered my SecurePay password several times without successfully completing a transaction. What do I do now?

Log on to your Personal Internet Banking account via online@hsbc, select 'Services' on the left hand menu and click Verified by Visa or Mastercard® SecureCode™ to unlock and to reset your password.

Click here for the step by step instruction.

 

I am a Supplementary cardholder / Debit cardholder, and I entered my personal details several times without successfully completing a transaction. What do I do now?

Please contact our Call Centre at +673 2 252 252.

Customer Services

What if I forget my SecurePay password?

Log on to your Personal Internet Banking account via online@hsbc, select 'Services' and click into Verified by Visa or Mastercard® SecureCode™ to reset your password.

Click here for the step by step instruction.

 

Can I change my SecurePay Password?

You can alter your password at any time. Your new password must contain eight letters and/or numbers (with no spaces or symbols in between), and must be different from your User ID and all your previous passwords. Please note that the password is upper and lower case sensitive.

Click here for the step by step instruction.

 

What should I do if my SecurePay profile is locked?

For Primary Cardholders, log on to your Personal Internet Banking account via online@hsbc, select 'Services' on the left hand menu and click into Verified by Visa or Mastercard® SecureCode™ to unblock your profile.

Click here for the step by step instruction.

For Supplementary Cardholders, please contact our Call Centre at +673 2 252 252.

 

If I suspect someone has stolen my password or used it to make fraudulent purchase, what should I do?

You should immediately report our Credit Card Customers Service Hotline at +673 2223359.

 

I’ve been sent an email by Verified by Visa / SecureCode asking me to update my details. Is this right?

No; this is a scam email. Verified by Visa or MasterCard SecureCode will never send you emails for any reason. If you receive any email requesting you to provide your HSBC Credit Card or account details, you should immediately report it to our Credit Card Customers Service Hotline at +673 2 223 359.

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Call us at 1-800-0252 in Brunei or (673)2 252 252 from overseas