At HSBC, we're always working to fight fraud and ensure the security of your funds and data. If we notice any suspicious activity on your account, we will reach out to you for clarification. Be assured that no matter why we contact you, we'll never ask you to provide sensitive information such as account log on credentials and passwords.
You can help fight fraud, too, by reporting any suspicious communications or account activity. If you believe you are a victim of any fraudulent activity, report it to us immediately. Telling us as soon as possible will help minimise the impact on you and your credit record.
What problem have you encountered?
What to do if you don’t recognise a transaction on your statement
It’s not necessarily a scam. There might be another reason for a charge you don't recognise. Check out our transaction dispute page to find out why the charge might look strange to you.
If you are still unsure about a transaction, please contact the concerning merchants, followed by reaching out to us.
If the problem remains unsolved and you suspect that the charge is fraudulent, please contact us immediately.
Reporting and enquiry hotline:
HSBC Jade：(852) 2233 3033
HSBC Premier：(852) 2233 3322
All other customers：(852) 2233 3000
Alternatively, you can email us at csv@hsbc.com.hk to report a problem.
What to do if you receive suspicious messages claiming to be from HSBC
We may send you an SMS to keep you informed of credit card transactions or confirm your account activities (e.g. large credit expenses), and fraudsters might impersonate us and send you fraudulent messages, asking you to provide personal information or click on a link.
Please note that we will never ask you to provide any sensitive information such as passwords or one-time password (OTP). If you receive such an SMS, do not reply to it or click any of the links. Please contact us to verify or report the message.
Reporting and enquiry hotline:
HSBC Jade：(852) 2233 3033
HSBC Premier：(852) 2233 3322
All other customers：(852) 2233 3000
Alternatively, you can email us at csv@hsbc.com.hk to report a problem.
What to do if you receive a suspicious email
If you receive an email that has a different look and feel from a typical HSBC email, or if the content seems very different than usual, do not reply or click on any links, or open any attachments. It could be an attempt at phishing. You can refer to our phishing page for more information on identifying fraudulent emails.
Please report any suspicious email to us immediately.
Reporting and enquiry hotline:
HSBC Jade：(852) 2233 3033
HSBC Premier：(852) 2233 3322
All other customers：(852) 2233 3000
Alternatively, you can email us at csv@hsbc.com.hk to report a problem.
What to do if you receive a suspicious call
If you receive a suspicious call or a pre-recorded audio message claiming to be from HSBC, hang up immediately and contact us to verify or report the call.
If you have disclosed sensitive personal information to the caller, the first thing to do after contacting us is to change your log on information. Carefully monitor any statements and notification letters from your bank and credit card regularly.
Please report anything unusual to us. You can refer to our bogus calls page for more information on identifying bogus calls.
Reporting and enquiry hotline:
HSBC Jade：(852) 2233 3033
HSBC Premier：(852) 2233 3322
All other customers：(852) 2233 3000
Alternatively, you can email us at csv@hsbc.com.hk to report a problem.
What to do if your credit card is lost or stolen
If you have lost your credit card, or believe it might have been stolen or misused, please log on to HSBC Online Banking and follow the instructions to report the problem.
You may also call our 24-hour customer hotline to report your missing card.
HSBC Jade：(852) 2233 3033
HSBC Premier：(852) 2233 3322
All other customers：(852) 2233 3000
If you are certain that your credit card is not lost or stolen, and you just can't remember where you left it, you can log on to Internet Banking and put a block on your card for up to 60 days.
Please be aware that blocking your card will not affect the existing direct payments, regular auto-transfers, standing instructions and contactless transactions. You will still be held accountable for the transactions made. Please be careful with your spending.
Refer to our page to find out more about how to report or block a card.
What to do if your log on credentials have been disclosed
If you have disclosed any sensitive information such as log on credentials, passwords or security codes, or if you suspect your account has been misused, please call our hotline immediately to report the problem, and quickly check your transaction record to see if there's any unauthorized transactions. We can help temporarily suspend your account upon your consent to prevent further loss. You should also change your account passwords immediately.
Reporting and enquiry hotline:
HSBC Jade：(852) 2233 3033
HSBC Premier：(852) 2233 3322
All other customers：(852) 2233 3000
Alternatively, you can email us at csv@hsbc.com.hk to report a problem.
Learn more
- How should I handle and report fraud?
- Three rules to prevent fraud
- How to identify bogus calls?