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Lost, stolen or damaged cards

What to do if you've lost your card or it's not working

Tell us straight away if your card has been lost or stolen

If your card is lost or stolen, tell us and we'll cancel it straight away and send you a new one. Your new card should arrive by post within 7 working days, or if you're outside the UK, within 10 working days. If you think your card will turn up you can put a temporary freeze on it.

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Freeze or unfreeze your card

If you can’t find your card but not sure if it’s been lost or stolen, you can place a temporary freeze on it. And unfreeze it if it turns up. (If you still can't find it, report it to us.) You can freeze your cards 24 hours a day using the app or with online banking.

Using the app

  1. Log on to the HSBC UK Mobile Banking app
  2. Tap on 'Cards' at the top of the screen
  3. Swipe and select the debit or credit card you want to freeze
  4. Tap 'Freeze card' - this will stay in place until you unfreeze it

To unfreeze your card, follow the same steps but tap 'Unfreeze card' at the end.

Using online banking

  1. Log on to online banking
  2. Select the account the card belongs to and then select 'Manage'
  3. Choose 'Block or unblock card' from the menu
  4. Find the card you wish to block or unblock and select 'Block this card' or 'Unblock this card'
  5. Confirm your card choice - all card transactions are blocked until you choose to remove it

Block my card This link will open in a new window

Report a lost or stolen card

Tell us if your card is lost or has been stolen and we’ll send you a new one.

Using the app

  1. Log on to the HSBC UK Mobile Banking app
  2. Tap on 'Cards' at the top of the screen
  3. Swipe and select the debit or credit card you want to report
  4. Tap 'More' and select 'Report a card issue' from the action list
  5. Follow the on-screen instructions to provide additional information
  6. Review the details and confirm we have your correct address
  7. Tap 'Confirm' and a new card will be issued

If you think your card is only temporarily lost and it might turn up later, you could freeze your card instead.

Using online banking

  1. Log on to online banking
  2. Choose the account the card belongs to and then select 'Manage'
  3. Select 'Report a lost or stolen card' from the menu and then choose the card to be reported
  4. Follow the on-screen instructions and provide information about what happened to your card
  5. Review the details and confirm the address we hold for you is correct
  6. Select 'Confirm' and your new card will be issued

If you think your card is only temporarily lost and it might turn up later, you could block your card instead.

Report a lost or stolen card This link will open in a new window

Next steps

Once you've told us that your card has been lost or stolen, we'll cancel it straight away. We'll send you a new one in the post within 7 working days if you're in the UK, or 10 working days if you're outside the UK.

Find out how to add your replacement card to your apple or google pay.

Replace a damaged card

Ask for a replacement if your debit or credit card is damaged.

Using the app

  1. Log on to the HSBC UK Mobile Banking app
  2. Tap on 'Cards' at the top of the screen
  3. Swipe and select the debit or credit card you want to replace
  4. Select 'Report card issue' from the action list and follow the on-screen instructions to provide additional information
  5. Review the details and confirm we have your correct address
  6. Tap 'Confirm' and a new card will be issued

Using online banking

  1. Log on to online banking
  2. Choose the account the card belongs to and then select 'Manage'
  3. From the menu, select 'Replace a damaged card'
  4. Choose the card that needs to be replaced and select 'Continue'
  5. Review the details and confirm the address we hold for you is correct
  6. Select 'Confirm' and your new card will be issued

Replace a damaged card This link will open in a new window

Next steps

Once you've told us that your card has been lost or stolen, we'll cancel it straight away. We'll send you a new one in the post within 7 working days if you're in the UK, or 10 working days if you're outside the UK.

Find out how to add your replacement card to your apple or google pay.

Add replacement credit or debit card to Apple Pay or Google Pay

You can add replacement credit or debit cards to Apple Pay or Google Pay directly from the app. You can even do this before you've received and activated your new card.

To add a replacement card:

  1. Log on to the HSBC UK Mobile Banking app
  2. Tap 'Cards' at the top of the screen, then swipe and select the right card
  3. Tap ‘Add to Apple Wallet’ or ‘Add to Google Pay'
  4. Follow the on-screen instructions until your card is added and you're back on the 'Account details' screen

You can now pay for things with Apple Pay or Google Pay. Remember to activate your new card when you receive it.

Replace an expired card and more help

Expired cards

Before your card expires, we’ll automatically send you a replacement.

However, if yours has expired and you haven’t received a new card, please call the emergency line.

Emergency line

If you're not registered for mobile or online banking, you’ll need to phone our emergency line to report your card lost or stolen.

Call 0800 085 2401 from the UK or +44 1442 422929 if you're outside the UK.

Lines are open 24 hours a day, 7 days a week. You may be charged if you call from outside the UK.

Useful links

Find out more about card security

 

Learn how we can work together to keep your cards safe.

Query a transaction

 

Transaction you don’t recognise or dispute with a retailer? Browse our tips or get in touch.

Fraud prevention guide

 

Learn about some of the common types of fraud and scams and how to avoid them.

Freeze or unfreeze your card

 

Place a temporary block on your card.

Apple Pay is a trademark of Apple Inc., registered in the US and other countries.

 

Google Pay is a trademark of Google LLC.

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