Credit Card FAQ

What are the document required?

For salaried employees:

Multinational/public-listed companies/  government/semi-government office

• Photocopy of MyKad (both sides)
• Recent utility bill if the address on MyKad is different from your residential address
• Salary slip of the latest month or letter of confirmation from employer if employed for less than 3 months OR
• Latest income tax return (Form BE with tax receipt) or Form EA or EPF statement

Other companies

• Photocopy of MyKad (both sides)
• Recent utility bill if the address on MyKad is different from your residential address
• Salary slip of the latest month OR bank statement showing latest 3 months salary credit AND
• Latest income tax return (Form BE with tax receipt) or Form EA or EPF statement

Self-employed :

• Photocopy of MyKad (both sides)
• Recent utility bill if the address on MyKad is different from your residential address
• Photocopy of business registration form (established minimum 2 years)
• Latest income tax return (Form B with payment receipts or CPO2 attached or EPF statement)

OR

• Latest 6 months bank statements

Foreigner/Expatriate:

• Copy of passport showing personal details and work permit (must be valid for at least one year) 
• Salary slip of the latest month
• Letter of confirmation from employer stating position, remuneration and duration of employment 
• Minimum RM10,000 per month AND working for multinational/public-listed companies/government/semi-government/HSBC corporate lending employers only

How do I apply for a credit card?

You can apply for a credit card:

• Through the public website
• At the nearest branch
• Through the Contact Centre

How do I submit my documents for credit card application?

Once your online credit card application is complete, you will get an SMS with a verification code. You can follow the instructions in the SMS to upload your documents on the HSBC website.

If you have applied for a credit card at the branch, all documents are to be submitted at the branch.

How will I know my application status?

For online applications, you'll get an SMS with a verification code once you've uploaded the documents for your credit card application. You can follow the instructions in the SMS to check your application status on the HSBC website.

How many supplementary cards can I apply for?

Each primary customer can apply for a maximum of 5 supplementary cards.

I did not receive my credit card, how can I check my card delivery status?

You can check your credit card delivery status by contacting the Customer Service Hotline.

HSBC Bank Malaysia

Local call numbers: 1300 88 1388

International call numbers: +603 8321 5400

HSBC Premier & Amanah Premier

Local call number: 1300 88 9393

International call number: +603 8321 5208

HSBC Amanah

Local call numbers: 1300 80 2626

International call numbers: +603 8321 5200

Can I save my online credit card application and continue it later?

Yes, you can save your application by tapping 'Save and exit' at any point after you've entered your personal details. It will be saved for 90 days before being deleted.

How do I resume an online credit card application that I have saved?

After you tap 'Save and exit', you'll get an SMS with a unique verification code. 

To resume your application, go to the HSBC website. Select 'Credit card', then 'Resume/track application'. Next, follow the steps on the screen to verify yourself. You'll then be able to check your application status and continue with your application.

How do I check my credit card application status online after submission?

Once you've submitted your application, we'll send you an SMS with a verification code. 

To resume your application, go to the HSBC website. Select 'Credit card', then 'Resume/track application'. Next, follow the steps on the screen to verify yourself. You'll then be able to check your application status.

Why didn't I receive a text message after submitting my online credit card application?

If you did not receive any text message after submitting your full application, you might have entered an incorrect mobile number. Please call our contact centre for assistance.

Why do I see multiple online credit card-i applications when I check my status?

If you start new applications with the same name, email address, contact number and identification number, they'll show up as duplicate applications. If you see an application that does not belong to you, please contact us immediately.

When can I check my credit card application status?

You can check your credit card application status one day after your submission. You can view your application for 90 days from the date of your submission.

How do I upload documents for applications I've submitted online?

You'll get an SMS with a verification code. To upload your documents, go to the HSBC website, select 'Credit card', then 'Upload document'. Next, follow the steps on the screen to verify yourself. You'll then be able to check your application status.

What should I do if my credit card is lost or stolen?

You can temporary block/unblock your card via HSBC mobile banking app. Find out how 

How can I change my HSBC credit card PIN?

You can call the credit card PIN Hotline at 03 - 8321 8999 to change your PIN.

How do I make an online payment to my HSBC credit card?

You can make online payments via the HSBC Online Banking and HSBC Malaysia Mobile Banking app.

How do I increase/decrease my HSBC credit card credit limit?

You can request for a higher credit limit on your credit card to enjoy extra financial flexibility and better manage your spending on the things you love. There are a few ways to do it:

Online banking

It's easy to increase of your credit card limit online.

Complete the online form and one of our representatives will contact you on the next working day to complete the submission.

By phone

You can also request to increase your credit card limit by giving us a call.

• HSBC Premier customers can contact your Premier Relationship Manager to arrange an appointment.
• All other HSBC customer can call 1300 88 1388 (+603 8321 5400 if you are overseas).

To decrease your credit card limit, call 1300 88 1388 (+603 8321 5400 if you are overseas)

What should I do if there are transactions charged to my card which were not authorised by me?

If you notice a suspicious charge or didn't authorise a payment, here's how to raise a dispute.

If you don't recognise a transaction

There can be a number of reasons why your statement contains a charge that you don't recognise. Here are some possible explanations that might help you identify the transaction:

Check the retailer's name

Retailers are sometimes registered under a different name, so the one on your statement might not be what you expect. Try looking up the name on the internet to see if you can find more details on it.

Look out for additional charges

Some retailers, such as hotels, taxis, airlines or hired car services, can add additional surcharges to your basic payment package.

Check your receipts and your email inbox

Also, have a look at your email inbox, as you'll often get digital confirmation emails or receipts, and these might also contain the retailer's registered name.

Adjacent transactions

Check other transactions appearing on your statement with a similar timestamp. This may remind you of where you were when the transaction was made.

Consider exchange rates

If the transaction you don't recognise was made in a foreign currency, the final amount could be different to the amount at the time of your purchase. For refund transaction, the refund amount in Malaysia Ringgit could be different to the amount of your purchase.

Check with your supplementary cardholders

If you have supplementary cards under your account, ask if the supplementary cardholders might have made the transaction.

Check recurring payments

It could be that the transaction is part of a series of ongoing payments such as an autopay.

Free trials

If you signed up for a free trial recently, check the free trial period and its corresponding terms and conditions. The free trial could have expired, and you may now be paying for the goods or services.

How can I raise a dispute for the transaction(s) charged to my card?

First steps

In most cases you'll need to try and solve the problem by first contacting the retailer. If that proves unsuccessful, then you may contact us to raise a query about the transaction.

Contact us quickly

It's important that you contact us as soon as possible once you know that there is an issue. You'll need to raise a dispute within 60 days after the statement date (unless the merchant has closed down) so we have sufficient time to process your dispute request.

You can contact us using one of the following ways:

By phone

You may make a dispute request by calling our customer service hotline.

Local Call Numbers: 1300 88 1388

International Call Numbers: +603 8321 5400

Online submission

Submit the Card dispute form online.

How long does it take for the dispute to be resolved?

Under the scheme rules of respective credit card associations, the process normally takes about 45 to 90 calendar days to complete.

Will I be informed if my dispute has been resolved?

Yes, you will receive an SMS notification if the transaction is accepted. Otherwise, a rejection letter will be issued for dispute transaction without chargeback rights.

Who can assist me on queries regarding disputes?

You may make a dispute inquiry request by calling our customer service hotline:

Local Call Numbers: 1300 88 1388

International Call Numbers: +603 8321 5400

Can I request to postpone the reduction of my credit card/-i credit limit?

No, this is not allowed. Your credit card/-i credit limit is subject to our credit risk assessment. However, we will give you at least three (3) banking days' prior notice of any change.

This is mentioned under the HSBC Credit Card Cardholder Agreement and the HSBC Amanah Credit Card-i Cardholder Agreement.

I have been paying my credit card/-i on time recently. Why is my overall credit performance not satisfactory?

Your overall credit performance is based on records over a longer period of time and across all products you may have with us.

What can I do to avoid having my credit card/-i's credit limit reduced in the future?

Make sure you always make at least the minimum payment to your credit card/-i and any other HSBC / HSBC Amanah facilities before the due date. Having a history of consistent repayment/payment will help in your credit performance.

Can I object to the bank's decision to reduce my credit card/-i credit limit?

Your credit card/-i credit limit is subject to our credit risk assessment. However, we will give you at least three (3) banking days' prior notice of any change.

This is mentioned under the HSBC Credit Card Cardholder Agreement and the HSBC Amanah Credit Card-i Cardholder Agreement.

Can I appeal to the bank's decision to reduce my credit card/-i credit limit?

Sorry, we do not accept any appeal request. However, you may apply for a credit limit increase after 6 months from the date your credit card/-i's credit limit is reduced by submitting your latest income documents via branch or contact our customer service. 

How soon I can request a credit limit increase?

You may apply for a credit limit increase 6 months after the date your credit card/-i's credit limit was reduced. To apply, you'll need to by submit your latest income documents at a branch or contact our customer service.

I'm currently having difficulties in paying my credit card/-i's monthly payment. Can you help me?

We currently offer multiple solutions to help you if you cannot meet your monthly payments. If you would like help, please call the customer service hotline on the back of your credit card/-i.

Additionally, you may seek the services of Agensi Kaunseling Dan Pengurusan Kredit (AKPK), an agency established by Bank Negara Malaysia to provide free services on money management, credit counselling, financial education and debt restructuring for individuals. AKPK can be reached at 1-800-88-2575 or www.akpk.org.my.

How can I check my CCRIS record?

Your CCRIS report consists of your payment records of all your banking facilities in Malaysia. You can access it online or you can request a hardcopy of your CCRIS report from Bank Negara Malaysia's offices. For more information, go to http://creditbureau.bnm.gov.my.

How do I earn Reward points with my HSBC TravelOne Credit Card?

You’ll earn Reward points each time you use your credit card to make a purchase. Please refer to the Terms and Conditions for HSBC TravelOne Mastercard Credit Card Programme for details on the transactions that are eligible for Reward points.

How do I check my current Reward points?

You can check your current Reward points via the HSBC Malaysia Mobile Banking App or Online Banking and through your monthly credit card statements.

Why haven’t I earned Reward points on my recent transactions?

Please make sure the transaction(s) are eligible for Reward points. You won’t earn points on cash or cash-related payments like buying travel money, fees, balance transfers, cheques, refunds, interest, and other charges.

If you think your transaction is eligible, please contact us by calling 1300-88-1388.

How do I keep track of the Reward points earned or redeemed?

You will be able to see information about Reward points you have earned or redeemed via the Loyalty Portal in the HSBC Malaysia Mobile Banking App .

Will I be able to let another family member or friend redeem points?

Only the primary cardholder can redeem Reward points earned with the credit card.

What can the Reward points be used for?

You can accumulate your Reward points to treat yourself to a holiday (hotel stay/flight ticket) or use them to help One Tree Planted. You can redeem your points:

Do I have other redemption options other than hotel stays, airline miles and One Tree Planted?

Reward points can only be used for redemption of Reward categories listed in the HSBC Malaysia Mobile Banking App. Reward points cannot be exchanged for cash.

What do I need to do before I can redeem the Reward points for airline miles/hotel points?

If you wish to redeem airline miles/hotel points, you must first become a member of the participating airline/hotel partners (frequent flyer/ hotel membership(s)) and obtain the frequent flyer/hotel membership number.

Your airline and/or hotel membership accounts must be active and in good standing to redeem Reward points for the airline miles/hotel points.

• for a hotel stay with a selection of hotels
• for a getaway with airline miles from a selection of airlines
• as a donation to One Tree Planted, to help with global reforestation

Do I have other redemption options other than hotel stays, airline miles and One Tree Planted?

Reward points can only be used for redemption of Reward categories listed in the HSBC Malaysia Mobile Banking App. Reward points cannot be exchanged for cash.

What do I need to do before I can redeem the Reward points for airline miles/hotel points?

If you wish to redeem airline miles/hotel points, you must first become a member of the participating airline/hotel partners (frequent flyer/ hotel membership(s)) and obtain the frequent flyer/hotel membership number.

Your airline and/or hotel membership accounts must be active and in good standing to redeem Reward points for the airline miles/hotel points.

Points earned using HSBC TravelOne Credit Card will expire 3 years from the end of the calendar month in which you earned them. When redeeming your Reward points, the oldest points will be used first.

For example: If you have made a transaction on 20 July 2022, your points earned for that transaction will expire on 31 July 2025.

How long will it take for airline miles/hotel points/One Tree Planted to be credited  once I have redeemed my points?

If you choose to redeem your points for airline miles, hotel points or towards donations for ‘One Tree Planted’ via HSBC Malaysia mobile banking app, your request will normally be processed within 1 to 5  business days, with the exception of certain partners e:g Japan Airlines (JAL). They will take 21 business days to process your request.

I am unable to access my HSBC Malaysia Mobile Banking App. How can I redeem Reward points?

If you are unable to access the HSBC Malaysia Mobile Banking App, or if you are having trouble or have a technical issue with redemption of Reward points via HSBC Malaysia Mobile Banking App, you can redeem the Reward points by calling us on 1300-88-1388.

I have redeemed Reward points through the HSBC Malaysia Mobile Banking App, but I wish to cancel the redemption. How can I cancel it?

Once you submit a redemption request on HSBC Malaysia Mobile Banking App, it cannot be reversed, withdrawn, cancelled, or changed.

What happens if my redemption request is not successful or rejected?

If your redemption request is not successful or rejected, your Reward points will be added back to your credit card account. You will also receive a notification email/letter informing you the reason of rejection within 4-8 hours of the refund of your Reward points. If you haven’t received the rejection notification, please contact us by calling 1300-88-1388.

My redemption request was submitted successfully, but I haven’t received the  airline miles/hotel points in my member account.   

We will process your redemption request as soon as we can. Generally, it takes up to 5 working days to process your request to redeem Reward points for airline miles/hotel points. The duration may vary as it could be due to reasons beyond our control, e.g. some participating airlines/hotels partners may take longer processing duration e.g Japan Airlines(JAL) takes up to 21 working days to process your request. In any case, you will be able to view the exact processing duration required by the respective partners during submission of redemption in the Loyalty Portal page.

If you have any queries regarding the status of your redemption, please contact us by calling 1300-88-1388.

You should send your query on the redemption of Reward points to us within 30 days from the date in which the Reward Points you wish to query are deducted.

What can I do if my airline miles or hotel points aren’t credited as expected?

If you did not receive your airline miles or hotel points within the expected timeline, it could be due to your redemption request being rejected. You will receive the rejection reason from HSBC. If you haven’t received the rejection email or letter or wish to check on your redemption status, please contact us by calling 1300-88-1388.

I want to redeem points towards donation for One Tree Planted. Can I claim any tax relief?

Donation towards One Tree Planted is not entitled for any tax relief.

I hold more than one HSBC credit card, can I combine the Reward points of all the cards to use the Reward point benefits?

Reward points are not transferable. You cannot transfer Reward points from one credit card to another credit card. Reward points also cannot be gifted or transferred to any other HSBC Credit Cardholders. Hence, if you apply for another credit card type and wish to cancel your existing credit card, you should redeem the Reward points of your existing credit card before it is cancelled.

Can I set up an automatic Reward point redemption?

No, this feature isn’t currently available.

Why am I unable to earn or redeem Reward points?

You will not be able to earn or redeem Reward points when your credit card is cancelled or suspended.   

The Reward points will not be accrued on any un-posted or cancelled card transaction.   

Will I lose Reward points if my credit card is cancelled by the Bank?

If your credit card is cancelled by the Bank for any reason, we will inform you by giving you at least seven (7) working days’ termination notice in writing. Please ensure you redeem your Reward points by the date stated in the termination notice. Thereafter, your Reward points will be forfeited and we will not be able to accept any redemption request.

Will I be able to redeem Reward points after I cancel my credit card?

Your Reward points will be forfeited when you cancel your credit card. Hence, you should redeem your Reward points at least a day before your credit card is cancelled. We will not accept any redemption request on or after the date you submit the credit card cancellation request to us.

Can a primary cardholder use this feature to block or unblock the supplementary cardholder's card?

Yes. However, each primary and supplementary card needs to be blocked individually via the card control features in the mobile app.

Can a supplementary cardholder use this feature to block or unblock their own card and the primary cardholder's card?

No. The supplementary cardholder won't have access to the card control features in the mobile app.

Will all my transactions be blocked once the card(s) are blocked via the mobile app?

Blocking your card will not block all card transactions. If you want to block all card transactions, please contact us.

What type of transactions will continue to go through, even when the card is blocked?

• Direct Debits, including any standing orders you created until the date the card was blocked (excluding any standing orders that are scheduled via JomPay or Bill Payments)
  
• Recurring payments, such as subscriptions, utility bill payments, and so on, and instalments from previously authorised purchases
• Payments to credit cards
• Returns or refunds, annual or management fees, interest and finance charges

What type of transactions won't go through when the card is blocked?

• Point of Sale (POS) - both contactless and Chip & PIN
• Online purchases
• Device wallets (eg. Samsung Pay)
  

Important Note: Transaction type is determined by the merchant's acquiring bank, not HSBC. For example, a transaction which is determined as recurring payment by the merchant's acquiring bank will not be blocked notwithstanding that it is a one-off payment.

What if I see unauthorised transactions after or before any cards are blocked?

Please report this immediately if you see any unauthorised transactions on your cards.

Why are some of my credit cards not displayed to block or unblock in the mobile app?

It could be that the card is already permanently blocked or closed. Please contact us should you need further assistance.

Can I block or unblock both my credit and debit card?

Currently, the block and unblock feature is only available for credit cards.

Will my cards be blocked or unblocked immediately?

Yes, this feature is almost immediate. You will receive an SMS notification once your card has been successfully blocked or unblocked.

Will the card get permanently blocked after a certain period?

No. Whenever this feature is used to block a card, it will only remain temporarily blocked until you unblock it using the same way. Should you choose to permanently block the card, kindly contact us.

Is there a limit to the number of times I can block or unblock my card?

No. There's no limit to how many times you can block or unblock your card.

Can a primary cardholder create the travel notice for a supplementary cardholder's card?

Yes. However, each primary and supplementary card's Travel Notice needs to be created individually via manage card in the mobile app

Can a supplementary cardholder create a travel notice?

No, the supplementary cardholder will not have access to the card control features in the mobile app. Only primary cardholder can create the travel notice for their respective supplementary cards.

What is the purpose of the travel notice feature?

By setting a travel notice, you will reduce the chance of getting your credit card transactions declined at your travel destination.

Transactions types of Online and recurring transactions (like utility bill payments etc.) on your credit card are not impacted by your travel notice and our regular policies will apply as usual.

Important Note: Transaction type is determined by the merchant's acquiring bank, not HSBC. For example, a transaction which is determined as recurring by the merchant's acquiring bank will go through notwithstanding that it is a one-off transaction.

What if I see unauthorised transactions after or before travel notice is effective?

Please report to us immediately if you see any unauthorised transactions on your cards.

What is the maximum travel duration I can create for a travel notice?

Maximum of 91 days.

How many travel notices can I create?

You can create a maximum of 15 travel notices including ongoing and upcoming notices.

Can I create travel notices for the same country with overlapping dates?

No, you can't create travel notices for the same country with overlapping dates - but you can for different countries.

For example, your first travel notice is for travel to Australia between 10 and 20 November.

A second travel notice to Australia but with overlapping dates of 15 to 25 November won't be created successfully. But a second travel notice to India with overlapping dates of 15 to 25 November will be created successfully.

Can a travel notice be created, edited, deleted and copied immediately?

Yes, any updates will be effective almost immediately, except for special circumstances, such as system downtime and maintenance.

Why are some of my credit cards not displayed in the mobile app for me to select for the travel notice feature?

This may be due to the status of your credit card, for example, if it's blocked or the account is closed. If you need help, please contact us.

Can I create a travel notice on both my credit and debit cards?

No, currently travel notice feature is only available for credit cards.

Can I edit my ongoing travel notice?

Yes, for ongoing travel notice, you can only edit the end date whereas for upcoming travel notice, you can edit the destination, start date and end date.

If I have temporarily blocked my credit card in my mobile app, can I still create a travel notice?

Yes, however your travel notice will only be effective once you unblock your credit card.

Why I can't find some countries on the travel notice country list?

The list is not exhaustive as some countries are excluded. Please contact us if you can't find the country you want to travel to or would like more help.