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Your Debit Mastercard

We’re switching our debit card provider from Visa to Mastercard®. So if you’re a 1st Account holder, you’ll be receiving your new Debit Mastercard in the next few months – which you should start to use as soon as it arrives. For more information please visit our FAQ’s.

Can I use my new card straight away?

Once it arrives, you can use your new Debit Mastercard straight away. Your PIN will be the same – unless we told you that you’d receive a new one with your new Debit Mastercard. In this case, your PIN should arrive shortly before your Debit Mastercard so that you can start using it straight away.

What will be different?

As part of our plans to bring you an even better banking experience, we’re switching from Visa to Debit Mastercard. We’ve listened to your feedback and introduced some exciting new features, so your new card is fit for the future.

Your personal information is laser printed on the back, which lasts longer than previous embossing. The sleek re-design has also created more room, and by improving the layout, your card will be easier to find when stacked in your digital wallet.

Accessible features are also added as standard. With a carefully-placed arrow and notch to assist with orientation and tactile dots to help you identify your card in your wallet, everyone can enjoy better banking with our new Debit Mastercard. 

Will my 1st Account be affected?

Don’t worry, nothing else about your 1st Account is changing. We’re simply providing you with a new Debit Mastercard to help us bring you the best possible banking experience.

What happens next?

We’ll be in touch via your preferred communications method to talk you through what to expect, and what you need to do – but the process is simple:

1. Make sure your contact details are up to date – it’s quick and easy to do this on the App or Online Banking

2. Wait for your new Debit Mastercard (and PIN if applicable) to arrive in the post

3. Start using your new card

4. Destroy your old Visa debit card (we recommend cutting it up into small pieces, and throwing it in the bin)

5. Once you’re up and running with your new card, remember to update any saved payment details, such as those linked to online shopping websites or subscriptions

What do I do if I haven’t received a new Debit Mastercard?

We’ll contact you via SMS or email to let you know that your card is on its way. If it has been longer than 7 working days since we contacted you, and you still haven’t received your new Debit Mastercard, give us a call as soon as you can on 03 456 100 100.

All of our customers currently holding a Visa debit card should receive their new Debit Mastercard in the post by 10th September. You should start using your new card straight away, as your Visa debit card will be cancelled 30 days from the date printed on the letter with your Debit Mastercard when it arrives, or from the first time you use your new card. Once your Visa debit card is cancelled, you won’t be able to use that card to spend money in your account.

Temporary changes when using an ATM

When you use your Debit Mastercard at an ATM:

  • you won’t be able to access mini-statements
  • at HSBC ATM machines only, you won’t be notified if a cash withdrawal takes you overdrawn and charges may be incurred
  • at HSBC ATM machines only, there will be no message on whether your balance includes your overdraft when you make a balance enquiry.

Alternatively you will be able to:

Ways to bank at an HSBC branch

Although we don’t have any branches ourselves, you can always bank in person at any HSBC branch, or with our friends at the Post Office®

  • pay in a cheque at an HSBC branch over the counter or by using the cheque deposit machine. Just input your sort code and account number onto the machine's keypad. Use our branch finder to check the branch has a counter service.
  • pay in up to £2,000 a day in cheques using the fd Mobile Banking App.
  • pay in cash over the counter at an HSBC Full Service Branch, Cash Service Branch and Banking Hubs. You won't be able to use the self-service paying in machines in any HSBC branches. You can find details of branches on the HSBC website.
  • pay in cash or cheques at the Post Office®. You can find your nearest branch on the Post Office® website.
  • Send cheques to us in the post:
    first direct, PO Box 1538,
    Northampton, NN1 9HY.

    You can use your own envelope. To request an envelope, chat with us in our App - just go to 'Help' and select 'Chat now'. If you use Online Banking, select 'Message us'. Don’t forget to include a paying-in slip or to write your account details on the back so we know where to pay the money.


To find out more about our accessible services please visit firstdirect.com/accessibility. If you’d like this information in another format such as large print, Braille or audio, please contact us on 03 456 100 100 or Text-phone 03 456 100 147 and we’ll be happy to arrange an alternative version for you.