Managing Your first direct Credit Card

How can I report my card lost, stolen or damaged?

You can do this on our App:

tap More on the balance screen and select Cards
choose the card that’s lost, stolen, or damaged
select Report lost, stolen, or damaged
follow the on-screen instructions.

Lost or stolen FAQs

If you don’t have our App, you can call us on 03456 100 100 to report your card lost, stolen or damaged.

You can also freeze or unfreeze your card on our App if you’ve misplaced it and just need some time to look for it.

How to freeze and unfreeze your card

How do I activate my credit card?

How do I remind myself of my PIN?

If you've forgotten your credit card PIN you can request a new one to be sent in the post via our chat service.

To do this on our App go to ‘Help’ select ‘Chat now’ and type 'I've forgotten my PIN'.

Or You can do this via Online Banking by clicking ‘Message us' and typing the same message.

Alternatively, you can call us on 03456 100 100.

How do I change my PIN?

You can change your PIN at any UK HSBC cash machine or any displaying the LINK or Visa logo. All you need to do is:

enter your current PIN then click PIN Services
select Change PIN
enter the New PIN you want to use.

Your new PIN must not contain:

3 or more repeating digits e.g. 1110, 1101, 1011, 0001
4 digits in ascending or descending order e.g. 1234 or 9876.

How do I view my statements on the first direct App?

To view your statements on our App you need to:

tap the 3 dots on the account you’d like to view statements for
select Statements
choose the statement you’d like to view

You can also view your statements via Online Banking by logging on and following the same instructions above.

You can get up to 6 years’ worth of statements on our App or via Online Banking.

If you’ve received a replacement credit card due to it being lost or stolen, or if you previously held a classic card, please contact us to request paper copies of your statements (these are no longer available digitally).

How do I transfer a balance? (existing customers only)

Once you’ve activated your card, transferring balances is a simple process on our App. Just go to ‘Help’ then ‘Chat now’ and type “I want to complete a Balance Transfer”.

You can also do this via Online Banking by selecting ‘Message us’ and typing the same message.

Alternatively, you can call us any time on 03456 100 100.

Once approved, payment will be sent to your other credit or store card providers by the end of the next working day.

A balance transfer fee of 2.99% (minimum £5) applies to each transfer made within 90 days of your account opening (after 90 days balance transfers are subject to eligiblity with terms included in the offer).

Balance transfers between HSBC Group cards, including subsidiaries such as Marks & Spencer Financial Services plc, are not permitted.

Managing your first direct credit card

What can we help you with?

Want to view your card details?

Lost, stolen or damaged card?