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Make your mark with the HSBC Debit Mastercard®

To request your Card call

0800 028 088

If you have any questions related to the HSBC Debit Mastercard, please take a look at the frequently asked questions (FAQ) below. If you don't find the answers you are looking for, please call us on 0800 02 80 88.

Click on any of the questions below to access the answer.

There are some practical steps you can take now:

What is an HSBC Debit Mastercard?

An HSBC Debit Mastercard is a card full of Mastercard features and services that allows you to access the funds in your HSBC account – by making purchases in-store, online, over the phone, at a contactless terminal and overseas1; or, by withdrawing cash at ATMs2 or over the counter at financial institutions around the world.

The HSBC Debit Mastercard is accepted wherever Mastercard is accepted.




Do I need an HSBC bank account to hold an HSBC Debit Mastercard?

Yes, an HSBC Debit Mastercard links to the funds in your bank account, unlike a credit card, that links to the credit card account. You will need to have, or open an everyday or savings account to hold an HSBC Debit Mastercard.




How do I get an HSBC Debit Mastercard?

If you are a current and regular user of our HSBC ATM card, we will automatically migrate you to a new HSBC Debit Mastercard over the coming months.

If you do not hold or use an HSBC ATM card, but wish to have an HSBC Debit Mastercard, please request a card by calling 0800 02 80 88 or send us a secure message within Internet Banking.




What is the annual fee for an HSBC Debit Mastercard?

The annual fee is $10. We will waive the fee for the first year. You can expect your first annual fee on the 1 year anniversary of receiving your HSBC Debit Mastercard.




What age can a child or minor have an HSBC Debit Mastercard?

A child 13 years of age or older can hold an HSBC Debit Mastercard in their name. If they are a minor (aged 13 to 17 years of age), they must have written authority, in the form of our HSBC Indemnity from a parent or guardian.




When can I start using my card?

Once you've requested your HSBC Debit Mastercard, it should be with you within 5-7 days. For new cards your PIN will be mailed to you separately. Your card is mailed to you inactive and you will need to follow one of the activation steps listed below to start using your card.

To select a different PIN visit an HSBC or Westpac branch. You will need to take photo identification with you. See below for suitable forms of identification.




How do I activate my card?

Using one of the below three options:

  1. Log in to HSBC Internet Banking
    1. At the menu, select Contact Centre,
    2. Select Send message,
    3. At Message header, Subject dropdown, select Premier Account Enquiry,
    4. At the Content, request us to activate your card and type in the last 4 digits of your card number,
    5. You will receive back a secure message confirmation within the next business day that your card has been activated.
  2. Call our Premier Service Centre / Call Centre
    1. Phone HSBC on 0800 02 80 88 / 0800 80 23 80
    2. You will be asked security questions to enable the immediate activation of your card.
  3. Automated PhoneBanking
    1. Phone 0800 02 80 88 / 0800 80 23 80 and follow the prompts.

Please be advised that the first time you use your card, you will need to use it for a PIN transaction (ATM withdrawal, balance enquiry, or insert at an EFTPOS terminal), you cannot use it for online shopping or contactless for the first transaction only.




How do I get my PIN?

When we send out your new HSBC Debit Mastercard, your PIN is sent to you separately by mail.

The card is mailed to you inactive, and you need to take the steps above to activate it.

You should memorise your PIN and not write it down anywhere. You should destroy the letter that your PIN is recorded on. You can change your PIN by visiting any HSBC or Westpac branch in New Zealand. You will need to take photo identification with you. See below for suitable forms of identification.




How can I change my PIN?

You can change your PIN by visiting any HSBC or Westpac branch in New Zealand. You will need to take photo identification with you. See below for suitable forms of identification.




What identification do I need to take to change my PIN?

EITHER
ONE of the following:
  1. NZ driver licence
  2. NZ or overseas Passport (current or expired in the last 2 years)
  3. NZ firearms licence
  4. NZ Certification of Identity
  5. NZ Emergency Travel Document
  6. Overseas National Identity Card
OR
ONE of each from the following columns:
  1. Birth certificate (NZ or overseas)
  2. Citizenship certificate (NZ or overseas)
  3. NZ Marriage certificate
AND
  1. HANZ 18+ Card

If you are changing the PIN on an HSBC Debit Mastercard for a minor (eligible between 13 – 17 years of age), and cannot provide any of the above, you will need to bring a letter dated within the last 30 days from a parent or guardian confirming that the child resides with them.




How much will it cost to use my debit card for overseas transactions?

If you are quoted an amount in foreign currency, an overseas transaction fee of 2.10% of the amount will apply. Included within this fee, is a portion charged by Mastercard, which is on-charged to you. This fee will apply, along with any other website, retailer or ATM operator fee2. Websites, retailers or ATM operators should advise you of their fees before you accept the transaction. The foreign currency amount is converted back to New Zealand dollars by Mastercard.

If you are quoted an amount in New Zealand dollars at an overseas website, retailer or ATM, then it is likely that the website, retailer or ATM is converting the funds at their own exchange rate. Your account will be debited by the amount of the New Zealand dollars quoted to you, plus any other associated fees. The overseas transaction fee may not apply for transactions in New Zealand dollars. However, in some instances, like being quoted New Zealand dollars in The Cook Islands, the overseas transaction fee will apply. Please be aware that the website, retailer or ATM operator may charge their own margins within the exchange rate. Care should be taken. The website, retailer or ATM operator may also charge a separate fee, and should advise you of their fees before you accept the transaction.

Please ensure you read the HSBC Debit Mastercard Terms and Conditions (PDF, 77KB) for full details about using your card overseas.




Where is the security code on my card?

You'll find the 3 digit security code on the back of the card, at the very end of the signature panel.




Why can't I withdraw up to the daily withdrawal limit at BNZ ATMs?

Unfortunately we have a system restraint with BNZ ATMs, and our customers can only withdraw once per day, to a limit of $300.




Should I tell HSBC if I'm going to travel overseas?

Yes please. This is so we can keep an eye out for fraudulent transactions on your card. The easiest way for you to do this is to send us a secure message in internet banking. Let us know the dates of your travel and where you'll be going. Please ensure we hold your up-to-date contact details, including a mobile telephone number if available.




What should I do if there is a card transaction on my statement that I haven't authorised?

You may be able to dispute a transaction that appears to have been made using your HSBC Debit Mastercard that you haven't authorised.

Before contacting us, we recommend you consider the following:

  • The name of the retailer that appears on your statement may differ from their trading or retail name – doing a quick internet search could give you some more information for a retailer, including their contact details.
  • Can you match your debit card receipts with the disputed transaction?
  • Could it be for an online purchase?
  • Have you signed up for an online 'free trial''? You may have committed to a regular subscription after the free trial ends. Check the terms and conditions for that trial.
  • Have you signed a contract with this retailer relating to this transaction?
  • Could the transaction have been made by an additional cardholder (who might be a family member or friend?)
  • Have you dealt with this retailer before? Is it possible this is an annual charge/premium?

The next step should be to contact the retailer to clarify the transaction and if necessary, arrange a refund.

If the transaction was not authorised by you and the retailer does not help, we may be able to dispute this for you. You will need to contact us within 30 days of the date of the statement that shows the transaction. Call us on 0800 02 80 88, seven days a week, or on +64 9 368 8557 if you're outside New Zealand (international toll charges will apply)

It can be useful to keep copies of all records, including vouchers, ATM receipts and correspondence, to assist with any subsequent investigation.




What is a card transaction?

A card transaction is one that appears on your statement as appearing as though your card has been used for that transaction. It could be any of the below, originating in New Zealand or overseas:

  • A cash withdrawal at an ATM
  • A type of cash advance / cash withdrawal over the counter at a financial institution
  • A point of sale transaction
  • An online purchase



What should I do if I need a replacement card?

If your card is damaged, or you can't read your card details or security code, you may need a replacement card. Order one by calling us on 0800 02 80 88, seven days a week, or on +64 9 368 8557 if you're outside New Zealand (international toll charges will apply)

There is a charge of $15 for a replacement card, and it will take five to ten days to arrive. If you use your card for any regular payments or to pay a subscription, check your card details, they may be different. If they are, you will need to advise the payee of your new card details.

Your replacement card is sent out inactive, you will need to activate it by following the activation steps above. The PIN will be sent in the mail separately.




What do I do if my debit card is lost or stolen?

If your card is lost or stolen report it to us immediately, by calling 0800 02 80 88. Or if you're outside New Zealand +64 9 368 8557 (international toll charges will apply) at any time of day or night. We will arrange a replacement card to be sent to you.

There is a charge of $15 for a replacement card, and it will take five to ten days to arrive. If you use your card for any regular payments or to pay a subscription, you will need to advise the payee of your new card details.

Your replacement card is sent out inactive and with a new PIN, you will need to activate it by following the activation steps above. The PIN will be sent in the mail separately.




What happens when my HSBC Debit Mastercard expires?

The month prior, we will send out a reissued card. It will have the same card number, but the expiry date and security code on the back will be different. You may need to update these details with anyone who accepts regular payments or subscriptions from your card details.

Please note that AT Hop definitely use your expiry date, so if this changes, you need to update them.

The PIN from your previous card will carry across to this new card.

Your reissued card is sent out inactive. You will need to activate it by following the activation steps above.

1 An overseas transaction fee may apply when you spend overseas or in foreign currency. The NZD transaction amount will appear on your statement and will include any retailer surcharge or ATM operator fee if applicable. A separate transaction amount on your statement, will include this overseas transaction fee, any currency conversion margins and any applicable Mastercard fee. Please refer to the HSBC Debit Mastercard Terms and Conditions (PDF, 77KB) for more details on using your card overseas, foreign currency spend and any applicable reversals on your HSBC Debit Mastercard.

2 ATM operator fees may apply.

3 The annual fee is charged in advance. We will waive the fee for the first year. You can expect your first annual fee on the 1 year anniversary of receiving your HSBC Debit Mastercard.

Tap & go is a trademark of Mastercard International Incorporated. Mastercard and Priceless are registered trademarks and the circles design is a trademark of Mastercard International Incorporated.

Terms and Conditions

HSBC Retail Banking and Wealth Management Terms and Conditions apply. Mastercard is a registered trademark and the circles design is a trademark of Mastercard International Incorporated. Issued by The Hongkong and Shanghai Banking Corporation Limited, incorporated in the Hong Kong SAR, acting through its New Zealand branch (“HSBC”).