Tell us straight away if your card has been lost or stolen
Temporarily block your card with our Mobile App or online banking. If you still can't find it, we'll cancel it straight away and send you a new one. You’ll get a new card by post within 7 working days or, if you're outside the UK, within 10 working days. If it does turn up, you can quickly unblock it and start using it again.
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Freeze or unfreeze your card
If you can’t find your card but you’re not sure it’s been lost or stolen, you can put a temporary block on it.
You can easily unblock it if it turns up. If you still can't find it, tell us if you think it’s been lost or stolen. You can do this 24 hours a day using the HSBC UK Mobile Banking app or by logging on to online banking.
Mobile Banking app
Log on to your mobile app and follow these steps.
1. Select account
Select the account the card belongs to.
2. Manage cards
Select 'View more' and then 'Manage cards'.
3. Freeze or unfreeze card
Select the slider to freeze or unfreeze the card. The freeze stays in place until you remove it.
Online banking
Log on to online banking and follow these steps.
1. Select account
Choose the account the card belongs to and then select 'Manage'.
2. Block or unblock card
Choose 'Block or unblock card' from the menu.
3. Select card
Find the card you wish to block or unblock and select 'Block this card' or 'Unblock this card'.
4. Confirm
Confirm the card you wish to block or unblock. All card transactions are blocked until you choose to remove it.
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.
Mobile Banking app
Log on to your mobile app and follow these steps.
1. Select account
Select the account the card belongs to.
2. Manage cards
Select 'View more' and then 'Manage cards'.
3. Report card lost or stolen
Select 'Report a card issue' and follow the instructions to provide additional information.
4. Confirm
Review the details and confirm the address we hold for you is correct. Select 'confirm' and your new card will be issued.
Online banking
Log on to online banking and follow these steps.
1. Select account
Choose the account the card belongs to and then select 'Manage'.
2. Report card lost or stolen
Select 'Report a lost or stolen card' from the menu and then choose the cards to be reported.
3. Provide information
Follow the on-screen instructions and provide information about what happened to your card.
4. Confirm
Review the details and confirm the address we hold for you is correct. Select 'confirm' and your new card will be issued.
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
If your debit or credit card is damaged, you can easily ask for a replacement.
Mobile Banking app
Log on to your mobile app and follow these steps.
1. Select account
Select the account the card belongs to.
2. Manage cards
Select 'View more' and then 'Manage cards'.
3. Report damaged card
Select 'Report lost, stolen or damaged card'. Choose the reason for replacement from the dropdown and then 'Continue'.
4. Confirm
Review the details and confirm the address we hold for you is correct. Select 'confirm' and your new card will be issued.
Online banking
Log on to online banking and follow these steps.
1. Select account
Choose the account the card belongs to and then select 'Manage'.
2. Replace damaged card
From the menu, select 'Replace a damaged card'.
3. Choose card
Choose the card that needs to be replaced and select 'Continue'.
4. Confirm
Review the details and confirm the address we hold for you is correct. Select 'confirm' and your new card will be issued.
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 HSBC UK Mobile Banking app. You can do this before you've received and activated your new card.
Mobile Banking App
1. Log on
Log on to our app with your Mobile Banking PIN.
2. Select account
Select the account the card belongs to.
3. Add to Apple Wallet or Google Pay
Select ‘Add to Apple Wallet’ or ‘Add to Google Pay'.
4. Follow the on-screen instructions
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 immediately. Remember to activate your new card when you receive it.
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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.