Mobile app card services FAQs

To report a lost or stolen credit card and order a replacement, follow these steps:

Once your request is successfully completed, your existing card will be cancelled straight away, and a replacement with a new card number will be issued.

Your physical replacement card should be delivered within 5 working days. You'll receive confirmation in the app, followed by an email and push notification.

If your card is lost, or stolen

We'll cancel your existing card immediately and issue a replacement card with a new card number.

Your old card will no longer appear on you Cards list. You'll be able to access your new digital card details in the app while you wait for the physical card to arrive.

If your card is damaged

We'll replace your card if you can't use it because it's broken, worn, cracked or bent, or the chip or magnetic stripe is not working.

Destroy your old card by cutting through the chip and magnetic strip. You'll still be able to use it digitally while you wait for the physical card to arrive.

A replacement fee may apply. Please refer to our Schedule of Services and Tariffs (PDF) for more information.

To report your lost or stolen card or any unauthorised transactions, please immediately call us.

HSBC Premier

Within UAE: 800 4320 Outside UAE: +971 4 224 1000

HSBC Advance

Within UAE: 600554722 Outside UAE: +9714 2288007

HSBC Personal Banking

Within UAE: 600 55 HSBC (600 55 4722) Outside UAE: +971 4 228 8007

Before you give us a call, you can also temporarily block your card from the HSBC UAE mobile app.

You can also report your card lost or stolen in the app.

To put a temporary block on a credit/debit card:

Blocking your primary card doesn't block your supplementary cards.

When your credit or debit card is temporarily blocked, your point of sale, contactless, device wallet, online and ATM transactions won’t go through.

Some transactions will go through while your card is blocked:

When your debit card is temporarily blocked, the block is only applied to your debit card - any transactions to the bank account linked to your debit card will continue to be processed as normal.

To permanently block your card if it has been lost or stolen, please call us or visit your nearest branch. Find out more at www.hsbc.ae/help/contact/

You can also report your card lost or stolen in the app.

You can see your pending credit card transactions in real time, so you’re always right up to date and your available credit limit is as you would expect. Pending means the transaction has begun but it is still processing. You will see pending transactions under card transactions within your HSBC UAE app and they will be shown with a pending label.

You will see the merchant name / description, transaction date and the original currency in which the transaction was made. Once the transaction is settled, the pending label will no longer show.

Primary card holders can view the pending transactions for both primary and supplementary cards.

The pending transaction will show in the original currency that the transaction was made in.

After settlement, foreign currency transactions will show in the local currency equivalent (AED). This will include any fees and charges that apply according to the Schedule of Services and Tariffs (PDF).

For example, if you make a purchase for 100.00 USD, it will show in your pending card transactions as 100.00 USD. After settlement, the transaction amount is shown in the equivalent AED amount. Any fees and charges that apply are included in the transaction amount shown.

Please note, in line with the applicable Schedule of Services and Tariffs, foreign currency transactions that are not in your billing currency will be converted into your billing currency by the card scheme (Visa or MasterCard) or HSBC using their applicable exchange rates on the day conversion is made. This may involve a conversion to US dollars first.

If you opt to pay in your billing currency (AED) and not the foreign currency applicable in the country, the merchant and their financial institutions’ applicable exchange rate applies. In addition, a processing fee set by Visa / MasterCard of up to 1.21% (inclusive of VAT) may also apply on foreign currency transactions where the currency used is non-AED. This also applies to international transactions where you opt to pay in your billing currency (AED).

For further information, please refer to the Credit Card Agreement Terms at www.hsbc.ae/terms.

Yes. All purchase transactions, along with any refund or reversal transactions will show as a debit or credit respectively and will have the label pending. Credit transactions appear in green.

This could be a recurring transaction on your card. For example, the payment of a bill, standing instruction, or a transaction made by a supplementary cardholder. If you still don't recognise the pending transaction, please call us on the number shown on the back of your card so that we can help you.

Monthly spend limit is designed to help you stay in control of your spending. You can easily set it up in the HSBC UAE app for your primary and supplementary credit and debit cards to limit how much you spend each month.

You can change your monthly spend limit any time.

You can change your monthly spend limit through the HSBC UAE app at any time.

The spend limit is calculated on a calendar month basis. When you set the limit, it will include any previous spends made during that calendar month. For example, if a limit of AED 1000 is set on the 10th of the month and AED 400 has already been spent since the 1st, then only AED 600 will be available to spend for the remainder of that month.

If you haven’t used any of the 'Card control' options in 'Card Hub' before, spend limit calculations will apply from the date you set the spend limit for the first month, and on a calendar monthly basis after that.

You can choose which cards to set a spend limit on. If for example you set a spend limit on your primary card, your supplementary cards won’t be affected, if you haven’t set a spend limit on them.

No. Transactions will be declined when you exceed your monthly spend limit. If you wish to change the monthly spend limit you have set, you can do this at any time through the HSBC UAE app.

Your monthly spend limit can never be higher than your card limit.

For debit cards, daily limits apply on your ATM withdrawals and retail purchases (transactions at point of sale, contactless, wallet and online payments). These will continue to apply as usual when you set a monthly spend limit.

To see how much you’ve spent:

To see how much you’ve spent:

Transactions included in the spend limit calculations are:

For more details, refer to the ‘Important Information’ that can be found on the ‘Monthly spend limit’ screen.

Transactions which will not count towards your monthly spend limit:

Please note some transactions with online merchants, subscriptions with service providers or in app purchases, may contribute to your monthly spend limit and subsequently reduce the available amount for the current month.

Remember you can increase, reduce or turn off the monthly spend limit you have set, at any time in the HSBC UAE app. For more details, refer to the 'Important Information' that can be found on the 'Monthly spend limit' screen.

If you're planning to travel outside the UAE and want to use your credit and debit cards, requesting a Travel Plan through the HSBC UAE app could give you peace of mind.

Setting up a Travel Plan helps us ensure you can use your cards without a hitch while you're abroad, and reduces the likelihood of your transactions being declined during your trip.

If your itinerary includes stopovers, remember to set up Travel Plans for these destinations too.

To request a new Travel Plan or update one you've already set up, log on to the HSBC UAE app, then select 'Library', go to the ‘Here to help’ section and select 'Chat with us'.

Just ask to set up or update a Travel Plan, and a member of our team will help you do it.

Yes. If you’re planning to use your cards during your stopover for food, duty free or something else, we recommend requesting a separate Travel Plan to make sure your card transactions can be approved in the stopover country.

Travel Plans must be requested by the primary cardholder through the HSBC UAE app. Just select 'Library', go to the ‘Here to help’ section and select 'Chat with us', then ask to set up a Travel Plan.

You'll need to submit a separate Travel Plan for each primary and supplementary card if you're going to be using them abroad.

Once you've notified us of your travel arrangements, we will only approve card present transactions that are carried out at your destination country and in the UAE during the dates you have specified.

Online, ecommerce and recurring transactions (like utility bills payments, subscriptions, etc.) will not be impacted by your Travel Plan restrictions and our regular policies will apply as usual.

Each Travel Plan request can cover a period of up to 90 days.

You can have up to 45 active or upcoming Travel Plans at any given time. To request a Travel Plan, just select 'Library', go to the 'Here to help' section and select 'Chat with us', then ask to set one up.

No. You can only have overlapping plans if the countries are different.

For example:

Once you've submitted your request to set up, edit or delete a Travel Plan, it will be processed within 4 hours. You'll receive an email confirmation once your request is complete.

Yes. The Travel Plan feature is available for both credit and debit cards.