Credit Card-i FAQ

Can a primary cardholder use this feature to block or unblock the supplementary cardholder's card?

Yes. However, each primary and supplementary card needs to be blocked individually via the card control features in the mobile app.

Can a supplementary cardholder use this feature to block or unblock their own card and the primary cardholder's card?

No. The supplementary cardholder won't have access to the card control features in the mobile app.

Will all my transactions be blocked once the card(s) are blocked via the mobile app?

Blocking your card will not block all card transactions. If you want to block all card transactions, please contact us.

What type of transactions will continue to go through, even when the card is blocked?

• Direct Debits, including any standing orders you created until the date the card was blocked (excluding any standing orders that are scheduled via JomPay or Bill Payments)
  
• Recurring payments, such as subscriptions, utility bill payments, and so on, and instalments from previously authorised purchases
• Payments to credit cards
• Returns or refunds, annual or management fees

What type of transactions won't go through when the card is blocked?

• Point of Sale (POS) - both contactless and Chip & PIN
  
• Online purchases
• Device wallets (eg. Samsung Pay)
  

Important Note: Transaction type is determined by the merchant's acquiring bank, not HSBC Amanah. For example, a transaction which is determined as recurring payment by the merchant's acquiring bank will not be blocked notwithstanding that it is a one-off payment.

What if I see unauthorised transactions after or before any cards are blocked?

Kindly report to us immediately if you see any unauthorised transactions on your cards.

Why are some of my credit cards not displayed to block or unblock in the mobile app?

It could be that the card is already permanently blocked or closed. Please contact us should you need further assistance.

Can I block or unblock both my credit and debit card?

Currently, the block and unblock feature is only available for credit cards.

Will my cards be blocked or unblocked immediately?

Yes, this feature is almost immediate. You will receive an SMS notification once your card has been successfully blocked or unblocked.

Will the card get permanently blocked after a certain period?

No. Whenever this feature is used to block a card, it will only remain temporarily blocked until you unblock it using the same way. Should you choose to permanently block the card, kindly contact us.

Is there a limit to the number of times I can block or unblock my card?

No. There's no limit to how many times you can block or unblock your card.

Can a primary cardholder create the travel notice for a supplementary cardholder's card?

Yes. However, each primary and supplementary card's Travel Notice needs to be created individually via manage card in the mobile app

Can a supplementary cardholder create a travel notice?

No, the supplementary cardholder will not have access to the card control features in the mobile app. Only primary cardholder can create the travel notice for their respective supplementary cards.

What is the purpose of the travel notice feature?

By setting a travel notice, you will reduce the chance of getting your credit card-i transactions declined at your travel destination.

Transactions types of Online and recurring transactions (like utility bill payments etc.) on your credit card-i are not impacted by your travel notice and our regular policies will apply as usual.

Important Note: Transaction type is determined by the merchant's acquiring bank, not HSBC Amanah. For example, a transaction which is determined as recurring by the merchant's acquiring bank will go through notwithstanding that it is a one-off transaction.

What if I see unauthorised transactions after or before travel notice is effective?

Please report to us immediately if you see any unauthorised transactions on your cards.

What is the maximum travel duration I can create for a travel notice?

Maximum of 91 days.

How many travel notices can I create?

You can create a maximum of 15 travel notices including ongoing and upcoming notices.

Can I create travel notices for the same country with overlapping dates?

No, you can't create travel notices for the same country with overlapping dates - but you can for different countries.

For example, your first travel notice is for travel to Australia between 10 and 20 November.

A second travel notice to Australia but with overlapping dates of 15 to 25 November won't be created successfully. But a second travel notice to India with overlapping dates of 15 to 25 November will be created successfully.

Can a travel notice be created, edited, deleted and copied immediately?

Yes, any updates will be effective almost immediately, except for special circumstances, such as system downtime and maintenance.

Why are some of my credit card-i(s) not displayed in the mobile app for me to select for the travel notice feature?

This may be due to the status of your credit card-i, for example, if it's blocked or the account is closed. If you need help, please contact us.

Can I create a travel notice on both my credit and debit card-i(s)?

No, currently travel notice feature is only available for credit cards-i(s).

Can I edit my ongoing travel notice?

Yes, for ongoing travel notice, you can only edit the end date whereas for upcoming travel notice, you can edit the destination, start date and end date.

If I have temporarily blocked my credit card-i in my mobile app, can I still create a travel notice?

Yes, however your travel notice will only be effective once you unblock your credit card-i.

Why I can't find some countries on the travel notice country list?

The list is not exhaustive as some countries are excluded. Please contact us if you can't find the country you want to travel to or would like more help.

Can I save my online credit card application and continue it later?

Yes, you can save your application by tapping on the 'Save and exit' feature at any point of your application after entering your basic details. Your application will be saved for 90 days before it is cancelled.

How do I resume my online credit card application that I have saved?

Anytime you tap 'Save and exit', you'll receive a text message with a unique URL such as this: sp.hsbc.com.my/12/123456789

To resume your application, just tap that URL and enter the email address you used in your credit card application. Then follow the steps on the screen to verify yourself and you'll be able to check on your credit card application status and continue it.

How do I check my online credit card application status after I have submitted my application?

After you submit your application, we'll send you a text message with a unique URL such as this: sp.hsbc.com.my/12/123456789

To check your application's status, just tap that URL and enter the email address you used in your credit card application. Then follow the steps on the screen to verify yourself and you'll be able to check on your credit card application status.

Why didn't I receive a text message after submitting my online credit card application?

If you did not receive an text message after submitting your full application, you might have entered an incorrect mobile number. Please call our contact centre for assistance.

Why do I have multiple online credit card applications when I check on my application status?

If you started any new applications with the same name, email address, contact number and identification number, they will be considered duplicated applications. But if you see if you see an application that does not belong to you, please contact us immediately.

When can I check my credit card application status?

You can check your credit card application status one day after you have submitted your application. You can view your application for 90 days from the date of your submission.

Can I request to postpone the reduction of my credit card/-i credit limit?

No, this is not allowed. Your credit card/-i credit limit is subject to our credit risk assessment. However, we will give you at least three (3) banking days' prior notice of any change.

This is mentioned under the HSBC Credit Card Cardholder Agreement and the HSBC Amanah Credit Card-i Cardholder Agreement.

I have been paying my credit card/-i on time recently. Why is my overall credit performance not satisfactory?

Your overall credit performance is based on records over a longer period of time and across all products you may have with us.

What can I do to avoid having my credit card/-i's credit limit reduced in the future?

Make sure you always make at least the minimum payment to your credit card/-i and any other HSBC / HSBC Amanah facilities before the due date. Having a history of consistent repayment/payment will help in your credit performance.

Can I object to the bank's decision to reduce my credit card/-i credit limit?

Your credit card/-i credit limit is subject to our credit risk assessment. However, we will give you at least three (3) banking days' prior notice of any change.

This is mentioned under the HSBC Credit Card Cardholder Agreement and the HSBC Amanah Credit Card-i Cardholder Agreement.

Can I appeal to the bank's decision to reduce my credit card/-i credit limit?

Sorry, we do not accept any appeal request. However, you may apply for a credit limit increase after 6 months from the date your credit card/-i's credit limit is reduced by submitting your latest income documents via branch or contact our customer service.

How soon I can request a credit limit increase?

You may apply for a credit limit increase 6 months after the date your credit card/-i’s credit limit was reduced. To apply, you'll need to by submit your latest income documents at a branch or contact our customer service.

I'm currently having difficulties in paying my credit card/-i's monthly payment. Can you help me?

We currently offer multiple solutions to help you if you cannot meet your monthly payments. If you would like help, please call the customer service hotline on the back of your credit card/-i.

Additionally, you may seek the services of Agensi Kaunseling Dan Pengurusan Kredit (AKPK), an agency established by Bank Negara Malaysia to provide free services on money management, credit counselling, financial education and debt restructuring for individuals. AKPK can be reached at 1-800-88-2575 or www.akpk.org.my.

How can I check my CCRIS record?

Your CCRIS report consists of your payment records of all your banking facilities in Malaysia. You can access it online or you can request a hardcopy of your CCRIS report from Bank Negara Malaysia’s offices. For more information, go to http://creditbureau.bnm.gov.my.