Frequently Asked Question | Debit Card

Frequently asked questions about debit card/-i SMS transaction alerts
Merchant Surcharge Feedback Form

Frequently asked questions about debit card/-i SMS transaction alerts

When will I receive SMS transaction alerts?

By default, you will receive SMS transaction alerts when the following transactions have been made with your debit card/-i:

First-time cash withdrawal at an HSBC/HSBC Amanah ATM
All purchases, including Card-Present (CP), Card-Not-Present (CNP) secure and non-3D secured online transactions
Cash withdrawals at overseas ATMs (only applicable for Malaysia registered mobile number)

What am I receiving SMS transaction alerts?

Under Bank Negara Malaysia regulations, all financial institutions are required to send SMS transaction alerts to cardholders when the transactions described above occur. This is to protect you against fraud.

Therefore, it's important to keep your mobile number up to date so you can use this additional security benefit.

Can I set the minimum transaction amount at which I'll receive an SMS transaction alert, or opt out of receiving SMS transaction alerts? How and what should I be aware of?

Yes, you can change it so that you only receive SMS transaction alerts for transactions above a certain amount. And if you opt out of receiving SMS transaction alerts, your debit card/-i may be more susceptible to fraud as you may not be able to inform us about unauthorised transactions in time.

To change the transaction limit, opt-in or opt-out you can contact HSBC Call Centre at the following numbers:

HSBC / HSBC Amanah Premier customers
1300 88 9393 (from Malaysia)
+603 8321 5208 (from overseas)
Other HSBC customers
1300 88 1388 (from Malaysia)
+603 8321 5400 (from overseas)
Other HSBC Amanah customers
1300 80 2626 (from Malaysia)
+603 8321 5200 (from overseas)

Alternatively, you can visit us at any HSBC / HSBC Amanah branch in Malaysia. Find your nearest one using our branch finder click to learn more.

I've opted in to/out of receiving SMS transactions or adjusted my SMS transaction alert threshold limit. How soon will these changes take effect?

The changes will take effect immediately.

If I make an overseas transaction, will the SMS transaction alert show me the amount in local currency or in the foreign currency?

It will be shown in the foreign currency you used in your transaction.

Will I be charged for the SMS transaction alerts?

No. However, you might incur roaming charges if you receive the SMS transaction alerts overseas.

Will I receive SMS transaction alerts on a registered overseas mobile number?

Yes, you'll receive SMS transaction alerts for all purchases but not for cash withdrawals made at overseas ATMs which applicable for Malaysia registered mobile number only.

Are there other ways for me to receive transaction alerts?

Yes, you can opt to receive transaction alerts by email instead. However, please note that unlike SMS alerts, email alerts may not be in real time.

If you'd like to go ahead anyway, please call the HSBC Call Centre or visit any HSBC / HSBC Amanah branch in Malaysia

Can I opt in for both SMS and email transaction alerts?

Yes you can. To do so, visit any HSBC / HSBC Amanah branch in Malaysia or contact HSBC Call Centre.

I have more than one debit card/-i. Can I have different transaction alert settings for each card/-i?

Yes, you can. The transaction threshold limit you set will apply to both SMS and email alerts you receive for a card/-i.

As an example, if you hold multiple cards, you could set the following:

For card/-i A:
Opt in to SMS alerts for purchases and overseas ATM cash withdrawals above RM100
Opt in to email alerts for overseas ATM cash withdrawals above RM100 only
For card/-i B:
Opt in to SMS alerts for overseas ATM cash withdrawals above RM500 only
Opt in to email alerts for purchases and overseas ATM cash withdrawals above RM500
For card/-i C:
Opt in to SMS alerts for purchases and overseas ATM cash withdrawals above RM200
Follow the default setting of not receiving any email alerts

I've replaced/renewed my debit card/-i. Will I still receive transaction alerts?

Yes, you'll still receive them as long as the mobile number / email address you registered in our records are up to date.

What details will be shown in my SMS / email transaction alerts?

You'll see the transaction amount, location, date, time and the last 4 digits of the debit card/-i used. Transactions made in a foreign currency will be shown in that particular currency.

Can I choose which types of transactions I'll be notified about?

Yes, you can choose to receive transaction alerts for either:

All purchases (including Card Present (CP) and Card-Not-Present (CNP) secure and non-3D secured online transactions)
Cash withdrawals at overseas ATMs (applicable for Malaysia registered mobile number only).

You can opt in or out by calling HSBC Call Centre or visiting any HSBC / HSBC Amanah branch in Malaysia

Why is the amount stated in the transaction alert different from the actual recorded transaction?

That's because there's a pre-authorised amount for certain transactions - e.g. petrol, parking, hotel, hospital charges - as determined by the merchant. Any unused funds will be credited back to your account and indicated on your statement.

I received an alert for a transaction that I did not make. What should I do?

Please call us for help immediately for assistance on the phone number that's on the back of your debit card/-i.

Visit branch by appointment This link will open in a new window

Merchant Surcharge Feedback Form

What is the purpose of merchant surcharge feedback form?

There are some merchants who are imposing extra charges on goods or services if you pay with card. Such situation would deter consumers from using card payments.

Lodging a feedback form will facilitate the merchant acquirers to take the necessary action to ensure that the merchants cease imposing surcharges or minimum purchase amount on payment card transactions, or to offer another electronic payment mode without surcharges or minimum purchase amount.

What would be the next step after raising the merchant surcharge feedback form?

The submitted form will be shared to merchant acquirers for feedback purpose only. This does not guarantee you will receive a refund of any surcharge paid to the merchant.

Cardholders who do not wish to pay the surcharge or abide by the minimum purchase amount imposed by a merchant are advised to purchase goods and services from another merchant that does not impose a surcharge or minimum purchase amount.

For avoidance of doubt, your personal data will not be shared with any third party.

Where can I locate this merchant surcharge feedback form?

You may fill up the form here. Alternatively, you may also report errant merchants to BNM by visiting https://telelink.bnm.gov.my/ to access the online form.

For further information and enquiries, please contact BNM Telelink Contact Centre at 1300-88-5465 or email to bnmtelelink@bnm.gov.my

Debit card/-i FAQ

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