Help | Confirming online card purchases - HSBC Channel Islands & Isle of Man

When you use your credit or debit card online, we may ask you to confirm the payment by entering a one-time passcode (OTP) sent via SMS. This makes it harder for fraudsters to make payments without your knowledge. We're updating this process in line with Payment Services Regulations.

What's changing?

From now on, you may be asked to confirm online card purchases more often. We've also introduced new ways to do this.

The options available for you to confirm your purchases are:

HSBC CI & IoM Mobile Banking app: Simply log on to our secure app using your Digital Secure Key and confirm your payment in just a few taps. If you don't already have it, you can discover our app
SMS: we'll send a code to your mobile phone for you to enter to verify and continue with your payment. Please ensure we have your correct mobile number - you can log on and update it via online banking. We'll also be introducing additional changes to supplement the use of one-time passcodes (OTP)
card reader: if you're unable to verify your payment using the app or SMS options, we've introduced a handheld card reader device used to generate codes to confirm purchases. See below for more information

Make sure you're ready by following these steps

1. Download and start using the app

Great news, you're almost set. To confirm your online card payments, you'll need a Digital Secure Key to log-on. To check if you have one, just open your app. If you see an option to enter a 'Digital Secure Key password', you're ready to go.

If you currently use a Physical Secure Key, switching is easy. Just enter your username on the app and then select 'Switch to Digital Secure Key' and follow the steps.

You can find all the information you need to get started and register for mobile and online banking.

You can use the HSBC CI & IoM Mobile Banking app with your log on details for online banking.

Simply download the app from the App Store or Google Play, accept the terms and conditions and select 'Log on'.

Please note, the HSBC CI & IoM Mobile Banking app is compatible with:

iPhones and iPads running iOS 12 or higher
Android devices with an operating system of 5.0 or higher

iPhone and iPad are trademarks of Apple Inc. App Store is a service mark of Apple Inc. Android is a trademark of Google LLC.

No problem, but you will need to ensure that we hold your up to date mobile phone number.

If you're unable to verify your payment using either the app or SMS options, please see the card reader section below.

2. Make sure we have your correct mobile number

To check and update your mobile number, log on to online banking and navigate to the My Banking header. Select 'Personal and address details' under the My Profile section where you can update your information.

Our teams are extremely busy at the moment, so please only call or visit a branch if you can't use online banking to check your details.

To find your nearest branch, see our branch locator.

To speak to us over the phone, call 03456 00 61 61.

We're here to help 07:00 to 21:00 every day.

If you'd rather not give us your mobile number, please download and use the app.

If you're unable to verify your payment using either the app or SMS options, please see the card reader section below.

Card reader

If you can't confirm your purchases using the app or SMS options, we've introduced a new card reader option.

A card reader is a small, handheld device that generates one-time codes to confirm online card purchases. To use it, you'll need to insert your debit or credit card into the device. We'll ask you to enter your card PIN followed by an authentication code, shown on your purchase screen.

The card reader will generate an 8-digit code for you to enter on the purchase screen to confirm the transaction.

If you require a card reader device please give us a call. In the meantime, should you be asked to confirm an online card purchase, and you can't use either the app or SMS methods, call us to discuss other options to complete your purchase.

Frequently asked questions

You won't be able to use the app to confirm your card payments. To use the app, simply log on and select 'Switch to Digital Secure Key' at the bottom of the screen. Then follow the steps.

The changes to online card payments are being introduced due to new Payment Services Regulations. This additional level of verification has been designed to help protect you from card fraud, and make it harder for fraudsters to make payments without your knowledge.

Due to a change in online payment rules, you now need to go through some extra security checks to help confirm that it's really you using your card. For us to carry out these checks, retailers need to process your payment using a system called 3D Secure.

If a retailer hasn't yet put the 3D Secure system in place, you may find your online payment is declined, even if there are no issues with your account or card. If this happens, we suggest you contact the online retailer directly and ask if there’s another way to pay.

During the payment process, a pop-up will ask you to confirm your payment on the HSBC CI&IoM Mobile Banking app using your card reader or a one-time passcode (OTP).

If you don't see this, and the payment is declined, it's probably because the retailer is not using 3D Secure. You should contact the retailer and ask if there's another way to pay.

We've introduced 2 different types of verification (2-factor authentication) to double check it's you making a payment. We're not really checking your email address - it's how you type it that matters. It's a system called 'behavioural biometrics' and it works because the way you type is unique to you.

Your behavioural biometrics can't be copied by other people, so this type of check helps make your online card payments more secure.

If you don't want to type your email address, it's easy to verify your payment in our app instead. Just download the HSBC Mobile Banking app from the App Store or Google Play Store and follow the on-screen instructions.

As part of new rules to make your online payments more secure, the option to receive your one-time passcode (OTP) by email is being removed. The code now needs to be sent to a mobile phone number.

Confirming online card purchases

What's changing?

Make sure you're ready by following these steps

1. Download and start using the app

Already use our mobile banking app?

Don't use mobile or online banking yet?

Use online banking but not mobile banking?

Don't want to use the mobile banking app?

2. Make sure we have your correct mobile number

Review your mobile number in online banking

Update your mobile number without online banking

Don't want to give us your mobile number?

Card reader

Frequently asked questions

I use a Physical Secure Key (PSK) to log on to the app. Will I be able to use the app to confirm my payment?

Why are you making these changes and how do they benefit me?

Why has my payment been declined?

How will I know if a retailer has set up 3D Secure?

Why do I need to input my email address as well as my one-time passcode (OTP)?

Why can't I receive my one-time passcode (OTP) by email?

Customer support