HSBC 3D Secure

As part of the increased security requirements for electronic card transactions, VISA and Mastercard have developed the VISA® SECURE™ / Mastercard® Identity Check ™ Service, which is supported by the protocol EMV®3-D Secure and offers an additional level of security when conducting electronic transactions by using your card for online purchases (e-commerce), thus minimizing the possibility of unauthorized use of the card. These services are used by you, the customers of HSBC who are holders of Visa and Mastercard debit and credit cards issued by HSBC when making online purchases using your card and consist of a necessary step for the completion of these transactions in the context of the obligation of the banks to apply Strong Customer Authentication in electronic transactions under the European Payment Services Directive (PSD2). Use of these services is possible only for online purchases in online stores/businesses that are certified in VISA® SECURE ™ and/or Mastercard® Identity Check ™ service (hereinafter "Businesses" or "Business").

Use of the VISA® SECURE ™ and/or Mastercard® Identity Check ™ Service protects you against unauthorized electronic transactions. For the completion of your transactions, strong customer authentication is required which is effected through the input of two elements falling under at least two of the following categories: 

• Knowledge - something that only the customer/user knows (such as the PIN)
• Possession - something that the customer/user possesses (such as a unique password generating device or a mobile phone receiving a one-time password)
• Inherence - an element related to the biological identity of the customer/user (such as fingerprint, voice, face, iris).

It is no longer enough to enter the card number, the expiration date and the three-digit security code of the card, but your strong authentication is required.

Specifically, every time you make online transactions in the associated VISA® SECURE™ / Mastercard® Identity Check™ online stores, you will need to enter the following two strong identification elements:

• A One Time Password (OTP) that will be sent to the mobile phone number that is registered in our system for your specific card
• Two digits from the PIN of this card which will be requested in random order according to the instructions displayed on the screen, per transaction.

This additional step ensures that only you, as the legitimate cardholder, have the right to complete the transaction, and that no transaction without your approval can be made in the associated VISA® SECURE™ / Mastercard® Identity Check™ online stores.

The VISA® SECURE™ / Mastercard® Identity Check™ Service provides enhanced security through the additional strong authentication process that is effected through the correct input of a one-time password that is sent via a message (SMS) to your mobile phone number and two of the four digits of the PIN of your card that is used for the transaction and which takes place when you make electronic transactions with your HSBC Credit or Debit card in online stores with the VISA® SECURE™ / Mastercard® Identity Check™ sign. This process ensures that only you, as the legitimate cardholder (Credit or Debit Card), can complete the online transaction. The process is simple:

1. Make your purchases at any online store with VISA® SECURE™ / Mastercard® Identity Check™ sign.
2. Enter your HSBC card details to pay for the goods/services.
3. You will receive an SMS with a One-Time Password (OTP) to the mobile phone number you have declared in our systems for your card.
4. Enter the OTP in the special screen.
5. At a different text box, just underneath, enter two of the four digits of the PIN of the card that will be used for the transaction. Each time two of the four digits of the PIN of the specific card shall be requested, at random order.
6. Your transaction will be processed.

The above process is fully protected and inaccessible from the online store.

No, there is no registration procedure required. However, in order to use the services, either for your existing or new cards, you must have declared to the bank your mobile phone number. 

The declared mobile phone number is the mobile phone number that you have declared to us and is associated with the specific card in the bank’s system. During the transaction, the last 3 digits of the declared mobile phone number will be displayed in the relevant screen along with the other elements of the transaction and the One-Time Password (OTP) will be sent to this mobile number.

If you wish to change/update your mobile phone number for the VISA® SECURE™ / Mastercard® Identity Check™ Service, you should visit one of our branches or call us at 801 11 72000 or at +30 210 696 2070 (if you are calling from a mobile or abroad) having in your possession the passwords of the Phone Banking Service from HSBC.

No, the VISA® SECURE™ / Mastercard® Identity Check™ Service is provided for free.

You do not need to install any special software to have the extra control available when you execute your online transactions.

If you do not receive a One-Time Password (OTP) during a transaction, you can request a new one. Please note that the One-Time Password (OTP) for each transaction is re-sent for up to two times per transaction.

After that, the 'New OTP Dispatch' option is deactivated. In case the time period for the use of the One-Time Password (OTP) has not expired and OTP re-dispatch is requested, a new One-Time Password (OTP) will be sent. 

No. The One-Time Password (OTP) can be used only once for the particular transaction for which it is sent. The One-Time Password (OTP) used to effect a transaction cannot be used to effect another one.

The One-Time Password (OTP) that you enter is not communicated to the online store. The password is checked by HSBC in order to verify that the transaction is executed by the legitimate cardholder.

If you do not enter correctly either the One-Time Password (OTP) or the two digits of your PIN as per the instructions provided in the relevant screen or both, you will be informed that at least one of the strong customer authentication elements is incorrect and you will be prompted to retry.

Please note that the time duration of a One-Time Password (OTP) is 5 minutes. In case the One-Time Password (OTP) is not used within this specific time limit, it shall be considered as incorrect element entry and you will have to request the dispatch of a new OTP in order to continue.

Yes, you can declare an international mobile phone number for receiving the One-Time password (OTP).

Yes, the VISA® SECURE™ / Mastercard® Identity Check™ Service is available for the add-on cards too. 

Your payments through the internet to businesses that participate are guaranteed by Verified by Visa / Mastercard SecureCode®. With the one-time password (OTP) for each transaction, you confirm that you are the legitimate cardholder in order for your transaction to be effected. This process is safe for you and invisible to the merchant.

You may contact the Phone Banking Service from HSBC at +30 210 6962070 between 09:00-16:00, Monday to Friday.

For help or support about suspicious transactions effected with your cards, please call +30 210 6244606, immediately from a landline, mobile phone or from abroad (available 24 hours a day, workdays and holidays).

HSBC renews every card that expires. Upon the renewal of your card, the Verified by Visa / Mastercard SecureCode® service is automatically updated with the details of the renewed card.

After the declaration of loss or theft according to the Bank's procedures and the terms and conditions of card issuance and use, your card is canceled and a new one is issued upon your request, which needs to be activated.

As each card has a different number, you'll need to activate your new debit or credit card.

Should you need any help, please call us at 801 11 72000 from a landline or +30 210 696 2070 from a mobile or abroad.