One-Time Password for secured transactions

  1. Why is there a need for a One-Time Password (OTP) to complete an online purchase?
    A OTP helps to protect against online fraud. It is a secure way to authenticate whether a customer who is making an online purchase is the rightful owner of the credit/debit card being used.
  2. Is a OTP required for all online purchases?
    No. OTP is required only for merchant websites that support the 3-D Secure (3DS) authentication protocols.
  3. How do I know if a online merchant is a 3DS enabled merchant?
    The merchant website will display the logo of 3DS card schemes such as VISA's Verified by VISA and MasterCard SecureCode.
  4. Do I need to enrol for 3DS with the Bank?
    You will need to have a valid mobile number registered with the Bank for this service.
  5. When do I key in the OTP and how do I receive the OTP from HSBC?
    When you make an online purchase using your credit/debit card via a 3DS enabled merchant, a pop-up message will appear on your screen asking you to enter the OTP. This OTP will be sent to your mobile phone via SMS.

    If there is a change in your mobile number or you have not registered your mobile phone with HSBC, please update your contact details with us by mailing back the completed form ("change of personal particulars and contact details") which can be downloaded here.
  6. Do I have to pay for this SMS transaction alert?
    This OTP service is provided to you free by HSBC for your banking convenience and enhanced security.
  7. If I do not have my mobile phone registered with the Bank, can I still make an online purchase?
    You will be able to purchase online from merchant websites that do not support 3DS. For 3DS enabled websites, you will not be able to complete a transaction without an OTP.

    If there is a change in your mobile number or you have not registered your mobile phone with HSBC, please update your contact details with us by mailing back the completed form ("change of personal particulars and contact details") which can be downloaded here.
  8. Can I opt out of the OTP service for online purchases?
    A OTP is required for all online purchases made through all 3DS enabled merchants as per MAS regulations. You may still make online purchases from online merchants that do not support 3DS.
  9. What happens if I get blocked from the OTP site?
    You may call our 24hour Customer Service Hotline at 1800 HSBC NOW (4722 669) or +65 6472 2669 (Overseas) to request for a reset of the blocked status. Please note that any uplifting of blocked status is subject to the Bank’s verification of your identity.
  10. Can the Bank resend the OTP to me due to non-receipt?
    No, It may be delayed due to circumstances beyond the Bank's control as it is telco-dependent. Please also ensure that your mobile number is updated in the Bank's records in order to receive your OTP from the Bank.

Terms and conditions

  • "You or Your" means or refers to the primary cardholder and, when the context so requires, each supplementary cardholder.
  • "We, us, our or HSBC" means The Hongkong and Shanghai Banking Corporation Limited.
  • "3DS" refers to Three Domain Secure, which is the payment industry internet authentication standard that has been developed by the major card schemes.
  • Merchant" means any person or company who owns or manages or operates the merchant establishment through a physical establishment and/or a website.
  • "One-Time Password" means any password(s) or other means of authentication as we may specify from time to time, which will facilitate your making credit/ debit card payments through the internet in a secured manner.
  • "SMS" refers to short message service which allows you to receive text messages sent through a mobile service network.
  1. By using this One-Time Password (“OTP”) service (the “Service”), you will be deemed to have accepted and agreed to comply with these terms, which shall operate in addition to all other applicable terms, including our applicable data policies, the terms and conditions governing the use of your Card, the terms and conditions governing the use of our website (which include the Website Conditions of Use) and any security measures provided by us from time to time for online shopping or the Service.
  2. When engaging in an online transaction or other transactions for which the Service is applicable, you are required to enter an OTP sent to you via SMS before the Merchant accepts your Card to pay for the transactions. If you cannot provide the OTP or the authentication through the Service fails, the Merchant may not accept your Card to pay for the transactions concerned. We will not be liable for any Merchant's refusal to accept your Card for the said payment for any reason whatsoever.
  3. Cardholders will be responsible for the accuracy of his/her personal details provided by him/her to the Bank. Cardholders must inform the Bank immediately of any change in his/her particulars.
  4. Cardholders will ensure that his/her mobile phone and number is able to receive text messaging both in Singapore and overseas. Cardholders will be responsible for any fee imposed by his/her respective mobile phone service provider.
  5. This service is subject to the Terms and Conditions of the Cardholder’s agreement with his/her mobile phone service provider.
  6. Cardholders acknowledge and agree that the sending of any SMS alert by HSBC and/or its receipt by Cardholders may be delayed or prevented by factor(s) outside of HSBC’s control.
  7. HSBC will not be liable for any or all losses, damage, expenses, fees costs, (including legal costs on a full indemnity basis), that may arise, directly or indirectly, in whole or in part, from (a) the non-delivery, the delayed delivery, or the misdirected delivery of an Alert; (b) the non-receipt of an Alert; (c) inaccurate or incomplete content in an Alert; (d) reliance on or use of the information provided in an Alert for any purpose; or (e) any third party, whether authorised or not, obtaining Cardholder account information contained in the alert by accessing the Cardholder’s mobile phone.
  8. You are fully responsible and liable for all transactions made by using the OTP received by you.
  9. You must not allow any unauthorised access or any other person access to the Card and OTP used for accessing the Service.
  10. You are to keep the OTP secret at all times and must not disclose it to any person or write it down or record it in a manner that could result in its disclosure or misuse.
  11. If you discover that your Card details or the OTP may have been used in an unauthorised way, you must notify us as soon as reasonably practicable by calling our Customer Services Hotline at 1800 HSBC NOW (4722 669) or +65 6472 2669 (Overseas). In certain circumstances, we may also require you to make a police report accompanied by any other information we may require.
  12. You accept that you are responsible for the use of the Service and agree to act prudently and in good faith, including by taking the measures listed below to safeguard the security of the Service and the OTP. You must also follow our security recommendations (copies of which are provided on our website) and any other notices relating to the Service from time to time issued. If you fail to observe any such notices and/or your responsibilities under these terms, you are liable for all claims, losses, liabilities and other consequences arising from or in connection with the use of the Service.
  13. HSBC will be entitled to prescribe or amend these terms and conditions including methods for the use of the Service, as well as the channel for provision or use of the Service, as HSBC deems appropriate.
  14. HSBC will cease to provide the Service
    a. if these terms and conditions are not complied with;
    b. if the card account is closed;
    c. upon the death or contractual incapacity of the Cardholder;
    d. upon written request of the Cardholder;
    e. in the event of improper operation of the card account by the Cardholder; or
    f. at its own discretion.
  15. HSBC reserves the right to begin charging a fee for such a service by giving one month’s prior notice to the Cardholder.
  16. These terms and conditions are governed by the law of Singapore, and the parties agree to submit to the non-exclusive jurisdiction of the courts of Singapore.

© Copyright. The Hongkong and Shanghai Banking Corporation Limited 2012