HBL DebitCard FAQs

To activate your HBL DebitCard, please follow the steps mentioned below:

Step 1: Generate your 5 digit activation code by sending the following SMS to 4250 using your HBL registered mobile number:

DC(Last 4 digits of your Debit card)
Example: DC4321

Note:

This activation code will be valid for 3 days only.
In case your activation code expires, follow step 1 to re-generate your activation code.

Step 2: Visit any HBL ATM with your HBL DebitCard, CNIC number and 5 digit activation code.

Step 3: At the HBL ATM, follow the steps mentioned below:

Insert your HBL DebitCard into the ATM and select your preferred language (English or Urdu)
Enter the 5 digit activation code
Enter your date of birth (DD-MM-YYYY)
Enter your 13-digit CNIC number
Enter a 4-digit ATM PIN of your choice using the keypad
Re-enter the ATM PIN for validation

Once you have completed these steps, your HBL DebitCard will be activated.

Q: How do I change my ATM PIN?

To change your ATM PIN, visit any HBL ATM, enter your current PIN, select “More Options” and go to “Change PIN.”

Q: What should I do if my ATM PIN is not working?

Contact HBL PhoneBanking at 111-111-425 or visit an HBL Branch.

Q: What should I do in case my details change?

You can submit a written request or an Additional Request Form to your home branch mentioning clearly the change in your details.

Q: How can I use my card at a Point of Sale?

Present your HBL DebitCard to the merchant for your purchases. The merchant will insert your card on the electronic Point of Sale (POS) terminal When you receive the charge slip, check the amount, then proceed to sign it . Please note that for cardholders who are prompted for a PIN at the POS device ( PIN for both ATM / POS usage is same) there will be no sales slip to sign, but rather the cardholder will be required to enter his / her PIN on the POS terminal, after which a receipt shall be printed and handed over to the cardholder (which does not require a signature).Don’t forget to take your card & your transaction slip back from the merchant.

Q: Till when is the cash back facility available on HBL DebitCard?

HBL DebitCard cash back facility is available till July 9^th, 2016

Q: While traveling overseas do I need to activate my HBL DebitCard for International usage?

You are required to activate international usage on your HBL DebitCard before travelling. This can be done by calling HBL PhoneBanking through your registered phone number and place international usage activation request.

As per Federal Budget 2018-19, an advance tax of 1% for filers and 3% for non-filers is applicable from 1st July 2018 on all foreign transactions conducted on HBL DebitCard.

Q: Can my HBL DebitCard be used at shops/ATMs abroad?

HBL DebitCard is internationally accepted at retail outlets where MasterCard, Visa or UnionPay cards are accepted. It is also acceptable at all ATMs abroad that carry the MasterCard, Visa or Plus logos. You can view your account details and withdraw cash with the same ATM PIN that is used in your home country. Please note that you will need to activate international usage on your card by calling HBL PhoneBanking through your registered number with HBL.

As per Federal Budget 2018-19, an advance tax of 1% for filers and 3% for non-filers is applicable from 1st July 2018 on all foreign transactions conducted on HBL DebitCard.

Q: What services are offered at HBL ATMs?

HBL ATMs can be used for cash withdrawals, HBL DebitCard activation, balance inquiry, mini statement generation, utility bill payments, credit card payments, mobile bill payments, interbank and intrabank funds transfer.

Q: What should I do in the event of my card being lost or stolen?

You should immediately call HBL PhoneBanking at 111-111-425 or go to your nearest HBL branch where branch staff will assist you. Upon your request, your card will be blocked and you will be issued a replacement card.

Q: If I suspect that information on my HBL DebitCard has been compromised or has been used to make fraudulent purchases, what should I do?

Any fraudulent or disputed transaction on your HBL DebitCard should be reported to HBL PhoneBanking at 111-111-425. The bank will scrutinise the transaction and update you on the same.

Q: What should I do if I suspect my HBL DebitCard has been tampered with?

You need to immediately notify HBL PhoneBanking at 111-111-425.

Q: Are chip based debit cards safer to use than magnetic strip cards?

HBL DebitCard provides a higher level of security when used at a chip-reading terminal. The technology in the chip makes it difficult for the card to be copied or counterfeited.

Q: How can I link my additional account to my HBL DebitCard?

You can link your additional account with HBL DebitCard by calling HBL PhoneBanking at 111-111-425 or visit your HBL home branch and fill an Additional Request Form.

Q: How can I apply for card replacement?

You can apply for card replacement by visiting your home branch or calling HBL PhoneBanking at 111-111-425.

Q: What do I do if I want to lodge a complaint?

Call HBL PhoneBanking any time on 111-111-425 to lodge a complaint. You will be provided with a complaint number accordingly. The Bank shall ensure that complaints are responded to by mail or phone within 10 business days. Meanwhile, we assure you that your complaint will be resolved, no later than 45 business days.

In order to lodge a written complaint, write to us on the following address

Complaint Resolution Unit
HBL PhoneBanking
3rd Floor, HBL Plaza, Karachi.

3D Secure

Q: What is HBL 3-D Secure?

HBL 3-D Secure is a global authentication service offered by HBL to its cardholders. It provides the cardholder with a One Time Password (OTP) ensuring that only the real cardholder is able to complete an Internet-based transaction, improving online security.

Q: What is meant by One Time Password (OTP)?

One Time Password (OTP) is a 6 digit online verification code sent on your mobile number or email address or both, whichever selected to complete an internet purchase transaction.

Q: How much will I be charged for the service?

There is no charge for this service.

Q: What browser do I need to use for HBL 3-D Secure?

Any browser such as Internet Explorer, Google Chrome, Netscape, Mozilla Firefox.

Please ensure that you have enabled the pop-up windows in your browser as you will be required to enter the OTP on a pop-up window on the payment page.

Q: How would I know if the site is safe to use?

Look for secure transaction symbols when shopping online to ensure your account information is protected. These include a lock in the lower right-hand corner of your browser window and a web address that begins with “https”.

Always log off from any site after you make a purchase. If you can’t log off, close the browser to prevent unauthorized access to your account information.

Q: If I suspect that my information on the card is compromised or used it to make fraudulent purchases, what should I do?

Contact HBL Phone Banking immediately and report the same.

Q: How do I register for HBL 3-D Secure?

All HBL DebitCard customers with an email and/or mobile number registered with HBL can use this facility.

Q: How does HBL 3-D secure work?

You can shop at any online store that has the MasterCard Secure/Verified by VISA symbol.

Simply follow the below mentioned process for conducting an internet based transaction with 3-D secure:

Select the goods or services you want to purchase from an online store and proceed to the payment page.
Enter your HBL Card details and the online store will send the information to HBL for verification.
After verification, you will be routed to the 3-D secure webpage where you will be asked to select either of the options (SMS Alert or Email or both) related to receiving OTP.
On selecting the desired option, you will shortly receive the OTP.
You will then be routed to the next screen where you will be prompted to enter the OTP and press Submit.
On submission, your transaction will be processed.

Q: Is OTP required for websites without 3-D Secure feature as well?

For websites that have not enabled the 3-D Secure feature, the cardholder will not be required to go through the OTP authentication process for their online transactions.

Q: Once the transaction is processed, will I be notified of the same?

You will be notified by SMS if your transaction is successful.

Q: Will I receive OTP for all my online purchases?

No, you will only receive OTP for online purchases from any participating 3-D Secure merchants.

Q: How do I differentiate the normal online purchase(s) from the online purchases made at participating 3-D secure merchant?

MasterCard SecureCode & Verified by Visa (VBV) logos will be displayed when you are performing online transactions.

Q: If I have lost my mobile phone, can I provide a temporary phone number while waiting for my new phone number?

No, OTP will only be sent to the mobile phone number registered with HBL. Alternatively, you can opt to receive OTP on your email address registered with HBL

However, please ensure your mobile phone is with you when you make an online purchase and that your mobile phone number and email address registered with HBL is updated at all times.

Q: Will my supplementary card holder receive OTP on his/her mobile phone number for online transactions made using his/her card?

OTP (One time Password) for supplementary card will be sent on primary cardholder’s mobile number/email address registered with HBL.

Q: If my mobile phone is on roaming while I am abroad, will I receive OTP for online transactions made then?

Yes, customers will receive OTP via SMS. However, roaming charges (if any) will be borne by HBL customers.

Q: What should I do if I did not receive my OTP?

If you did not receive your OTP, you may click the "Resend OTP" button on the authentication screen to request a resend.

Q: How long is this OTP valid for?

OTP will only be valid for a particular transaction for 10 minutes.

Q: What happens if I have entered invalid OTP?

You can only try entering your OTP 3 times. Your online transaction will be rejected after 3 incorrect attempts. If your transaction is rejected, you will need to re-initiate your transaction with a have to be re-initiated with a new OTP code.

Q: What should I do if I receive OTP for a transaction not performed by me?

Please contact HBL Phone Banking immediately to block your card.

Q: How can I have my email address or mobile numbers changed or updated for OTP?

You are required to visit your visit your parent branch to update your mobile/email address by filling up an additional request form.

Q: How can I enroll for SMS alert or e-statement facility on HBL Card?

You can call our 24-hour Phone Banking at 111-111-425 to subscribe to the service or visit your branch.

Q: What are the charges for usage of Debit Cards for international transactions?

If the card is used internationally, a fee may be charged for debit card purchases on internet. Please refer to SOBC for more details.
The exchange rate used will be the UnionPay/VISA/MasterCard wholesale exchange rate prevailing at the time of the transaction.

Chip & PIN

Q: I already have a Chip card, how is this different from the Chip & PIN debit card?

Your HBL DebitCard will now provide enhanced financial security to your transactions via the 4-digit PIN which you define. This PIN should be known only to you and you need to enter this PIN at the POS machine to authenticate the transaction.

Q: Will I be asked for PIN at every POS machine, be it domestic or international?

if the POS machine is enabled for PIN authentication, you will need to enter your debit card PIN to complete the transaction. For POS machines without PIN authentication functionality, you will be required to sign the receipt to complete the transaction.

Q: What if I have forgotten my PIN or enter an incorrect PIN?

After three unsuccessful PIN entry attempts in the POS machine your card will be temporarily blocked. To reset the PIN for your HBL DebitCard, please call HBL PhoneBanking at 021-111-111-425.

Q: How will this work for Internet transactions? Will I be asked for a PIN?

No, for Internet based transactions there are no changes to the existing process. You will be redirected to the 3D Secure OTP generation page to complete your transactions for 3D Secure enabled merchants. For other merchants you will be required to input your card details to make the transaction.

Q: Do I have to pay a fee to get the Chip & PIN functionality?

For charges applicable on your debit card please refer to the Schedule of Bank Charges available at HBL Website or any HBL Branch

For further information, please contact HBL PhoneBanking at 111-111-425 or visit www.hbl.com

Contactless

Q: What is contactless technology?

Contactless technology is a fast and easy way to pay. Contactless cards have an embedded antenna in the plastic so that when it is used at a contactless reader it securely transmits purchase information to and from the contactless reader. All you have to do is hold your contactless card over the contactless reader to make the payment.

Q: Where can I make contactless payments?

You can make a contactless payment anywhere the contactless symbol is displayed at POS device. You can simply hold your contactless card over the contactless reader to make the payment at contactless enabled POS device which are enabled for NFC (Near field communication) payment.

Q: How does contactless technology benefit me?

It's faster and easier than other types of payment:

• You don't always have to carry cash or worry about looking for exact change when making small value everyday purchases

• You don't have to enter your PIN for payments under the defined threshold

• Queue time is decreased as contactless technology speeds up the time it takes to make a payment

• You are in control because your card never has to leave your hand when making a payment

Q: How close do I have to ‘hold’ the contactless card over the contactless reader to make the payment?

Typically, when you hold your card at the contactless reader (POS), the card needs to be in close proximity with the POS machine. Please note that if you have more than one contactless card in your wallet, you should remove the specific card you would like to use and hold against the POS rather than holding your wallet against the POS.

Q: Do I need to enter a PIN for a contactless transaction?

For amounts exceeding the defined threshold of the POS machine you will be required to input the PIN, however you still won’t have to hand over the card to the merchant.

Q: How do I know if my card comes with contactless technology?

If you see the contactless symbol (contactless symbol) on your card it means that your card comes with this payment technology.

Q: How safe it is to use my contactless debit card?

Contactless transactions are effected using secure Near-Field-Communication (NFC) technology and the strongest authentication protocols to validate each transaction. Contactless transactions are as safe as Chip & PIN transactions.

Q: What is maximum amount that I can make payment using my contactless Debit card?

For within Pakistan RKR. 3,000 per day - For outside Pakistan equivalent of RKR. 3,000 per day

Q: How many contactless transactions can I do in a day?

You can do 5 contactless transactions in a day, i.e. 5 transactions cumulative amount of PKR. 3,000 without entering the PIN. Once the threshold reached for 5-transaction, you will need to do a contact transaction and enter your PIN to complete the transaction.

Note: Your contactless transaction count will be refreshed in a day if you make the contact transaction with PIN.

Q: Can a contactless card get charged accidentally (i.e. when I get too close to a contactless terminal)?

No. Any transaction needs to be initiated by the cardholder and then the merchant, by keying in the transaction amount in the POS machine. Only then can the payment process begin between the POS machine and the card through the NFC (Near-Field-Communication). Moreover, the card needs to be in close proximity with the POS machine during this time.

Q: What happens if the terminal is not contactless enabled, does not display the contactless symbol?

Your card can still function as a regular card for Chip & PIN transaction.

Q: Are there any additional fees for paying with contactless technology?

There are no additional fees for using your contactless card. However, standard fees and charges do apply.

Q: Can I opt for the card without the contactless feature?

Contactless is the permanent feature of the card and cannot be disabled. However, you are free to use the card only to perform dip transactions which will require you to enter the PIN

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