​A: 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.

​A: 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.

​A: There is no charge for this service.

​A: 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.

​A: 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.

​A: Contact HBL Phone Banking immediately and report the same.

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

​A: 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.

​A: 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.

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

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

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

​A: 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.

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

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

​A: If you did not receive your OTP, you may click the “Resend OTP” button on the authentication screen to request a resend.

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

​A: 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.

​A: Please contact HBL Phone Banking immediately to block your card.

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

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

​A:For all transaction(s) outside Pakistan conducted in any currency, the conversion from transaction currency amount to US Dollar amount is billed by Visa/Mastercard/ Union Pay International at the prevalent Visa/Mastercard / Union Pay exchange rate. The conversion from the US Dollar amount to the Pakistani Rupee amount is processed by the Pakistan Card Centre. The conversion rate* charged is the rate at which HBL procures US Dollars to settle the transaction. HBL also charges foreign transaction charges, as per Schedule of Bank Charges. *Conversion rate will be set in compliance with SBP guidelines which may include, but is not limited to the open market or the interbank currency conversion rate, as applicable.

​A: 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.

​A: 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.

​A: 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.

​A: 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.

​A: 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.hblprodv1.symmetrydigital-labs.com

​A: 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.

​A: 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.

​A: 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

​A: 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.

​A: 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.

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

​A: 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.

​A: You may utilize up to your Daily Purchase Limit assigned to your Debit Card for contactless transactions. There may be certain contactless transaction limits set at POS machines which may vary from Acquirer to Acquirer.

​A: 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.

​A: 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.

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

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

​A: 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

A: The UPOP securePay service is available on all HBL UnionPay DebitCards.

A: “NO FEE” will be charged for the UPOP SecurePay service provided by HBL.

A: Registration is not required for UPOP. All HBL UnionPayDebitCards customers with a mobile number and/or email address registered with HBL can avail this facility.

A: No, with UPOP you will be able to conduct internet-based transactions without calling HBL PhoneBanking for session-based e-commerce activation.

A: An OTP will be valid for 10 minutes, after which the transaction needs to be reinitiated.

A: You will only receive an OTP for internet-based transactions on UPOP securePay enabled websites. For non-UPOP (Unauthenticated) enabled websites, you will not go through the OTP authentication process.

A: If you do not receive your OTP, you may click the “Resend OTP” button on the authentication screen to request a resend.

A: You have three attempts to enter the correct OTP. After three incorrect attempts, your transaction will be cancelled, and you will need to reinitiate the transaction with a new OTP.

A: Please call HBL PhoneBanking at 111-111-425 immediately to block your HBL UnionPay DebitCard

A: Yes, you will receive an OTP via SMS. However, you may incur roaming charges (if any) from your mobile service provider

A: Any compatible browser such as Internet Explorer, Microsoft Edge, Apple Safari, Google Chrome, Opera and Mozilla Firefox. Please ensure that you have enabled pop-up windows in your browser in order to complete your payment with UPOP authentication or Non authentication.

A: Look for UnionPay logo when shopping online to ensure your account information is protected. These include a lock symbol usually found on the right or left side of your browser’s address bar and a web address that begins with “https”. Always sign out from any website after you make a purchase. If you cannot sign out, close the browser window and clear your browser’s cache and history to prevent unauthorised access to your account information

A: UnionPay logo will be displayed if you are performing an internet-based transaction on a UPOP SecurePay enabled website

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

A: Please call HBL PhoneBanking at 111-111-425 immediately and report the same

A: For all transaction(s) outside Pakistan conducted in any currency, the conversion from transaction currency amount to US Dollar amount is billed by Visa/Mastercard/ Union Pay International at the prevalent Visa/Mastercard / Union Pay exchange rate. The conversion from the US Dollar amount to the Pakistani Rupee amount is processed by the Pakistan Card Centre. The conversion rate* charged is the rate at which HBL procures US Dollars to settle the transaction. HBL also charges foreign transaction charges, as per Schedule of Bank Charges.

*Conversion rate will be set in compliance SBP guidelines which may include, but is not limited to the open market or the interbank currency conversion rate, as applicable.

A: Please visit your parent branch or call HBL PhoneBanking at 111-111-425