HBL CreditCard FAQs

Card Basics

Upon receiving your HBL CreditCard, simply call HBL PhoneBanking at 111-111-425 from your registered contact number or login to HBL Mobile to activate your card.

Q: Where can I use my HBL CreditCard?

You HBL Credit Card can be used in Pakistan and as well as globally for any transaction at any merchant outlet accepting VISA and/or Master Card Credit Cards.

Q: Can I use my CreditCard for purchases on the internet?

Yes, your HBL CreditCard can be used for purchases on the Internet.

Q: What should I do if my Credit Card or any of my Supplementary Cards is lost, stolen, misplaced or damaged?

In the event that the card(s) is lost, stolen or misplaced, please report it immediately to our HBL PhoneBanking on 111-111-425. After you have informed us, you will instantly be secured against any unauthorized transactions.

Q: Can I retain my Credit Card if I emigrate?

All HBL CreditCards are issued to Pakistan residents only. Therefore, under HBL Policy Guidelines, you have to surrender your cards to the bank if you are proceeding abroad on employment or on emigration.

Q: How can I apply for a Supplementary Card?

You can apply for a supplementary card application form, just by calling our 24-hour HBL PhoneBanking Centre at 111-111-425, or by visiting any of your local HBL branches, where you could get the relevant information from our branch representative, who will assist you in filling the application form.

Q: How many supplementary cardmembers can I have?

You may enroll up to 6 supplementary cardholders. You and your supplementary cardholders share a single credit limit

Credit Limit

Q: How do I know my credit limit?

Your credit limit is displayed on the Welcome Letter you receive with your card. Besides this, your statement also holds details like total limit, current balance (outstanding) and available balance

Q: How much cash can I withdraw on my HBL CreditCard?

A: You can withdraw cash up to 50% of your credit limit on your Green Card and 75% of your credit limit on your Gold Card & Platinum Card. For example, if your credit limit is Rs. 300,000/- and your withdrawal limit is 75% then your cash withdrawal limit will be Rs 225,000/-

Revolving Credit

Q: Are there any interest charges?

If you send a payment for the Total Amount Due before the “Payment Due Date”, no interest charges would be applicable. Thus you can enjoy interest – free credit from the date of purchase to the date on which the payment is due. That can be as high as 51 days. However, for certain transactions like cash withdrawals and balance transfers, interest charges would be applied from the date of transaction till the date of payment.

If you send a payment for the “Minimum Amount Due” or pay any part amount less than the “Total Amount Due”, interest charges are applied on the outstanding amount from transaction date and on any new transactions that you make subsequently till the statement generation date.

If there are some unpaid “Minimum Amounts Due” of previous statements, then these will also be added on the “Minimum Amount Due” of your current statement.

If you have for some reason exceeded your credit limit then the amount by which you have exceeded the credit limit will also be added to the “Minimum Amount Due”.

Q: When do I start paying interest on new purchases if I am already revolving credit?

If you are revolving your credit, new purchases attract interest from their date of purchase

Q: When will the interest charge stop?

If all outstanding charges are paid at any point of time, the interest charges will cease to apply immediately

Q: What is the HBL Balance Transfer Facility?

The HBL Balance Transfer Facility allows you to transfer your outstanding balance from your other bank Credit Cards to your HBL CreditCard at interest rates as low as 2% per month.
To know more about the HBL Balance Transfer Facility and/or to apply for one, call our 24-hour HBL PhoneBanking at 111-111-425

Q: What is the Revolving Credit Facility?

When you receive your bill, you have the flexibility of selecting any of the following payment options

Pay the total amount due.
Pay only the minimum amount due and the balance can be carried forward to subsequent statements.
Pay any amount ranging from the minimum amount due to the total amount due.

Should you opt for the last two payment options, then the amount due is carried forward to the next billing period. This is referred to as the Revolving Credit Facility.

Settling the Bill

Q: How do I know how much I have to pay?

Your monthly credit card statement will indicate the minimum payment as the payment due date. You could also get the same information through our 24-hour HBL PhoneBanking Service by dialing 111-111-425

Q: When will I receive my Credit Card Statement?

Your Credit Card Statement is generated every month on the date indicated as the Statement Date. If you do not receive it within 10 days from said date, kindly contact HBL PhoneBanking and we will advise you of the amount payable and arrange to send a copy so you can avoid late charges

Q: What is the credit period?

Card	Payment due	Maximum interest free period available
Platinum	21 Days	51 Days
Gold	21 Days	51 Days
Green	21 Days	51 Days

*This is applicable provided the Total Payment due shown in the previous statement is settled in full.

Q: What if I have a discrepancy or error on my monthly statement?

If you notice any discrepancy in your monthly statement, report the matter to our 24-hour HBL PhoneBanking on 111-111-425, within 14 days of receipt of your statement. In order to check statement entries, retain all your sales slips and printed receipts. This will help you keep a record of all your transactions

Q: How do I pay my Credit Card bill?

Drop cheques at the drop box facility at specified HBL branches and ATM centres.
Cash payments are accepted only at all HBL branches during banking hours.
HBL Account Holders can avail the convenience of the Direct Debit facility

Q: What is the Direct Debit facility?

Direct Debit facility allows HBL Account Holders to give standing instructions to pay their credit card bills (either minimum amount or total amount due) directly through their bank account. Simply give written or telephonic instructions to HBL to directly debit the payment from your account every month on call our 24-hour HBL PhoneBanking Service at 111-111-425

Q: What happens if my cheque gets delayed in the mail beyond the payment due date?

If your payment is not received by the payment due date, a late fee is applicable on the outstanding amount

Q: How can I make payments if I am abroad?

If you are living outside Pakistan, we recommend that you make payments through HBL Internet Banking. You may also take advantage of the Direct Debit Facility, which would be a safer and faster way of making payments towards your credit card

Fee & Charges

Q: Will I be charged a fee for cash withdrawal/cash advance?

For cash withdrawals through ATMs or over the counter transactions, a nominal fee will be charged as per the Schedule of Charges

Q: Do I have to pay a fee to participate in the Rewards Program?

No, there is no fee. Upon activating your HBL Credit Card, you are automatically enrolled in our Rewards Program

Miscellaneous

Q: How should I handle an address change?

You can simply inform us of your new mailing address by calling HBL PhoneBanking at 111-111-425 and updating your profile or by sending a written request at the following address:
Customer Services Department
3rd Floor, HBL Plaza,
I.I. Chundrigar Road, Karachi.

Q: Are utility payments considered a cash transaction or a retail transaction?

They are considered a retail transaction and customers may earn Reward Points by conducting such transactions.

Q: What if I don’t want my card, or wish to cancel it?

If for any reason, you do not wish to continue using your HBL Credit Card, please cut the card into half, and send both halves to the following address
Customer Services Department
3rdFloor, HBL Plaza,
I.I. Chundrigar Road, Karachi.
You can also call HBL PhoneBanking and place your request for card cancelation.

Q: What should I do if I have problems with my HBL CreditCard account?

If at any time you face a problem regarding your credit card account, call our 24-hour HBL PhoneBankingat 111-111-425 or you can email your enquiries on our online helpline at customer.complaints@hbl.com

Q: How can I get a credit limit increase?

You can call HBL PhoneBanking at 111-111-425 and place request for a credit limit increase.

Q: How do I decrease my credit limit?

You can request a decrease on your Credit Limit over the phone. The credit limit cannot be any lower than the minimum limit of the product.

Q: What are the phone numbers in case of an emergency?

In an emergency, contact HBL PhoneBanking immediately on 111-111-425 if in Pakistan or if overseas call HBL PhoneBanking on +9221-111-111-425.

Q: Can I use my Reward points to pay my credit card annual fee?

Yes you can use your points to pay your annual fee. Once your annual fee appears on your credit card statement you can redeem your points for the annual fee and we will credit your card with the relevant amount. You can even pay your supplementary cards' fee using this method.

Q: Do my Reward points expire?

No. Your Reward points do not expire as long as your account is operated in accordance with the Terms and Conditions.

Q: How do I redeem points for rewards?

You are able to redeem your rewards by calling HBL PhoneBanking on 111-111-425. Make sure your delivery address and phone numbers are up to date in our system so that we can ensure your rewards arrive as soon as possible. It can take up to 3-4 weeks for delivery of some merchandise items.

3D Secure

Q: What is 3D Secure?

3D Secure is a security feature for internet-based credit card transactions. It protects you from unauthorised internet-based transactions as you will be required to provide a one-time password (OTP), that is sent to your registered mobile number or email address or both, when you make any transactions on 3D Secure enabled websites.

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

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

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

There is no charge for this service.

Q: Which browser do I need to use for 3D Secure?

Any compatible browser such as Internet Explorer, Microsoft Edge, Apple Safari, Google Chrome, Opera and 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 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 of any website after you make a purchase. If you can’t sign-out, close the browser window and clear your browser’s cache and history to prevent unauthorized access to your account information.

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

Please call HBL Phone Banking at +9221-111-111-425 immediately and report the same.

Q: How do I register for 3D Secure?

Registration is not required for 3D Secure. All HBL Credit Cardholders with an email and/or mobile number registered with HBL can avail this facility. However, basic HBL Credit Cardholder needs to be enrolled for either of the following services, in order to conduct a 3D Secure enabled internet-based transaction:

E-Statement

SMS Alert

Q: How does 3D secure work?

You can shop at any website that has the MasterCard® SecureCode™ and/or Verified by VISA symbol.
Simply follow the below mentioned process for conducting a 3D Secure enabled internet-based transaction:
1. Select the goods or services you want to purchase from the website and proceed to the payment page.
2. Enter your HBL CreditCard details and the online store will send the information to HBL for verification.
3. After verification, you will be routed to the 3D Secure webpage where you will be asked to select either of the options (SMS or Email or both) related to receiving OTP.
4. Upon selecting the desired option, you will shortly receive the OTP.
5. You will then be routed to the next screen where you will be prompted to enter the OTP and press “Submit”.
6. You will be asked to select the check-box for ‘Agree to Terms and Conditions” prior to your transaction being processed.
7. Upon submission, your transaction will be processed.

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

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

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

If you have subscribed for SMS alerts, you will be notified via SMS, once the transaction is processed

Q: Will I receive OTP for all my internet-based transactions?

No, you will only receive OTP for the internet-based transactions with 3D Secure enabled merchants.

Q: How can I differentiate normal internet-based transactions from those made at a 3D Secure enabled merchant?

MasterCard® SecureCode™ & Verified by Visa (VBV) logos will be displayed when you are performing an internet-based transaction with a 3D Secure enabled merchant.

Q: Can I provide a temporary mobile number if my HBL registered mobile phone number is not available?

OTP via SMS will only be sent to your mobile phone number registered with HBL. Alternatively, you can opt to receive the OTP on your email address registered with HBL.

Q: Will my supplementary cardholder receive OTP on his/her mobile phone number for internet-based transactions made using his/her Credit Card?

Yes, your supplementary cardholder will receive OTP on his/her mobile number/email address registered with HBL.

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

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

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

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

Q: How long is an OTP valid for?

OTP will be valid for 10 mins only, upon expiry of which, you will need to request for a new OTP.

Q: What happens if I have entered an invalid OTP?

You can only try entering your OTP 3 times. Your internet-based transaction will be rejected after 3 incorrect attempts, after which, you will need to re-initiate your transaction with a new OTP.

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

Please call HBL PhoneBanking at +9221-111-111-425 immediately to block your CreditCard

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

You can call HBL PhoneBanking (from your HBL registered number) to update your email address and mobile number or visit your parent branch.

Q: How can I enroll for SMS Alerts or E-Statement facility on HBL CreditCard?

Basic Credit Cardholders can request to enroll for SMS Alerts and/or E-Statement facility at any time, by simply calling HBL PhoneBanking on +9221-111-111-425, from his/her registered phone number with HBL.

Q: What are the phone numbers in case of an emergency?

In an emergency, contact HBL PhoneBanking immediately on +9221-111-111-425.

Chip & PIN

Q: Why am I being issued a Chip & PIN credit card?

In order to ensure the security of our cardholder’s financial information and to prevent fraud, all HBL Cardholders will be gradually updated to a Chip & PIN card.

Q: What is Chip & PIN credit card?

A chip is a small microchip embedded in your credit card. It is encrypted so transactions are more secure on the card. The Chip & PIN card is a superior level of security on your card, in line with the best global practice of security of transactions. A PIN is encrypted on the chip which is only known to the card holder.

Q: How is the Chip & PIN card more secure?

Chip & PIN Card processes your data with unparalleled security and it is virtually impossible to copy or tamper with. It also protects your card against counterfeiting and skimming.

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

Your HBL CreditCard will provide additional security to your transactions via the PIN use. The PIN should be known only to you and you need to enter the PIN at a POS terminal and authenticate the transaction.

Q: How will the Chip & PIN credit card work?

Step 1: The merchant inserts your card at a PIN enabled POS machine and enters the transaction amount
Step 2: The POS machine will prompt for a PIN to be entered by you
Step 3: On entering the correct PIN the transaction is confirmed and completed

Q: Can I decide not to take this Chip & PIN credit card?

Since this card ensures security of the financial information of the cardholder and prevents fraudulent transactions, this card will gradually be rolled out to all cardholders. The option to opt out of this service is not available.

Q: When I dip the card in the POS machine, why am I being asked for PIN?

In order to provide an additional level of security, your HBL CreditCard is now equipped with a Chip & PIN facility wherein you would be requested to provide your PIN to authenticate your transaction. Please enter your HBL CreditCard ATM PIN when prompted for it.

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 HBL CreditCard PIN to complete the transaction.

Q: In one of the successful transactions, my card was dipped at a certain merchant location and the POS machine did not ask for a PIN. Was my transaction secure?

This is because the POS machine was not enabled to ask for a PIN. However, the transaction was secure since your card is a Chip & PIN card.

Q: Will I be asked for PIN if the merchant swipes the Chip & PIN card at the POS machine instead of dipping It?

Your PIN enabled HBL Creditard needs to be dipped and not swiped. If you swipe, the POS machine will prompt for it to be dipped. Request the merchant to DIP the card. If the POS machine is PIN enabled, you will have to enter the PIN to complete the transaction.

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

After three unsuccessful PIN entry attempts, your card will be temporarily blocked. To reset the PIN for your HBL CreditCard, please call HBL PhoneBanking on 021-111-111-425

Q: I did 3 unsuccessful PIN attempts at POS machine and transaction was declined. I remember my PIN now, can I try using the credit card at the POS machine or is it necessary for me to reset my PIN?

No, after 3 unsuccessful attempts, you will need to call HBL PhoneBanking on 021-111-111-425 and reset your PIN

Q: Will my HBL Creditcard reach me in de-activated status? If so how do I activate the card?

You have to activate your card and generate a PIN by calling HBL PhoneBanking at 021-111-111-425

Q: Will I receive the PIN along with the card?

You will have to call HBL PhoneBanking at 021-111-111-425 to activate your card and generate a PIN.

Q: Is it mandatory for me to enter the PIN at the POS machine? Can I use this card without entering the PIN?

No, you cannot. When the POS machine is prompting you for a PIN, you have to enter the PIN to complete the transaction. If the POS machine isn’t equipped to handle PIN transactions, you can alternatively swipe your card and sign the receipt instead.

Q: I have two supplementary cardholders. Will they also get Chip & PIN credit cards?

Yes, all HBL Credit Cardholders will be gradually upgraded to Chip & PIN credit cards.

Q: Will the PIN be different for the supplementary cardholders?

Yes, the basic cardholder will have to call HBL PhoneBanking to set a different PIN for the supplementary card(s)

Q: If the supplementary cardholder has forgotten or lost their PIN, can they use the PIN for the Primary card to complete the transaction?

No, they need to enter only their own PIN. The transaction will get declined if they use an incorrect PIN.

Q: How will this work for Online/Internet transactions? Will I be asked for 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: How long will my old card be active for?

Your HBL CreditCard will remain active until the valid through date mentioned on your card and will be updated to the Chip & PIN Card upon expiration.

Q: How do I reset my PIN?

You can request to reset your PIN by calling HBL PhoneBanking at 021-111-111-425.

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

There is no additional fee required to have Chip & PIN functionality on your HBL CreditCard.

Q: What happens if my PIN is not working?

If you try more than three times, your card will be temporarily blocked. Please call HBL PhoneBanking at 021-111-111-425 to reset your PIN.

Q: How do I get a new PIN for my card?

Please call HBL PhoneBanking at 021-111-111-425 to generate a PIN for your HBL CreditCard.

Contactless Payments

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: 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. You don’t have to give your card to the vendor as the POS will be turned over to you (in ideal scenarios)

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 credit 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: 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: Where can I use my contactless card?

You can use your contactless card wherever you see the contactless symbol [add symbol here].

Q: What happens if the terminal is not contactless enabled?

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

Q: Is the transaction limit valid globally?

No, the transaction limits globally are set based on the local market consumption pattern and varies by country. The limit depends on the location where the contactless transaction is initiated.

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.