HSBC debit card purchase rejected by HSBC

oxocubes

Hi guys, as title says, any ideas as to why this happens, the message I get from HSBC says there's a problem with my contact details, but as far I'm concerned they are all correct; I'm at a loss

piker57

What was the purchase/use of the debit card? 

Were you required to conduct 2 factor authentication & if so did that work? 

Have you logged into your HSBC account to make sure they’ve got your correct mobile number & email address, as both have to be correct if you’re sent an OTP.

Our main account is with HSBC and when I use my debit card online I always have to approve the purchase in the App, which takes seconds

pridehappy

I've had very similar problems with Lloyds, Halifax, Tesco Bank and first direct recently, I think it must be a banking problem affecting most banks at the moment. As far as resolution goes, neither of the banks could properly figure out why it was declining as I believe a lot of the data is held with MasterCard/Visa which isn't the most cooperative of companies.

I'd recommend checking with them if your details are correct and trying to order a new debit card. If that still doesn't work, try using Apple Pay/Google Pay or a digital alternative. If HSBC can't sort out the issue and none of the alternatives work, the only real resolution is to switch banks completely or use a different card with a different account and bank for purchases. I'd personally recommend Virgin Money and Nationwide, they seem to have been the most reliant so far.

oxocubes

Tried again today, still the same, all my details are correct, except no mobile number because its mostly switched off. I have now made the payment to NS&I direct from my a/c. At first HSBC rejected it because I had not typed in 00 for no pence, a useful message would have been "you have to enter the pence amount even if it is zero" instead it told me it looked like a fraudulent transaction and cancelled it. 

born_again

Sometimes with card payments it can be the format of the address. Especially where flats are involved.

General_Grant

oxocubes said:

Tried again today, still the same, all my details are correct, except no mobile number because its mostly switched off. I have now made the payment to NS&I direct from my a/c. At first HSBC rejected it because I had not typed in 00 for no pence, a useful message would have been "you have to enter the pence amount even if it is zero" instead it told me it looked like a fraudulent transaction and cancelled it. 

Why not record your mobile number and switch it on when you need to access a code?

k_man

General_Grant said:

oxocubes said:

Tried again today, still the same, all my details are correct, except no mobile number because its mostly switched off. I have now made the payment to NS&I direct from my a/c. At first HSBC rejected it because I had not typed in 00 for no pence, a useful message would have been "you have to enter the pence amount even if it is zero" instead it told me it looked like a fraudulent transaction and cancelled it. 

Why not record your mobile number and switch it on when you need to access a code?

As above, if you don't have a mobile registered, how do you complete the SCA step on other online debit card purchases?

SCA has been a requirememt for online debit card purchases for a while now, albeit isn't applied to every transaction, so if there no mobile number registered it isn't a surprise it may fail.

oxocubes

They have my landline number

wmb194

oxocubes said:

... except no mobile number because its mostly switched off.

Add the number and turn it on when you want to make a payment.

k_man

oxocubes said:

They have my landline number

Does this get used for SCA?
(I have only ever used SMS based OTP or app based approval)

oxocubes

General_Grant said:

Why not record your mobile number and switch it on when you need to access a code?

Yes I could do that, but if they need to contact for some other reason they could be ringing the mobile number, and then make the excuse that I did not respond. That's why I have listed my email and landline number, because either will always work