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Credit Card Fraud in Hong Kong: 5 Steps to Take Right Now

Found a charge you don't recognise? Don't panic. The sooner you tell your bank, the better your chance of getting your money back. This guide explains what to do about credit card fraud in Hong Kong, how to dispute an unauthorised transaction, and lists every major bank's card hotline.

Just found an unknown charge?

Freeze your card and call your bank's 24-hour hotline now.

Jump to bank hotlines
Woman looking puzzled at an unknown charge on her phone, holding a credit card

What to Do If Your Credit Card Is Stolen or Misused: 5 Urgent Steps

  1. 1

    Freeze your cardDo first

    Most bank apps let you lock or suspend your card in seconds.

  2. 2

    Call your bank's 24-hour hotlineDo first

    Report the fraud, ask to cancel the card, and say you want to dispute the unauthorised transactions.

  3. 3

    Write down the time and reference number

    Note the date, time, staff name and call reference number. You'll need them later.

  4. 4

    Change your passwords

    Update passwords for online banking, email and shopping accounts, and turn on two-factor authentication.

  5. 5

    Report to the police if needed

    If fraud or a scam is involved, or your bank asks for a police report, file one and keep the reference number.

Three screens that show you what to do

Credit card

RightlyHK Demo

•••• •••• •••• 0000

Temporarily freeze card
Card frozen. New transactions will be declined

Unfreeze anytime if you find it

01

Freeze first, investigate later

Most bank apps let you freeze your card in one tap. New transactions are declined, and you can unfreeze it if you find the card, so there is no reason to wait.

Bank's 24-hour hotline

On call 03:12

Write down these 3 things

  • Date and time
  • Staff name
  • Reference number

02

On the call, write down three things

The date and time, the staff member's name and the reference number. You'll need them to follow up, write a complaint or escalate.

Recent transactions

  • ONLINE STORE XXHK$3,280
    TodayNot me
  • DIGITAL GOODS YYHK$1,560
    TodayNot me
  • SUPERMARKETHK$236
    Yesterday
Dispute 2 transactions

03

Flag every charge you don't recognise

Check your statement or app and list each transaction you didn't make, then dispute them with your bank.

Hong Kong Bank Credit Card Hotlines (Lost Card & Fraud)

Last verified: 2026-09-26

BankLocal hotline (24h)Calling from overseasFreeze via app?Official website
HSBC 滙豐
(852) 2233 3000
Visa: +1 410 581 9994 (US, collect call)Mastercard: +1 636 722 7111 (US, collect call)
✓ YesHSBC HK App: Cards → More → Report lost; temporary block also availableWebsite
Hang Seng 恒生
(852) 2836 0838
—✓ YesHang Seng Mobile App: Credit Cards → Manage → Report lost / temporary lockWebsite
Bank of China (Hong Kong) 中銀香港
(852) 2544 2222
—Check your bank appWebsite
Standard Chartered 渣打
(852) 2886 6016
—✓ YesSC Mobile App or online banking: deactivate card and request replacementWebsite
Citibank 花旗
(852) 2860 0333
—Check your bank appWebsite
DBS 星展
(852) 2832 6603
—✓ YesDBS Card+ app or DBS digibot: report lost and replaceWebsite
BEA 東亞
(852) 3608 6628
—✓ YesBEA App: report lost credit cardWebsite
ICBC (Asia) 工銀亞洲
(852) 2189 5588
—✓ YesMobile banking app: Credit Card → Report lost cardWebsite
Bank of Communications 交通銀行
(852) 2836 8828
+61 2 9251 3704 (collect call)+1 410 581 9994 (collect call)
Check your bank appReport lost via internet bankingWebsite
Dah Sing 大新
(852) 2828 8188
—Check your bank appWebsite
CCB (Asia) 建行亞洲
(852) 2779 5533 (press 9)
—Check your bank appWebsite
OCBC 華僑銀行
(852) 3199 9000
—✓ YesOCBC mobile app: report lost cardWebsite
American ExpressFor cards issued by American Express only. For bank-issued Amex cards, call your bank.
(852) 2811 6122
—✓ YesAmex HK App: Account → Replace a CardWebsite
AEON
(852) 2895 6262
—Check your bank appWebsite
ZA BankDebit card
(852) 3665 3665
—✓ YesZA Bank App: lock card in one tapWebsite
Mox
(852) 2888 8228
—✓ YesMox app home screen: Lock card, then report lostWebsite
WeLab BankDebit card
(852) 3898 6988
—✓ YesWeLab Bank App: Debit Card → Report lost / Freeze cardWebsite
liviCustomer service (livi does not currently offer credit cards)
(852) 2929 2998
—Check your bank appWebsite

Beware of fake bank hotlines. Only use numbers from this table, the back of your card or your bank's official website. Never call numbers from SMS, emails or search ads. Scammers often pose as bank hotlines.

Premier or priority banking customers: use the dedicated number on the back of your card, or contact your relationship manager. Overseas numbers are only listed where the bank's official website provides them; otherwise check the back of your card or the bank's website.

Spotted an error? Suggest a correction

Am I Liable for Unauthorised Credit Card Transactions?

Generally, if you didn't authorise a transaction and weren't fraudulent or grossly careless, banks usually won't hold you responsible for the loss. Hong Kong's Code of Banking Practice gives guidance on this.

Usually not liable

  • You didn't authorise the transaction
  • You weren't fraudulent
  • You weren't grossly careless

May affect your liability

  • Sharing your OTP or PIN with someone
  • Writing your PIN on or keeping it with your card
  • Delaying telling the bank after noticing a problem

Key point: report it as soon as possible. The exact terms depend on your cardholder agreement.

How to Dispute a Credit Card Charge and Request a Chargeback in Hong Kong

What is a chargeback?

A chargeback is when your bank reclaims money from the merchant through the card network, such as Visa or Mastercard.

  1. 1. Call and raise the dispute

    You can say:

    "I'd like to report credit card fraud. On [date] I found transactions I didn't make. Please cancel my card, open a chargeback for these charges, and give me a reference number."

  2. 2. List each transaction

    Date, merchant name and amount.

  3. 3. Submit the dispute form

    Your bank will usually ask you to fill in a form. Ask about the deadline and submit it early.

  4. 4. Prepare your documents

    • Statement or app screenshots
    • Call records and reference number
    • Police report number (if any)
    • Screenshots of suspicious SMS or emails

  5. 5. Follow up

    Keep all written records and check progress regularly.

What If the Bank Refuses or Doesn't Reply?

  1. 1

    File a written complaint with the bank

    Ask for the decision and reasons in writing. Use the template below.

  2. 2

    Complain to the HKMA

    If you believe the bank mishandled your case, you can complain to the Hong Kong Monetary Authority.

  3. 3

    Apply to the FDRC

    For money disputes, you can consider mediation through the Financial Dispute Resolution Centre. Check its website for eligibility.

Sample Complaint Letter to Your Bank

Copy it, then replace the [ ] parts with your details.

To [Bank Name] Customer Service,

I am [Name], cardholder of the card ending [XXXX]. On [date and time] I reported credit card fraud via your hotline (reference: [number]). I did not authorise these transactions:
[Date] [Merchant] [Amount]

I have not shared my card details, PIN or OTP with anyone. Please investigate, raise a chargeback and refund the amounts. I would appreciate a written reply by [date].

Attachments: [documents]
[Name] [Phone] [Date]

Common Credit Card Scams in Hong Kong and How to Avoid Them

A lot of card fraud starts with a message that looks perfectly normal. Watch for these three warning signs:

Messages

Today 09:41

[Delivery notice] Your parcel could not be delivered due to an incomplete address. Update your details within 24 hours and pay a HK$12 fee here: http://parcel-hk-update.example/pay
  1. 1Unknown link, not an official site
  2. 2Creates urgency: "within 24 hours"
  3. 3Asks you to pay or enter card details
  4. Illustration

Fake delivery SMS

Claims your parcel is stuck and asks for a small fee.

Don't tap the link; check the courier's official app.

Phishing websites

Fake bank or shopping sites that steal card details and OTPs.

Type URLs yourself and never share an OTP.

Fake online shops

Unrealistically cheap deals to get you to pay.

Check reviews and avoid entering card details on unfamiliar sites.

Fake bank hotlines

Scammers place fake numbers in ads or SMS.

Only use the number on your card or the bank's website. Real bank staff won't ask for your OTP.

FAQ

What should I do if my credit card is used without permission?

Freeze your card in the app, call your bank's 24-hour hotline to cancel it and dispute the charges, note the reference number, and report to police if needed.

How do I find the right bank hotline?

Check the back of your card, the bank's official website or the table on this page. Never use numbers from SMS or ads.

Can I get a refund for credit card fraud?

If you didn't authorise it and weren't grossly careless, your bank will usually investigate and may refund you through a chargeback. Report it early.

What is a credit card chargeback?

It's the process where your bank reclaims disputed money from the merchant through the card network. It starts when you dispute the charge.

I shared my OTP. Can I still claim?

Still report and dispute it immediately, but sharing an OTP may affect your liability. Report to the police as well.

What if my bank refuses a refund?

Ask the bank to explain its decision in writing, then consider complaining to the HKMA or applying to the FDRC.

Woman at home holding a coffee, calmly checking her phone

This page is general information, not legal advice. RightlyHK is not affiliated with any bank listed.