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

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

A: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​

​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/-

​A: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.

​A: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.

​A:There is no charge for this service.

​A: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.

​A: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.

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

​A: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

​A: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.

A:​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.

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

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

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

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

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

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

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

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

A: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.

A:Please call HBL PhoneBanking at +9221-111-111-425 immediately to block your credit card

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

A: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.

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

HBL Pay uses your phone’s Near Field Communication (NFC) technology to securely exchange data between your phone and POS machines with contactless technology.

Currently, this service is only available for HBL CreditCards.

This service is only available on Android phones with Android 6.0+ and NFC capability.​

​No, HBL Pay only accepts cards from HBL.

​Yes, it is necessary to have an unlock method on your phone to use HBL Pay.

Step 1: Login to HBL Mobile and tap on HBL Pay under the credit card section on the home page.

Step 2: Select the card that you want to add to HBL Pay and your phone will be scanned to see if it metes the requirements.

Step 3: Agree to the terms and conditions and your phone will be ready to make payments through HBL Pay.

You can disable/remove a card from HBL Pay by going to Card Management on HBL Mobile and tapping on Manage HBL Pay.​

If you delete HBL Mobile, your card will be removed from HBL Pay but you can still use your physical card to conduct transactions.

All the cards added to HBL Pay on your phone will be removed.​

HBL Pay can be used to make payments at any merchant with a contactless enabled POS machine that shows this symbol.​

Step 1: Look for on the POS machine.

Step 2: Merchant enters the transaction amount.

Step 3: Unlock your phone and tap or hold your phone over the contactless reader to perform the transaction.

​No, you will not be able to use HBL Pay if your phone has Near Field Communication (NFC) turned off.

HBL Pay is an alternate to your physical card and your physical card can be used while your card is added to HBL Pay.​

Yes, you need to set a default card to pay using HBL Pay.

To change the default card on the app, go to Manage HBL Pay under Card Management on HBL Mobile and set the card of your choice as default by tapping on Set Default.​

​HBL Pay is an alternate to your physical card and you can only use active cards for HBL Pay.

To know if your transaction through HBL Pay has been conducted, please check the POS machine for confirmation.​

HBL Pay is an alternate to your physical card and all controls on the physical card apply to HBL Pay. If the transaction is not going through, please contact HBL PhoneBanking at 111-111-425​.

​To view the transaction history, go to Manage HBL Pay under Card Management on HBL Mobile and the last 10 transactions conducted using HBL Pay will be visible.

​Transaction history under Manage HBL Pay will always show the last 10 transactions conducted with HBL Pay. To view all the transactions conducted using your credit card, please go to card statement available on the home screen of HBL Mobile.

​Yes, you can use HBL Pay internationally where contactless transactions are accepted.

No, you do not need an active internet connection to make payments using HBL Pay. You may be asked to connect to the internet if HBL Pay detects unusual behavior.​

HBL Pay is an alternate to your physical card. So any change made to your physical card will also have an impact on HBL Pay. For example, if you block your physical card, you won’t be able to conduct transactions using HBL Pay.​

​HBL Pay is an alternate to your physical card and all transactional limits of the physical card apply to HBL Pay.

​HBL Pay is extremely secure, as it is developed according to the latest tokenization standards set by both Visa and Mastercard. HBL Pay is a safer way to transact and pay as it prevents anyone from capturing the card’s sensitive data.

Transactions can only be conducted using HBL Pay once you authenticate the transaction by using the unlock mechanism on your phone.​

​No, you will be required to authenticate the transactions using your phones unlock mechanism and no PIN/signature will be required to authenticate the transactions.

In case of a lost or stolen phone/card, please contact HBL PhoneBanking at 111-111-425 to block your card. If you do not share your phone’s unlock mechanism, no one will be able to use your card through HBL Pay.​

​To know if the POS accepts HBL Pay, you need to look for the on the machine or ask the merchant for the contactless payment terminal.

​Yes, there are no additional charges to use this feature.

A:​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”.​​

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

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

A:The HBL Balance Transfer Facility allows you to transfer your outstanding balance from other bank’s 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

​A: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.

​A: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,
9th Floor, HBL Plaza,
I.I. Chundrigar Road, Karachi.

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

​A:If for any reason, you do not wish to continue using your HBL CreditCard, please cut the card into half, and send both halves to the following address:

Customer Services Department,
9th Floor, HBL Plaza,
I.I. Chundrigar Road, Karachi.

You can also call HBL PhoneBanking and place your request for card cancellation.

​A:If at any time you face a problem with your credit card account, call our 24-hour HBL PhoneBanking at 111-111-425 or email your enquiries to customer.complaints@hbl.com

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

​A: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.

A: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.​

A: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.​

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

​A: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.