SMS Alerts service FAQ

What is the SMS Alerts service?
The SMS Alerts service enables you to receive SMS alerts on your local mobile phone whenever a transaction takes place for your Credit Card or personal account above a predefined (by the bank) threshold amount, wherever you may be.

What type of SMS Alerts can I register for?

SMS Alerts for Account Holders

• Deposit & Withdrawal Fund Alert : a message will be sent to you every time funds are deposited to or withdrawn from your account above the threshold^* amount.

• Term Deposit Maturity Notification: a message will be sent to you prior to the Term Deposit maturity.

SMS Alerts for Credit Card Holders
Transaction Alert: once enrolled, a message will be sent to you every time a transaction above the predefined threshold amount^* occurs on your credit card whether at point of sale or cash advance.

Can I determine the SMS notification amount?

For Accounts.
Yes, you can but only above the threshold amount which is determined by the bank.
For Cards.
No, you can't. The threshold amount will be determined by the bank.

How do I register for SMS alerts?

SMS Alerts for Account Holders
If you are an HSBC Egypt Account holder, you can apply on-line through your internet banking account or by filling an application at any of our branches to be able to receive the SMS Alert Service.

SMS Alerts for Credit Card Holders
If you are an HSBC Egypt credit cardholder you will be automatically enrolled into the SMS Alert Service. Service applies on all Credit Cards owned by the primary and supplementary Cardholders.

Do I receive the SMS alert for other credit card issues, i.e late payment fees, overlimit, payment of minimum card amount?
No, SMS alerts are only designed for the transactions held at point of sales at merchants or cash advance at ATM machines.

If I have an account and a card with HSBC, can I get notified for both in one message?
No, each transaction will be sent separately if you are registered in both services

Can I subscribe to SMS Alerts if I do not have a local mobile number?
No, The SMS Alert Service is available for local mobile numbers only whether you are in Egypt or abroad. International mobile numbers are not included in this service.

Do both Primary and Supplementary Cardholders receive SMS alerts? Do they receive it separately or together?
Each primary and supplementary Cardholder will receive an SMS separately on their own mobile numbers related to each Card transaction

What if I changed my mobile number?
The Bank should be notified by the customer for any changes of information for the purposes of the SMS Alert Service including the details of the Customer's designated mobile phone number and the telecommunications company providing or servicing it.

Is there a charge for SMS Alerts?
SMS Alerts For Account Holders – are at a fixed annual fee
SMS Alerts For Credit Card Holders – is free of charge

Is there an Arabic option for SMS Alerts?
No, we currently offer SMS Alerts in English only.

Can I Opt-out my SMS Alerts?

SMS alerts on accounts
Yes, you can opt-out this service for accounts by contacting our Customer Service Center +202 19007 or on 0800 PREMIER for Premier customers or through your internet banking account or at any of our branches and this shall be effective within 2 working days.

SMS alerts on Credit Cards
Only Primary Cardholders can opt-out this service by contacting the call center and this shall be effective within 2 working days.

The requests for opting out by the primary cardholder will result in termination of the services to all credit cards related to him/her including the supplementary cards.

If I am enrolled in the cards and accounts SMS service and choose to opt-out one of them does this mean that other service is suspended as well?
No, each SMS alert service is treated separately

If I opt-out from the Credit Card SMS Alert service, can I re-activate the service back again?
Yes, and free of charge again

How long does it take to receive an SMS alert after a transaction has taken place on my Credit Card?
You should receive the SMS alert immediately after the transaction is processed.
Delays in receiving SMS alerts might be caused from the network provider and shall not cause any liability to the Bank.

What will the Sender Name displayed on the SMS Alerts be?

SMS alerts on accounts
The Sender Name will be HSBC Egypt.

SMS alerts on Credit Cards
The Sender Name will be HSBC.

I have received an SMS Alert for a transaction that I do not recognize, What should I do?
While we operate a number of systems and processes to stop fraud, registering for SMS alerts means that you can help by immediately notifying us of any transactions that you do not recognize by calling us immediately on our Customer Service Center +202 19007 or on 0800 PREMIER for Premier customers.
Incase you lost or damaged your cell phone you have to inform us by contacting our customer service center +202 19007 or 0800 PREMIER for premier customers

I have more than one account with HSBC. How will I know which account an alert is for?
You can choose to select a unique nickname (up to 10 characters) for each of your accounts (ex: My Savings). If you choose not to select a nickname, the SMS Alert will mention your account number in the format 020-123***-001.

What if I am a Credit Cardholder and I did not receive SMS on my transactions?
Immediately call us on our Customer Service Center +202 19007 or 0800 PREMIER for Premier customers to update us with your mobile number.

How would the Bank know the mobile number for the supplementary Cardholder?
Primary cardholders are to contact the call center to submit their mobile number

I have additional questions.
For further information please call our Customer Service Center +202 19007 or on 0800 PREMIER for Premier customers.

^*The threshold amount is determined by the Bank.