HSBC Missionary Support Card Program

Getting Started Guide for Mission Finance

Secretaries with The Church of Jesus Christ of
Latter- Day Saints Missionary Card Program

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Table of Contents

General Information 3
After Hours Support 4
Lost or Stolen 5
Replacement Card 6
Card Decline / Not Working 7
Card Dispute 8
Card Fraud 9
Personal Identification Number (PIN) Block 10
Fraud Alerts 11
App Locked Out 12

Updated: November 10, 2023

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General Information
Please only contact HSBC customer service for the following issues:
• Lost or Stolen Card
• Replacement Card
• Card Decline / Not Working
• Dispute
• Fraud
• Personal Identification Number (PIN) Block
• Fraud Alerts
• App Locked Out

For all other missionary card issues, please email the Mission Cards team at: missioncards@churchofjesuschrist.org

It is preferred you email HSBC using the email address below. You must use the templates provided in this
document. The Verification ID is: ANGEL. Missionaries (cardholders) may not call or email HSBC.

Email: HSBCcallcentersupport@globalpay.com

Monday through Friday between the hours of 9:00AM and 5:00PM (EST) you may call HSBC customer service at:

706-644-0868

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After Hours Support
HSBC General Customer Service: 877.473.7431

If contacting HSBC Customer Support Representative for emergency after-hours support, (PROMPT IS 1 FOR
ADMINISTRATORS) please state you are a “Secretary” who is “Authorized to Inquire” (ATI) and provide the
following verification information:

• Company Name = Missionary Support Program

• Verification ID = Angel
• Phone Number = 801.240.5544
• FULL NAME as listed on missionary’s card or displayed in the CARD system
• Full 16-digit Missionary Credit Card Number

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Lost or Stolen
IF A CARD WAS NEVER RECEIVED AT YOUR MISSION SITE, PLEASE CONTACT THE MISSION CARDS SERVICE TEAM
AT: missioncards@ChurchofJesusChrist.org

To report your missionary’s HSBC Commercial Card as lost or stolen please email HSBC as soon as you are notified
that a missionary’s card is missing.

The HSBC Service team will then close the card and automatically order a new card to be delivered to your Mission
Site from Salt Lake City Headquarters. Any outstanding credit balance will automatically transfer from the
lost/stolen card to your new card. Cards can take between 2- 4 weeks to reach the local mission office.

If the missionary requires funds while waiting for their replacement card, then you may transfer funds from the
cardholder’s card to their companions card in Missionary Portal. Contact Mission Support for help with
Missionary Portal at: GSD-MissionarySupport@ChurchofJesusChrist.org

LOST/STOLEN WITH REISSUE TEMPLATE

Please include issue on subject line: (Lost stolen card)

Dear HSBC Missionary Support Program Representative,

Kindly close the following card that was lost/stolen and issue a new card.

• Cardholder full name (As listed in the Card System) :

• Last 4 digits of credit card number:
• Missionary ID #

Other information:
• The Mission Name:
• The Mission Finance Secretary’s name:
• Verification ID: ANGEL

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Replacement Card
If a missionary’s card is cracked, the CVV code, or the Chip is not working, please email HSBC Support at
HSBCcallcentersupport@globalpay.com. The HSBC Service team will then order the missionary a new card with
the same 16-digit card number.

REPLACEMENT CARD TEMPLATE

Please include issue on subject line: (Replacement Card needed)

Dear HSBC Missionary Support Program Representative,

Kindly order a replacement card for the below missionary cardholder as his/her card arrived damaged.

• Cardholder full name (As listed in the Card System) :

• Last 4 digits of credit card number:
• Missionary ID #

Other information:
• The Mission Name:
• The Mission Finance Secretary’s name:
• Verification ID: ANGEL

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Card Decline / Not Working
If the missionary attempts to use their HSBC Commercial Card and the card has declined at a merchant or ATM
machine or for whatever reason is not working, first validate there is sufficient Credit Balance on the account in
the CARD system. If the card has sufficient funds available for the purchase, please email HSBC Support at
HSBCcallcentersupport@globalpay.com.

CARD NOT WORKING TEMPLATE

Please include issue on subject line: (Decline / Card Not Working)

Dear HSBC Missionary Support Program Representative,

Kindly confirm why the cardholder is unable to transact using their card.
• Merchant name:
• Date card declined:
• Dollar amount of attempted transaction:

• Cardholder full name (As listed in the Card System) :

• Last 4 digits of credit card number:
• Missionary ID #

Other information:
• The Mission Name:
• The Mission Finance Secretary’s name:
• Verification ID: ANGEL

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Card Dispute
Secretaries can initiate a dispute when the transaction was authorized but the goods or service in question were
not received, were damaged or incomplete, or a duplicate charge has been identified, please email HSBC Support
at HSBCcallcentersupport@globalpay.com

CARD DISPUTE TRANSACTION TEMPLATE

Please include issue on subject line: (Card Dispute)

Dear HSBC Missionary Support Program Representative,

Kindly open a dispute case for the below transaction. The goods/services were never provided by the merchant,
were damaged or the merchant duplicated the charge.

• Merchant Name:
• Date of Transaction:
• Dollar Amount:

• Cardholder full name (As listed in the Card System) :

• Last 4 digits of credit card number:
• Missionary ID #

Other information:
• The Mission Name:
• The Mission Finance Secretary’s name:
• Verification ID: ANGEL

*Cardholder Reference / CARD System Screen Capture should be included.

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Card Fraud
If a missionary sees a transaction that they did not authorize, Secretaries will need to email HSBC Support at
HSBCcallcentersupport@globalpay.com.

The amount of the fraudulent transaction will be credited back to the Missionary’s card within 7 business days. If
they require funds while waiting for a replacement card, the Mission Secretary can transfer funds from the
missionary’s card to their companions card in iMOS. Contact Mission Support for help with iMOS. The iMOS email
is: GSD-MissionarySupport@ChurchofJesusChrist.org

CARD FRAUD TRANSACTION TEMPLATE

Please include issue on subject line: (Card Fraud)

Dear HSBC Missionary Support Program Representative,

The following transactions are fraudulent and were not made by the Missionary Cardholder. Kindly provide full list
of transactions that are deemed fraudulent (include merchant name and dollar amount if not on screen shots)

• Cardholder full name (As listed in the Card System) :

• Last 4 digits of credit card number:
• Missionary ID #

Other information:
• The Mission Name:
• The Mission Finance Secretary’s name:
• Verification ID: ANGEL

*Cardholder Reference / CARD System Screen Capture should be included.

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Personal Identification Number (PIN) Block
If, when attempting to purchase goods/services with their HSBC Corporate Card the missionary enters their PIN
incorrectly more than FOUR (4) times, their card will become locked. Secretaries will need to email HSBC Support
at HSBCcallcentersupport@globalpay.com.

PIN BLOCKED TEMPLATE

Please include issue on subject line: (PIN Block)

Dear HSBC Missionary Support Program Representative,

Kindly unblock this cardholder following too many incorrect PIN attempts.

• Cardholder full name (As listed in the Card System) :

• Last 4 digits of credit card number:
• Missionary ID #

Other information:
• The Mission Name:
• The Mission Finance Secretary’s name:
• Verification ID: ANGEL

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Fraud Alerts
If, when attempting to purchase goods/services with their HSBC Corporate Card the missionary receives an email
or text notification to confirm that the following transactions were placed by that cardholder, they should reply via
email, if possible. If missionary is unable to complete that process, Secretaries will need to email HSBC Support at
HSBCcallcentersupport@globalpay.com.

FRAUD ALERT TEMPLATE

Please include issue on subject line: (Fraud Alert)

Dear HSBC Missionary Support Program Representative,

I received fraud alert notifications for the following Cardholder. Kindly unblock this cardholder following my
approval that the following transactions were all conducted by the cardholder.

• Cardholder full name (As listed in the Card System) :

• Last 4 digits of credit card number:
• Missionary ID #

Other information:
• The Mission Name:
• The Mission Finance Secretary’s name:
• Verification ID: ANGEL

*Cardholder Reference / CARD System Screen Capture should be included.

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App Locked Out
If a missionary is locked out of the APP please email HSBC Customer Service at
HSBCcallcentersupport@globalpay.com to request the account be unlocked.

APP LOCKED OUT TEMPLATE

Please include issue on subject line: (App Locked Out)

Dear HSBC Missionary Support Program Representative,

Kindly unlock the HSBC APP for the following missionary:

• Cardholder full name (As listed in the Card System) :

• Last 4 digits of credit card number:
• Missionary ID #

Other information:
• The Mission Name:
• The Mission Finance Secretary’s name:
• Verification ID: ANGEL

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