Secure Key

HSBC Online Banking activation

We're currently making improvements to our Online Banking service.

If you registered for Online Banking prior to the 17th December 2014 it's not possible for you to activate your existing Secure Key and you will need to re-start your registration.

If you registered for Online Banking after this date, you will be prompted to activate your Secure Key when you log on.

We apologise for any inconvenience which this delay may cause. Once you are registered, we look forward to introducing you to Online Banking, including the exciting enhancements we're working on now.

Find out more
 

We're making life easier thanks to our new Digital Secure Key

At HSBC we recognise how important Online Banking is to you, so we're giving you more options to log on securely.

If you're new to Online Banking, you'll be able to choose between using a Digital Secure Key on a compatible device or a physical Secure Key.

If you're already using the physical Secure Key you'll be able to switch to the Digital Secure Key. We'll contact you to let you know when you can switch.

Why choose the Digital Secure Key?

  • It's accessed through the HSBC Mobile Banking app so there's no need to carry a Secure Key with you
  • Secure - Our two factor authentication offers a higher level of security which will help protect you from online fraud
  • Easy to use - once you've set it up, just open the HSBC Mobile Banking app, enter your Digital Secure Key password and you're ready for mobile banking
  • Use your Digital Secure Key to log on to mobile and Online Banking

Need help setting up or switching to a Digital Secure Key? Find out more

Compatible devices

Digital Secure Key is available on iPhone® and Android and BlackBerry10® digital devices running up-to-date software.
The HSBC Mobile Banking App is available on iPhone®, iPad®, Android and BlackBerry® digital devices running up-to-date software.

Why choose the physical Secure Key?

  • It's about the same size as a credit card so it should easily fit in a wallet or purse. You can take it with you and log on to Online Banking anywhere you choose
  • Secure - Our two factor authentication offers a higher level of security, which will help protect you from online fraud
  • Easy to use - Just switch it on, enter your Secure Key PIN and it'll give you a unique, one-off six digit passcode to use each time you log on
  • Use your Secure Key to log on to Online Banking

Need help setting up or switching to a physical Secure Key? Find out more

What is two factor authentication?

  • The Secure Key is used as part of the two factor authentication process. It offers a higher level of security, which will help protect you from Online Banking fraud
  • You will choose your own PIN or password to access your Secure Key
  • Secure Key gives you greater peace of mind because you have this extra layer of security
  • A unique code will be generated and displayed on your Secure Key, this should only be seen by you
  • Your Secure Key can be used to log on and to access our full range of Online Banking services

Want to know what else we're doing to help beat fraud online? Find out more

Contact us

  • Call us on 03456 002 290 (Textphone 18001 03457 125 563)
  • The official Twitter feed for HSBC Secure Key is @HSBC_UK_Help, issued for UK use only.

    By tweeting, personal data may be stored on Twitter's servers which may be in the US or elsewhere outside the EU.

    Our use of Twitter
  • Online Banking is 24/7 subject to planned maintenance periods.

Frequently Asked Questions

Getting Started

Q. What devices are compatible with Paym?

A. Paym is available on our existing HSBC Mobile Banking App which can be downloaded from the App StoreSM (for all compatible Apple® devices), Google PlayTM (for all compatible AndroidTM devices) and BlackBerry WorldTM (for all compatible BlackBerry® devices)

Paym has been designed to work on the following devices:

• Apple® devices: iPhone®, iPad®, iPad MiniTM and iPod Touch® with an operating system of iOS 6.0 or higher

• For AndroidTM: any device with AndroidTM operating system v2.3 or higher (AndroidTM is a trademark of Google Inc)

• BlackBerry® 10 devices


Q. What is Paym?

A. Paym is a secure service that allows you to make payments from your eligible current accounts using the intended recipient's mobile telephone number instead of their account details.

You can pay anyone registered for Paym using only their mobile telephone number. To receive payments you must register by linking an eligible current account to your UK mobile telephone number.

You must be registered for Online Banking to be able to use Paym.


Q. How does Paym work?

A. You can make a payment to anyone who has registered for Paym from any of your eligible current accounts without registering.

You can receive payments using the Paym service once you have registered, which will link your UK mobile telephone number to an eligible current account. Payments sent to you using Paym will be credited to this account.

Your account number is never displayed to the sender, all they will see is your account holder name.


Q. Is it safe to send payments using Paym?

A. Payments using the Paym service use the same secure payment system as payments made through internet and telephone banking.


Q. Is there a charge to use Paym?

A. Paym is a free service and the Mobile Banking App is provided free of charge by HSBC.

However, please be aware that you may be charged to access the app by your network provider as you do need to be connected to the internet to operate it.

These charges may vary if you use your mobile telephone to access Paym when abroad.

Normal account charges and interest will still apply, where applicable.


Q. Who can use Paym?

A. Anyone who holds a UK mobile telephone number and eligible current account can use Paym, if their bank or building society offers this service.


Q. What accounts can I use with the Paym service?

A. You can use any eligible current account with the Paym service. You will be able to choose from your eligible accounts when making a payment or registering to receive payments.

You must be registered for Online Banking to be able to use Paym.


Q. Do I have to register to use Paym?

A. You can make a payment without registering for the Paym service.

If you want to receive payments, you will need to register your UK mobile number and the eligible current account you want to receive payments into.

You must be registered for Online Banking to be able to use Paym.


Q. How do I know if someone has sent me a payment?

A. You will receive a text message to the UK mobile number you have registered for Paym letting you know you have received a payment.

You can then log on to the HSBC Mobile Banking App or Online Banking to review the details.


Q. Can I use Paym if I have registered for other services, such as Barclays Pingit, Pay Your Contacts or Pay2Mobile?

A. You can send payments using Paym even if you have already registered with other services such as Barclays Pingit, Pay Your Contacts or Pay2Mobile.

If, however, you want to receive payments into your HSBC eligible account, you will first need to deregister with any Paym services hosted by any other Banks or Building Societies before registering with HSBC through HSBC Mobile Banking or Online Banking.

Security and passwords

Q. Why am I being asked for a security code?

A. If you select a function or service that requires an additional level of security, then we will ask you to generate a security code using your Secure Key device.

Secure Key is a two-factor authentication device that will help protect you from Online Banking fraud. Devices like these are commonly being used for secure transactions all round the world. With this technology you can enjoy far more secure online banking services.

If you need help with your Secure Key device, please call us on 0845 600 2290.


Q. How do I know what my linked account is?

A. You can view or change your linked account from the 'Change Paym Settings' option via 'My details & preferences' when logged on to Online Banking.

Or using the Mobile Banking App, you can view or change your linked account from the 'Settings' menu by selecting 'Paym Payment Settings'.


Q. Can I link more than one account to a mobile telephone number?

A. You can only register one eligible HSBC current account to a UK mobile number to receive payments using Paym.

If your mobile number is already registered with another bank or building society, you will need to deregister your mobile number from Paym with them first and then register with HSBC.


Q. Can I use the Paym service with a joint account?

A. Each party can register to receive payments using the Paym service into an eligible joint account, using different mobile numbers.

Either party can send a payment from an eligible joint account as long as they are authorised to do so.


Q. What will you use my mobile number for?

A. When you register for Paym, your UK mobile telephone number will be linked to your nominated current account so you can receive payments using the service.

It will also be used to inform you by text message when you receive a payment.

Please note we will not update any other contact details we hold for you with the number you are registering for Paym.


Q. What if my mobile number is already registered to receive payments using Paym with another bank or building society?

A. You can make payments using Paym from any of your eligible HSBC current accounts even if you are registered to receive payments using Paym with another bank or building society.

To receive payments into your eligible HSBC current account, you will need to deregister your mobile number from Paym with the other bank or building society first and then register with HSBC.


Q. Why is an activation code sent by text message during registration?

A. This is to verify that the phone is in your possession and the right UK mobile number is being registered.


Q. What if I haven't received an activation code?

A. The text message containing your Activation Code will normally arrive within a few minutes. However, there may be occasions where factors outside our control can affect delivery. These can include network and signal issues.

If you haven't received your Activation Code message after 10 minutes, please try again ensuring you are entering the correct mobile number. If you still don't receive it, please give us a call on 08457 404 404 and we'll be happy to help.


Q. How can I change or amend my Paym details?

A. You can view or change your details from the 'Change Paym Settings' option via 'My details & preferences' when logged on to Online Banking.

Or using the Mobile Banking App, you can change your details at any time in the 'Settings' menu by selecting 'Paym Settings'


Q. What if I don't want to receive payments using Paym anymore?

A. You can deregister from Paym at any time in the 'Deregister from Paym' option via 'My details & preferences' when logged on to Online Banking.

Or using the Mobile Banking App, you can deregister from Paym at any time in the 'Settings' menu by selecting 'Paym Settings' then 'Deregister From Paym'.


Functionality

Q. How do I make a payment using Paym?

A. Make a payment by selecting Paym from the Mobile Banking App main menu, then choose an account to pay from and a contact from your contacts list or enter a mobile number. Finally, input the amount you want to send and any reference you want to add.


Q. How much money can I send using Paym?

A. Depending on the type of account you have, you can send payments from £1 up to the daily limit that you have chosen, or up to the maximum set by us.

You can view or change your details from the 'Change Paym Settings' option via 'My details & preferences' when logged on to Online Banking.

Or using the Mobile Banking App, you can view or change your Paym daily payment limit in the 'Settings' menu by selecting 'Paym Settings'.

View payment limits


Q. Can I pay someone who is not registered for Paym?

A. You can't send a payment to someone whose mobile number is not registered for Paym. If they want to register they should check with their bank or building society to see if they offer the Paym service.


Q. Do you access the information in my phone book?

A. The only time your phone book is used is when you select a contact to send a payment to. It will not be used for any other purpose.


Q. When making a payment, why is a reference required?

A. When making a payment using Paym, a reference is required so that the payment you send can be identified by you and the individual receiving it, eg 'payment for lunch'.


Q. How will payments using Paym show on my statement?

A. Payments using Paym will show on your statement as PYM so you can tell them apart from your other transactions.


Q. What if I send money to the wrong mobile telephone number?

A. There is no way of stopping the payment once you select confirm.

When sending a payment, we check the mobile number is registered for Paym and display the account name linked to it. You must check these details carefully.

If you have sent money to an incorrect mobile number please call us straight away on 08457 404 404.

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