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'.