HSBC Internet Banking

 

Secure Key troubleshooting guide

If something isn't right, your HSBC Secure Key will tell you. Click on the tabs below to read the key messages and discover what you need to do.

Yellow left hand button on Secure Key
Yellow Button

  • This button is used after creating a new PIN
  • The yellow button is also used to generate a transaction code for authorising new payments
Secure key

Green right hand button on Secure Key
Green Button

  • Press and hold for 2 seconds to turn on the device
  • Press once to delete one character
  • Press and hold to clear all input
  • After you've entered your PIN, press here to generate a log on security code

The Secure Key does not have an off button.
After 30 seconds of inactivity, the device will automatically switch off.

Step 1

You will see this message when setting up your PIN for the first time if the two entries do not match.

Secure key

Step 2

Press the yellow button to return to the PIN setup and repeat the steps to set up a PIN.

The Secure Key does not have an off button.
After 30 seconds of inactivity, the device will automatically switch off.

The new PIN you have entered is not safe and could be guessed. Please enter another PIN.

Your PIN can be made up of any numbers as long as they don't follow a logical or sequential pattern, for example 123456 or 11111.

Secure key

 

The Secure Key does not have an off button.
After 30 seconds of inactivity, the device will automatically switch off.

If you enter an incorrect PIN, you will see the message 'FAIL 1'. Press the green button to enter your PIN again.

You will have three attempts to enter your PIN correctly.

Your Secure Key will remember the number of failed attempts you have made.

Secure key

After the third incorrect attempt ('FAIL 3'), the Secure Key will become locked.

Please select the Lock PIN tab to find out more.

The Secure Key does not have an off button.
After 30 seconds of inactivity, the device will automatically switch off.

If your HSBC Secure Key is locked ,it will display a seven digit code on screen whenever it is turned on.

To continue using Internet Banking, you will need to reset your PIN online.

To do this, start logging on to Personal Internet Banking and enter your user ID.

Secure key

At the next screen, click the 'Forgotten your Secure Key PIN‘. Follow the on screen instructions and you will be given a PIN Reset Code.

Once you have the code, press the green button lightly and quickly - but do not hold it down. You will then be prompted to input the code.

The Secure Key does not have an off button.
After 30 seconds of inactivity, the device will automatically switch off.

If you enter an incorrect 'PIN reset code', a 'FAIL 1' message will be displayed.

You will then be prompted to input your PIN for the second time. For your protection the Secure Key will lock after three incorrect PIN entries.

Please contact the Personal Internet Banking Helpdesk if this happens

Secure key

The Secure Key does not have an off button.
After 30 seconds of inactivity, the device will automatically switch off.

This message indicates that a button is being pressed and held for too long.

If you press and hold a button for more than 7 seconds, the device will switch off to preserve battery life.

Secure key

 

The Secure Key does not have an off button.
After 30 seconds of inactivity, the device will automatically switch off.

This is the low battery message.

After its first appearance, the bAtt message is displayed for two seconds each time the device is switched on. After two seconds, the device works as normal.

bAtt 2: 2 months remaining
bAtt 1: 1 month remaining
bAtt 0: replacement needed

Secure key

Please contact Personal Internet Banking Helpdesk to arrange for a replacement device to be sent to you.

The Secure Key does not have an off button.
After 30 seconds of inactivity, the device will automatically switch off.

Can't see your message in the tabs above?

Scroll down the complete list of HSBC Secure Key messages below.

Secure key

New PIN

You will need to create a new Secure Key PIN. Think of a PIN between 4 and 8 digits long. You should avoid using sequential or repeated numbers such as 1234 or 1111. Enter this into your Secure Key and press the yellow button.

Note: If you make a mistake entering your PIN, you can use the green button to delete the last digit you have input.

Secure key

PIN CONF
-----

The PIN you are setting up needs to be confirmed. Please re-enter your chosen PIN.

Secure key

NEW PIN CONF
HSBC

You have successfully set-up your PIN. You can now use your Secure Key.

Secure key

FAIL PIN

Your confirmation PIN did not match the first PIN entered.

Press the yellow button to return to the PIN setup and repeat the steps to set up a PIN.

Secure key

NEW PIN
not SAFE

The new PIN you have entered is not safe and could be guessed. Please enter another PIN.

Your PIN can be made up of any numbers as long as they don't follow a logical or sequential pattern, for example 123456 or 11111.

Secure key

PIN
-----

Secure Key is waiting for you to enter your PIN. The number of dashes shown on the screen, is equal to the number of digits in your PIN.

Secure key

HSBC

This is the welcome screen. You will see this once your PIN has been accepted. Press the green button to generate your security code.

Secure key

PIN
FAIL 1

The PIN entered is incorrect. Press the green button lightly and quickly - do not hold it down. This will return you to the PIN entry screen.

You will then be prompted to input your PIN again for the second time. To protect you from fraud, the Secure Key will lock after three incorrect PIN entries.

Secure key

PIN
FAIL 2

The PIN entered is incorrect. Press the green button lightly and quickly - do not hold it down. This will return you to the PIN entry screen.

You will then be prompted to input your PIN for the third time. To protect you from fraud, the Secure Key will lock after three incorrect PIN entries.

Secure key

PIN
FAIL 3

The PIN entered is incorrect. The Secure Key is locked and will need to be reset.

Press the green button lightly and quickly - do not hold it down. This will take you to the LOCK PIN screen.

Secure key

LOCK PIN
4635135

If your HSBC Secure Key is locked. it will display a seven digit code on screen whenever it is turned on.

To continue using Internet Banking, you will need to reset your PIN online.

To do this, start logging on to Personal Internet Banking and enter your user ID.

At the next screen click the 'Forgotten your Secure Key PIN', follow the on screen instructions and you will be given a PIN Reset Code.

Once you have the code, press the green button lightly and quickly - but do not hold it down. You will then be prompted to input the code.

Secure key

LOCK PIN
-----

Your HSBC Secure Key is waiting for you to enter your seven digit PIN reset code.

Once you have entered the code, you will be prompted to set up a new PIN.

Secure key

LOCK PIN
FAIL 1

The PIN reset code has been entered incorrectly. Press the green button lightly and quickly - do not hold it down. You will then be prompted to enter the reset code again.

You should ensure that you are entering the reset code exactly as it appears on screen.

To protect you from fraud, the Secure Key will lock after three incorrect entries.

Secure key

LOCK PIN
FAIL 2

The PIN reset code has been entered incorrectly. Press the green button lightly and quickly - do not hold it down. You will then be prompted to enter the reset code again.

You should ensure that you are entering the reset code exactly as it appears on screen.

To protect you from fraud, the Secure Key will lock after three incorrect entries.

Secure key

LOCK PIN
FAIL 3

The PIN reset code was entered incorrectly for the third time. The Secure Key is now temporarily locked and you will be unable to use it for approximately 1 hour. This message will remain on the screen of the Secure Key until the lock out has expired, then the Key will automatically power off.

When the Secure Key is turned back on 'LOCK PIN' and a 7 digit number will be displayed on the screen. Press the green button lightly and quickly, do not hold it down and enter your PIN reset code again. You should ensure that you are entering the code exactly as it appears on screen.

Secure key

LOCK PIN
FAIL 4

The PIN reset code was entered incorrectly for the fourth time. The Secure Key is now temporarily locked. The Secure Key is now temporarily locked and you will be unable to use it for approximately 1 hour.This message will remain on the screen of the Secure Key until the lock out has expired, then the Key will automatically power off.

When Secure Key is turned back on, 'LOCK PIN' and a 7 digit number will be displayed on the screen. Press the green button lightly and quickly, do not hold it down and enter the same PIN reset code again.

If you are unsure what your PIN reset code is, you can generate another code. To do this, start logging on to Personal Internet Banking and enter your user ID. At the next screen click the 'Forgotten your Secure Key PIN', follow the on screen instructions and you will be given a PIN Reset Code.

Secure key

LOCK NEW PIN
-

Secure Key is unlocked and you need to create a new Secure Key PIN. Think of a PIN between 4 and 8 digits long. You should avoid using sequential or repeated numbers such as 1234 or 1111. Enter this into your Secure Key and press the yellow button.

Note: If you make a mistake entering your PIN, you can use the green button to delete the last digit you have input.

Secure key

LOCK PIN CONF
--------

The PIN you are setting up needs to be confirmed. Please re-enter your chosen PIN.

Secure key

LOCK
FAIL PIN

Press the yellow button to return to the PIN setup and repeat the steps to set up a PIN.

Secure key

LOCK NEW PIN
NOT SAFE

The new PIN you have entered is not safe and could be guessed. Please enter another PIN.

Your PIN can be made up of any numbers as long as they don't follow a logical or sequential pattern, for example 123456 or 11111.

Secure key

button

One of the buttons on your Secure Key has been held down for too long. To save battery power, Secure Key will automatically power off.

You can turn the Secure Key back on by pressing and holding down the green button, enter your PIN and repeat what you were trying to do.

Secure key

bAtt 2

The battery power is running low. Don't worry - there are still approximately 2 months of power remaining. You should order a replacement Secure Key by calling:
0845 600 2290
+44 1226 261 226
Textphone: 08457 125 563
Textphone from abroad: +44 1226 261 226

Secure key

bAtt 1

The battery power is running low. Don't worry - there's still approximately 1 month of power remaining. You should order a replacement Secure Key by calling:
0845 600 2290
+44 1226 261 226
Textphone: 08457 125 563
Textphone from abroad: +44 1226 261 226

Secure key

bAtt 0

The battery power is running very low. There is only minimal power left. You should order a replacement Secure Key as soon as possible. You can do this by calling:
0845 600 2290
+44 1226 261 226
Textphone: 08457 125 563
Textphone from abroad: +44 1226 261 226

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