Online Banking

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
 

Banking with HSBC couldn't be easier

Online Banking - put your goals at your fingertips

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

What's new to Online Banking?

  • Digital Secure Key We'll be offering a Digital Secure Key which will be accessed through the HSBC Mobile Banking app, so you won't need to carry a physical Secure Key with you.
  • Log on without your Secure Key You'll be able to log on to Online Banking when you don't have your Secure Key. By doing this, you will have access to limited online services. For example you'll be able to see your balances, make transfers, pay existing beneficiaries and order Travel Money.
  • Easy access to Mobile Banking If you choose to switch to a Digital Secure Key you will now be able to access the HSBC Mobile Banking app using only your Digital Secure Key password.

New to Online Banking?


Register now

Why use Online Banking?

As well as the new features, there are other great reasons to use Online Banking (please be aware that you will need your Secure Key to access our full range of Online Banking services)

  • Make payments Use our online service to pay bills and make payments to friends and family in the UK and overseas (please note, fees apply to international payments)
  • Manage your personal details Update some of your personal details online such as your marital status, number of children, contact details and your address
  • Secure eMessages Contact us securely about your accounts and products. We may also contact you this way with any changes to HSBC products and services

What you need to do

  • If you're not registered for Online Banking, you can register here
  • If you're already registered for Online Banking, we'll contact you to let you know when you can choose to switch to your Digital Secure Key. We'll provide instructions on how you can do this, and have created an interactive demo below to give you a helping hand if you need it
  • If we have already contacted you, you can choose to switch to the Digital Secure Key by selecting 'Log on'

Getting started

To make the most of the new features of Online Banking, there are a few things you need to know.
Select the option that applies to you and a follow out interactive guide.

New to Online Banking?

How to register for Online Banking
PC or Laptop
  1. Select the 'Register' link at the top of the page
  2. Read our introduction to Online Banking
  3. Read and accept the Terms and Conditions
  4. Verify your identity (you'll need your account number and sort code, or credit card number or pension contract number). You will also be asked for your date of birth and two digits from your telephone security number
  5. Create your log on details
  6. Incase you forget your log on details in the future, you will also be asked to set up some additional security questions
  7. Choose either the Digital Secure Key (accessed within the HSBC Mobile Banking app) or a physical Secure Key
  8. If you have selected Digital Secure Key
    Download the HSBC Mobile Banking app
  9. Activation code 1 will be shown on screen
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Go to Activate your Digital Secure Key to complete the activation

If you have selected a physical Secure Key, and received this activate your physical Secure Key now

Activate your Digital Secure Key

You should have already registered for Online Banking and chosen a Digital Secure Key.

You will need to download the HSBC Mobile Banking app and have Activation code 1 in order to complete the activation


Mobile
  1. Follow the instructions onscreen to log on to the HSBC Mobile Banking app
  2. Enter your username,
  3. Answer your memorable question and the requested characters from your password, select 'continue'
  4. You will be prompted to activate your Digital Secure Key now or later, choose 'activate now'
  5. Enter activation code 1 and select 'continue'
  6. Choose how you'd like to receive activation code 2 and select 'continue' (please be aware that SMS is the quickest option)
  7. Enter activation code 2 and select 'continue'
  8. Create and confirm your Digital Secure Key password, select 'Complete Activation'
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You can now Log on to the HSBC Mobile Banking app using the password you have just created

You're ready to start mobile banking!

Activate your physical Secure Key

You should have already registered for Online Banking and selected physical Secure Key

You will need to have received your Secure Key in the post
(this will take between 5-7 days)

PC or Laptop
  1. Select log on to Online Banking
  2. Enter your username
  3. Enter the answer to your memorable question and the requested characters from your password
  4. Select 'Activate Secure Key now'
  5. Enter the Activation code you received in the post with your Secure Key and the Serial number which is on the back of your Secure Key
  6. Follow the on screen steps to create your Secure Key PIN
  7. Generate a security code on your Secure Key and enter it in the required field
  8. Click 'continue', you'll see a confirmation that your Secure Key has been set up successfully
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Log on to Online Banking with your Secure Key
PC or Laptop
  1. Enter your username, (this is only required if you have not selected 'remember my username') and select 'continue'
  2. The 'With Secure Key' tab will already be selected for you
  3. Answer your memorable question
  4. If you have a Digital Secure Key
    Open your HSBC Mobile Banking app and select 'Generate Security Code'
  5. Enter your Digital Secure Key password and select Generate
  6. The code will be generated
  7. Enter this code into the required field on Online Banking within the given time limit and select 'Log on'
  8. If you have a physical Secure Key
    Follow the on screen instructions within Online Banking to 'Generate Security Code'
  9. Enter this code into the required field on Online Banking within the given time limit and select 'Log on'
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Log on to Mobile Banking with your Secure Key
Mobile
  1. Open the HSBC Mobile Banking app
  2. Select Log on
  3. If you use a Digital Secure Key you just need to input your Digital Secure Key password
  4. If you have a physical Secure Key you can choose to log on using your Online Banking password and memorable answer, or you can log on by selecting 'Switch to Digital Secure Key' to access our full range of Mobile Banking services
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Register now

Already registered for Online Banking?

How to set up your new password (this will allow you to access limited Online Banking services without your Secure Key)
PC or Laptop
  1. Enter your username (this is only required if you have not selected 'remember my username') and select 'continue'
  2. Enter the answer to your memorable question, generate a security code using your Secure Key and input this in the field provided and select 'Log on'
  3. You will be asked to set up and confirm your new password. Select 'continue'
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You can now use this password to access a limited Online Banking service without using your Secure Key

Find out how to Log on without using your Secure Key

How to Log on without using your Secure Key
PC or Laptop
  1. Enter your username (this is only required if you have not selected 'remember my username') and select 'continue'
  2. Select the 'Without Secure Key' tab
  3. Enter the answer to your memorable question and the requested characters from your password and select 'continue'
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Switching to Digital Secure Key using Online Banking

You'll need your physical Secure Key and access to the HSBC Mobile Banking app

PC or Laptop
  1. Select 'Switch Secure Key' from the left hand menu
  2. Generate a re-authentication Security Code on your physical Secure Key
  3. Enter the Security Code and select 'Activate Now'
  4. If you don't already have the HSBC Mobile Banking app please follow the onscreen instructions to download and select 'continue'
  5. Activation code 1 will be presented on the screen
  6. If you have selected Digital Secure Key
    Open the HSBC Mobile Banking app and select 'Log on'
  7. Enter your username, (this is only required if you have not selected 'remember my username') and select 'continue'
  8. Answer your memorable question and the requested characters from your password, select 'continue'
  9. You will be prompted to activate your Digital Secure Key now or later, choose 'activate now'
  10. Generate and enter a security code from your physical Secure Key and select 'continue'
  11. Enter activation code 1 and select 'continue'
  12. Choose how you'd like to receive activation code 2 and select 'continue' (please be aware that SMS is the quickest option)
  13. Enter activation code 2 and select 'continue'
  14. Create and confirm your Digital Secure Key password, select 'Complete Activation'
  15. Confirmation will be shown
  16. Find out how to recycle your physical Secure Key
  17. Your Digital Secure Key has been set up and you can now log on
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Switching to Digital Secure Key using your HSBC Mobile Banking app

You'll need your physical Secure Key and access to the HSBC Mobile Banking app

Mobile
  1. Open the HSBC Mobile Banking app and select 'Log on'
  2. Enter your username, (this is only required if you have not selected 'remember my username') and select 'continue'
  3. Select 'Switch to Digital Secure Key' (you do not need to enter your memorable answer or requested characters from your password)
  4. Enter your memorable answer and generate a security code from your physical Secure Key
  5. You will be prompted to activate your Digital Secure Key now or later, choose 'Activate Now'
  6. Choose how you'd like to receive activation code 1
  7. Enter activation code 1 and select 'continue'
  8. Choose how you'd like to receive activation code 2 and select 'continue' (please be aware that SMS is the quickest option)
  9. Enter activation code 2 and select 'continue'
  10. Create and confirm your Digital Secure Key password, select 'Complete Activation'
  11. The activation will be confirmed and you will be advised on how you can recycle your physical Secure Key
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You can now Log on to the HSBC Mobile Banking app using the password you have just created

Switching to physical Secure Key using Online Banking
PC or Laptop
  1. Select 'Switch My Secure Key' from the left hand menu
  2. On the 'Manage Secure Key' tab select 'Order now'
  3. Confirm your address for the physical Secure Key to be sent to is correct
  4. You will receive confirmation that the Secure Key has been ordered
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Logging on to Online Banking using your Digital Secure Key
PC or Laptop
  1. Enter your username, (this is only required if you have not selected 'remember my username') and select 'continue'
  2. The 'With Secure Key' tab will already be selected for you
  3. Answer your memorable question
  4. If you have a Digital Secure Key
    Open your HSBC Mobile Banking app and select 'Generate Security Code'
  5. Enter your Digital Secure Key password and select Generate
  6. The code will be generated
  7. If you have a physical Secure Key
    Enter this code into the required field onscreen within the given time limit and select 'Log on'
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Logging on to Mobile Banking using your Digital Secure Key
Mobile
  1. Open the HSBC Mobile Banking app and select 'Log on'
  2. Enter your Digital Secure Key password and select 'Log on'
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Register now

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.

Frequently Asked Questions

General information about Secure Key

Q. Why is the Bank making me use a Secure Key?

HSBC takes the security of its Online Banking customers very seriously. In the face of increasingly sophisticated online threats, secure key gives valuable added protection. The secure key is used as part of the two factor authentication process and your secure key generates a new security code frequently to help ensure only you can access your accounts. Your secure key can be used to log on and to access our full range of Online Banking services.


Q. How does the secure key work?

The secure keys brings an additional level of protection to our online customers. Once activated, it is uniquely linked to you and can be used to log on to Online Banking and the HSBC Mobile Banking app. It will generate a security code which we will validate when used to log on. For your security, this security code will only be valid for a short period of time.
We also have some helpful demos which show you how to activate your choice of secure key and how to log on to Online Banking and the HSBC Mobile Banking app using your secure key.


Q. Do I have to use my secure key every time I log on?

In the following months we will be providing you with more options to log on securely.

If you are not registered for Online Banking you can choose between a physical Secure Key or a Digital Secure Key and we will also ask you to set up a password so that you can access limited Online Banking services when you don't have your secure key with you.

If you are already registered for Online Banking, we will contact you to let you know when you can choose to switch to a Digital Secure Key and if you are not already a Mobile Banking customer we will ask you to set up a password, so that you can access limited Online Banking services if you don't have your secure key with you.


Q. What will I be able to do with limited access to Online Banking services?

You'll be able to log on to Online Banking if you don't have your secure key with you, by doing this you will have limited access to Online Banking services.


Q. What do I do if I do not have my secure key with me?

If you have a password for limited access to Online Banking services you'll be able to log on to Online Banking if you don't have your secure key with you.

If you have not set up your password for limited access to Online Banking services you can call Customer Services who will be happy to help.


Q. Can I have a second secure key, one for work and one for home?

In the following months we will be providing you with more options to log on securely, we will let you know when you can choose to switch to a Digital Secure Key and when you will be able to have limited access to Online Banking services.

To maintain the security and integrity of the system, only one secure key can be activated and linked to each customer. You have the choice of either a physical Secure Key or a Digital Secure Key.

The physical Secure Key has been designed so that it is small enough to carry in a wallet or purse with your cards or attached to a key ring.

The Digital Secure Key is accessed through the HSBC Mobile Banking app, so you will not need to carry a physical Secure Key with you.

If you have a password for limited access to Online Banking services you'll be able to log on to Online Banking if you don't have your secure key with you.

If you have not set up your password for limited access to Online Banking services you can call Customer Services who will be happy to help.


Q. Why do I have to use my secure key to validate transactions?

When you are making a payment to a new beneficiary you will need to use your secure key, this is to authorise the payment. The unique code that is generated by your secure key ensures that no one can change the destination of the payment fraudulently.


Q. Do I have to use my secure key to validate all payments?

When you are making a payment to a new beneficiary you will need to use your secure key, this is to authorise the payment. The unique code that is generated by your secure key ensures that no one can change the destination of the payment fraudulently.


Upgrading to Secure Key

Q. I have not received my secure key

If you have requested a physical Secure Key, please allow 5-7 days to receive this in the post. If you have not received your physical Secure Key after 7 days you can call Customer Services who will arrange for a replacement physical Secure Key to be sent to you.

If you have chosen a Digital Secure Key, you will be prompted to activate it next time you log on to the HSBC Mobile Banking app.


Q. What happens if I do not want to use a secure key?

HSBC sees all its customers using a secure key as a fundamental part of its strategy to keep them safe online.


Q. Why does my Secure Key keep switching off?

The physical Secure Key has been designed to power off after a given period of time to preserve battery life. In most scenarios this will be 30 seconds. We suggest only switching it on and entering your PIN just before you need to use it.


Q. I am likely to be away from home when my Secure Key arrives

You have 30 days to activate your secure key. If you have requested a physical Secure Key and need to change your address for where this needs to be sent, please call Customer Services who will be happy to help.

When the Digital Secure key is available to you, you will be able to activate it using the HSBC Mobile Banking app.


Log on details

Q. Why do I have to set up a PIN or password on my secure key?

You will be asked to set up a PIN for your physical Secure Key and a Digital Secure Key password for your Digital Secure Key. This is to help prevent someone else from generating a security code using your secure key.


Q. What if I forget or lock one of my log on details?

You can reset your log on details online by providing answers to your security questions and other log on details. Simply follow the appropriate links on the log on pages.


Q. What if I forget all my log on details?

You can reset your log on details by following the appropriate links on the log on pages, from here you can provide us with your new security details. You will then be asked to contact us so we can identify you and update your Online Banking details to allow you to log on.


Q. Can I change any of my log on details in the future?

You can change any of your log on security details by selecting "Change my Personal Security Details" and "Edit Profile" from the options in the left hand menu when you are logged on to Online Banking.

If you would like to change your 'physical Secure Key PIN', you will need to do this when you log on. Simply select 'Forgot your Secure Key PIN?' link during log on and follow the on screen prompts.

If you would like to change your Digital Secure Key password, select "Help" from the HSBC Mobile Banking app log on screen, select "Forgotten Digital Secure Key password" and follow the on screen instructions.

As good online security practice, we recommend you change these security details at least every 90 days.


Replacement Secure Key

Q. How long does the battery last?

Your physical Secure Key's battery should last five years under average use. The device will warn you when the battery is low. At that point, please contact us and we will send you a replacement. This will avoid you losing any access to our service.


Q. What happens if I lose my Secure Key or it breaks?

You will need to contact us to arrange for a replacement physical Secure Key to be sent to you.

If you have a Digital Secure Key and you have lost your mobile or it has been stolen, please call Customer Services so that we can arrange for your Digital Secure Key to be de-activated. You will be able to activate a new Digital Secure Key on your new mobile device.


Q. How long will it take for a replacement Secure Key to arrive?

If you have requested a physical Secure Key, please allow 5-7 days to receive this in the post. If you have not received your physical Secure Key after 7 days you can call Customer Services who will arrange for a replacement physical Secure Key to be sent to you.

If you have chosen a Digital Secure Key, you will be prompted to activate it next time you log on to the HSBC Mobile Banking app.


Q. I have received my Secure Key and it is not working?

We have a handy guide on how to resolve issues with your physical Secure Key.


Q. If I report my Secure Key as lost and then find it, can I use it?

For security, once you tell us you have lost your secure key, we will immediately de-activate it to prevent fraudulent access to your accounts.

If you request a replacement physical Secure Key please allow 5-7 days for this to be received in the post.

If you have chosen a Digital Secure Key, and subsequently found your mobile device which you thought was lost or stolen, you will need to re-activate your Digitial Secure Key. We have a helpful demo on how you can do this.


Q. What do I do with my old Secure Key, is it recyclable?

Around 60 percent of our physical Secure Key's component parts are recyclable. We will arrange for all physical Secure Keys that are returned to us to be dismantled into their component parts and recycled. All non-recyclable parts will be handled in accordance with EU regulations.

Where possible, old or broken physical Secure Keys should be disposed of in an environmentally friendly manner. You can do this by dropping it off at any HSBC branch or posting it back to us or dispose of it locally using the options that may be available through your local recycling centres. It should be noted that these devices should not be disposed of with your normal household waste.


General Secure Key and Digital Secure Key

Q. Why are you introducing Digital Secure Key?

HSBC takes the security of its Online Banking customers very seriously. In the face of increasingly sophisticated online threats, the secure key gives valuable added protection. The secure key is used as part of the two factor authentication process and it generates a new security code frequently to help ensure only you can access your accounts. We have introduced the Digital Secure Key to provide you with an alternative to the physical Secure Key. This means that you do not need to carry a physical Secure Key with you offering a more convenient way to access our full range of Online Banking services.


Q. What are the differences between Digital Secure Key and physical Secure Key?

Both the physical Secure Key and Digital Secure Key are used as part of the two factor authentication process. Your secure key generates a new security code frequently to help ensure only you can access your accounts.

The Digital Secure Key has been designed to work as part of the HSBC Mobile Banking app for supported operating systems and devices. This means that you do not need to carry a physical Secure Key with you offering a more convenient way to access our full range of Online Banking services.


Q. What does limited access to Online Banking service mean?

Whether you choose to log on to Online Banking using a physical Secure Key or Digital Secure Key, you can still log on if you don't have your secure key with you. You can access a range of Online Banking services, such as view your balances, access your statements and make payments to existing beneficiaries.

A higher level of security will be required for some Online Banking services, such as paying someone for the first time, sending a secure e-message and applying for certain products. You will be asked to use your secure key security code before carrying out these requests. In some cases you may be asked to log back in with your secure key.


Q. Can I have a Secure Key as well as a Digital Secure Key?

In the following months we will be providing you with more options to log on securely, we will let you know when you can choose to switch to a Digital Secure Key and when you will be able to have limited access to Online Banking services.

To maintain the security and integrity of the system, only one secure key can be activated and linked to each customer. You have the choice of either a physical Secure Key or a Digital Secure Key.

The physical Secure Key has been designed so that it is small enough to carry in a wallet or purse with your cards or attached to a key ring.

The Digital Secure Key is accessed through the HSBC Mobile Banking app, so you will not need to carry a physical Secure Key with you.

If you have a password for limited access to Online Banking services you'll be able to log on to Online Banking if you don't have your secure key with you.

If you have not set up your password for limited access to Online Banking services you can call Customer Services who will be happy to help.


Q. How do the Secure Key and Digital Secure Key actually work?

Both secure keys work by generating a security code that you will need to enter and we'll validate when you log on to Online Banking. Each unique security code is only valid for a limited period of time and will allow you full access to all Online Banking services .


Q. What are the benefits of a Digital Secure Key over a Secure Key?

Most people carry their phone with them when they're out and about, so if you've got a compatible smartphone, a Digital Secure Key means you don't have to remember to carry an additional item. If you use our HSBC Mobile Banking app, the Digital Secure Key will make logging on to your HSBC Mobile Banking app quick and easy - you can also use it to log on to Online Banking.


Q. Can I use Mobile Banking as well as Online Banking with either a Secure Key or a Digital Secure Key?

Whether you prefer Mobile Banking via the HSBC Mobile Banking app or Online Banking, both the Secure Key and Digital Secure Key will work for you.


Q. What happens if I do not have my Secure Key or Digital Secure Key with me? Can I use someone else's?

In the following months we will be providing you with more options to log on securely, we will let you know when you can choose to switch to a Digital Secure Key and when you will be able to have limited access to Online Banking services .

To maintain the security and integrity of the system, only one secure key can be activated and linked to each customer. You have the choice of either a physical Secure Key or a Digital Secure Key.

The physical Secure Key has been designed so that it is small enough to carry in a wallet or purse with your cards or attached to a key ring.

The Digital Secure Key is accessed through the HSBC Mobile Banking app, so you will not need to carry a physical Secure Key with you.

If you have a password for limited access to Online Banking services you'll be able to log on to Online Banking if you don't have your secure key with you.

If you have not set up your password for limited access to Online Banking services you can call Customer Services who will be happy to help.


Q. Why introduce limited Online Banking access?

Whether you choose to log on to Online Banking using a physical Secure Key or Digital Secure Key, you can still log on if you don't have your secure key with you. You can access a range of Online Banking services, such as view your balances, access your statements and make payments to existing beneficiaries.

A higher level of security will be required for some Online Banking services, such as paying someone for the first time, sending a secure e-message and applying for certain products. You will be asked to use your secure key security code before carrying out these requests. In some cases you may be asked to log back in with your secure key.


Q. Is not having a Secure Key less secure than using my Secure Key?

A higher level of security will be required for some Online Banking services, such as paying someone for the first time, sending a secure e-message and applying for certain products so you will be asked to use your secure key security code before carrying out the request. In some cases you may be asked to log back in with your secure key.


Q. When will I need limited access to Online Banking?

A higher level of security will be required for some Online Banking services, such as paying someone for the first time, sending a secure e-message and applying for certain products so you will be asked to use your secure key security code before carrying out the request. In some cases you may be asked to log back in with your secure key.


Q. What will I be able to do if I log on without a Secure Key? What won't I be able to do?

Whether you choose to log on to Online Banking using a physical Secure Key or Digital Secure Key, you can still log on if you don't have your secure key with you. You can access a range of Online Banking services, such as view your balances, access your statements and make payments to existing beneficiaries.

A higher level of security will be required for some Online Banking services, such as paying someone for the first time, sending a secure e-message and applying for certain products. You will be asked to use your secure key security code before carrying out these requests. In some cases you may be asked to log back in with your secure key.


Q. I'm going to have difficulty using the buttons or reading the Secure Key display, what should I do?

If you have difficulty using the buttons or reading the display on our physical Secure Key, you can order a large version of the physical Secure Key by contacting us.


Q. How do I log on without my Secure Key?

Please see our helpful step by step demo which shows you how to log on to Online Banking without your secure key.


Digital Secure Key

Q. What is a Digital Secure Key?

The Digital Secure Key is a feature within our Mobile Banking app which is used to generate a unique, single use security code each time you log on to Online Banking, it provides an extra protection for your accounts and transactions. It also makes logging on to Mobile Banking app quick and easy.


Q. Can I have a Digital Secure Key on more than one device?

For security reasons, your Digital Secure Key can only be registered to one device at a time. If you'd like to change the mobile device your Digital Secure Key is linked to, just call us.


Q. Can I use my tablet as my Digital Secure Key?

Digital Secure Key is available on iPhone and Android Digital devices running up to date software and versions of the HSBC Mobile Banking app.


Q. Can I use my Windows Phone® as my Digital Secure Key?

Digital Secure Key is available on iPhone and Android Digital devices running up to date software and versions of the HSBC Mobile Banking app.


Q. Can two people use the same phone as their Digital Secure Keys?

In the UK to maintain the security and integrity of the system, only one Digital Secure Key can be activated and linked to each device.


Q. If I have no internet or phone signal on my mobile device, can I still generate a Security Code and/or use the app?

You do not need to be connected to the internet or have a phone signal to be able to use the Digital Secure Key. However, you do need a 3G, 4G or Wi-Fi signal to access the Mobile Banking services within the HSBC Mobile Banking App. You will also need it to be able to download and initially set up the Digital Secure Key. Please note that internet usage on a 3G or 4G connection will be subject to your phone provider's usual charges and usage allowances.


Q. Will I need roaming on or off on my mobile if I'm using it abroad as a Digital Secure Key?

To use the Digital Secure Key you do not need a mobile signal, so in this instance roaming could be turned off.
However, you do need a 3G, 4G or Wi-Fi signal to access the Mobile Banking services within the HSBC Mobile Banking App. You will also need it to be able to download and initially set up the Digital Secure Key. Please note that internet usage on a 3G or 4G connection will be subject to your phone provider's usual charges and usage allowances.


Q. What happens if I want to sell the mobile phone I have my Digital Secure Key on?

Before you sell your mobile phone, you must first deactivate your Digital Secure Key, which you can do via the app settings menu .

If you upgrade your mobile phone while you still have your original phone, simply begin the activation of your replacement Digital Secure Key on your new device and it will automatically deactivate the old Digital Secure Key.

We recommend that you also reset the old phone to factory settings.


Q. What happens if I upgrade the mobile phone I have my Digital Secure Key on?

If you upgrade your mobile phone while you still have the original phone, simply begin the activation of your replacement Digital Secure Key on your new device and it will automatically deactivate the old Digital Secure Key. We recommend that you also reset the old phone to factory settings. If you do not have your old phone, then you will need to call us so we can deactivate the Digital Secure Key on it for you.


Q. What should I do if I delete my Mobile Banking app accidentally?

If you delete your Mobile Banking app accidentally, you need to re-install the app to your phone and then call us to arrange to activate a new Digital Secure Key.


Q. What happens if the mobile with my Digital Secure Key is lost or stolen?

Call us and we'll immediately deactivate it from your accounts to prevent another person trying to use it. We can arrange to set up a new one as soon as you have a new device. If you subsequently find your old phone, you will need to activate a new Digital Secure Key.


Q. What happens if I lose the mobile phone containing my Digital Secure Key?

Call us and we'll immediately deactivate it from your accounts to prevent another person trying to use it. We can arrange to set up a new one as soon as you have a new device. If you subsequently find your old phone, you will need to activate a new Digital Secure Key.


Mobile Banking

Q. Which devices can I use the HSBC Mobile Banking app on?

HSBC Mobile Banking supports iOS and Android devices
Apple iOS v6.0 and above
Android 2.3 and up.


Q. How do I download the app and how long will it take me?

The HSBC Mobile Banking app can be found online at the Apple App Store™ and in Google Play™ by searching "HSBC Mobile Banking".

We recommend that you use a Wi-Fi connection when you download the app.

Download times will depend on the speed of your internet connection. Once the app is installed, additional data will be downloaded when you first log on, with a message saying 'updating' which will result in a slower app opening time. Subsequent openings of the app will be quicker.


Q. I also have other HSBC accounts, can I use Mobile Banking for them?

When you open the app, in the top right corner you will see the country and language that you have selected. When you click on this you can then select other HSBC countries. Please note that you will need to be registered for Online Banking for those countries before you can log on.


Q. What do I need to do to set up my log on details for the app?

To set up your account details on the app, you'll need to be registered for Online Banking. You will need to use your Online Banking log on details and/or Secure Key to log on to Mobile Banking.


Q. Will the app cost anything to download or run?

There are no fees to download or use the HSBC Mobile Banking app. Data charges from your mobile service provider may apply. HSBC is not responsible for these charges.


Q. Can I use this app abroad?

The HSBC Mobile Banking App can be used in many countries. When using the app abroad please be aware that you will be responsible for complying with laws in the countries you travel to. Your network provider's charges may be higher than usual when abroad and HSBC is not responsible for these charges. We recommend that you check your roaming coverage and charges prior to travel.


Security

Q. Can I be confident that HSBC Mobile Banking is secure? And what if I lose my mobile device?

HSBC Mobile and Online Banking services benefit from a high level security. However, as always it is your responsibility to take all reasonable precautions to prevent the fraudulent use of your security information.

If you lose your mobile device and you have a Digital Secure Key call us and we'll immediately deactivate it from your device to prevent another person trying to use it. We can arrange to set up a new one as soon as you have a new device. If you subsequently find your old phone, you will need to activate a new Digital Secure Key.


Q. Will the app keep running if I forget to log out or will it time out?

Your Mobile Banking session will time out automatically after a period of inactivity. Unlike Online Banking, there won't be a pop up message advising that it will time out.


Q. If I share my mobile device, can someone else use the app to log on to their account details?

While we don't recommend sharing the HSBC Mobile Banking app, providing the other person has used their own memorable answer, password or Secure Key then they would be able to log on and access their account details through the app.

However, only one Digital Secure Key can be activated on a particular device and linked to an individual customer.


Functionality

Q. What banking functions can I perform through the HSBC Mobile Banking App?

Please visit our Mobile Banking page for information on what services we currently offer through the HSBC Mobile Baking app.


Q. What charges information can I see?

Charges that have already been deducted from your account will be shown as transactions on your statements. You will need to log on to Online Banking to see details of monthly charges, fees and interest that will be deducted from your account.


Q. Can I download statements from my app?

No, previous statements will not be available from your app. If you wish to download previous statements, you can do this by logging on to Online Banking.


Q. Who can I make payments to on the HSBC Mobile Banking App?

You can make transfers between your HSBC accounts, pay existing beneficiaries and send money using only a mobile number with Paym.


Q. Can I cancel/amend a payment on the HSBC Mobile Banking App?

You cannot cancel or amend a payment using the HSBC Mobile Banking App. If you wish to cancel or amend a payment you have requested to be made on a future date, please use Online Banking.


Q. Will the app notify me when I receive a new message?

For iPad® - When you log on to Mobile Banking, a number will appear next to secure messages icon at the top of the screen.

For iPhone® / Android devices - you will need to select the 'Messages' option in the revealing menu to read messages.


Q. Will I be able to view my secure messages?

Yes, you will be able to view your messages as you currently do on Online Banking.


Q. Can I send or reply to secure messages?

Logging on with password only - you will only be able to read secure messages.

Logging on with HSBC Secure Key - you will be able to read and send secure messages.


Q. Will the balances and information on the app be correct 24/7? And why can't I withdraw money when my balance says I have money in the account?

The app can be used 24/7 and account information will be kept up-to-date. There will be occasions when there will be a difference between the balance of your account and the available balance. This may be due to, for example, a pending debit card payment due to leave the account or a cheque paid into the account not yet cleared.


iPhone, iPad and iPod touch are trademarks of Apple Inc., registered in the U.S. and other countries. The trademark BlackBerry® is the property of Research In Motion Limited and is registered in the U.S. and countries around the world. Used under licence from Research In Motion Limited and Android is a trademark of Google Inc.

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