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Yes, you now need to use your Secure Key to access both online banking and the HSBC UK Mobile Banking app. There's no longer an option to just use your password. Remember, the Digital Secure Key allows you to do more things in the app, such as setting up a new payee.

Please allow 10 working days to receive the physical Secure Key in the post. You won't be able to access online banking until you receive and activate your new Secure Key.

Remember, you can always upgrade to a Digital Secure Key which can give you instant access.

You can replace your Secure Key by contacting us or calling into a UK branch. If your Secure Key no longer works or it has been lost, we will deactivate it. You can also switch to a Digital Secure Key which will provide you with instant access to online banking using your phone.

You cannot access online banking without a Secure Key.

Please take action as soon you realise that your cards have been lost or stolen. If you report your card lost or stolen, we will cancel your card immediately and issue you with a replacement. You will receive a new card within 7 working days in the UK by post and within 10 working days overseas.

Visit our Lost and Stolen cards page for more information. 

When your new card arrives, you'll need to activate it before you can use it. The quickest way to do this is by phone. You can activate your card in under 60 seconds by calling our automated line, available 24/7.

All you'll need is your card number and your date of birth.

For debit cards call 0800 783 5263.  

For credit cards call 0800 3281 370.  

For more frequently asked questions, please select “Need help?” on the right hand side of this page.