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Secure Key troubleshooting

Digital Secure Key

If you're having problems with your Digital Secure Key, please click on 'Help', located in the top right hand corner of the Digital Secure Key log on screen, and follow the instructions there. 
 

Physical Secure Key

If you have a Physical Secure Key, it'll tell you when something isn't right - the information below should help to troubleshoot the problem.

Overview

 

Yellow button

  • This button is used after creating a new PIN
  • Press to generate a transaction code for authorising new payments


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 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.

Fail PIN

 

Step 1

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

 

Step 2

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

NEW PIN not SAFE

 

The new PIN you've 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.

FAIL 1, 2 or 3

 

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

You'll have 3 attempts to enter your PIN correctly.

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

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

LOCK PIN

 

If your Secure Key is locked, it'll display a 7-digit code on screen whenever it is turned on.

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

To do this, start logging on to online banking and enter your username.

 

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

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

RESET PIN

 

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

You'll then be prompted to input your PIN for the second time. For your protection the Secure Key will lock after 3 incorrect PIN entries.

Please contact us if this happens.

Button

 

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.

Battery

 

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

Please contact us to arrange for a replacement device to be sent to you.

Can't see your message in the tabs above?

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

NEW PIN

 

If your Secure Key is locked, it'll display a 7-digit code on screen whenever it is turned on.

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

To do this, start logging on to online banking and enter your username.

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

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

PIN CONF

 

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

NEW PIN CONF HSBC

 

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

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.

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.

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.

PIN FAIL 1, 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 again for the second time. To protect you from fraud, the Secure Key will lock after three incorrect PIN entries.

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.

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 Online Banking, you will need to reset your PIN online.

To do this, start logging on to online banking and enter your username.

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.

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.

LOCK PIN FAIL 1, 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.

LOCK PIN FAIL 3, 4

 

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.

If you are unsure what your PIN reset code is, you can generate another code. To do this, start logging on to online banking and enter your username. 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.

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.

LOCK PIN CONF

 

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

LOCK FAIL PIN

 

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

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.

BATT 0, 1, 2

 

BATT 0

The battery power is running very low. There is only minimal power left.

BATT 1

The battery power is running low. Don't worry - there is still approximately 1 month of power remaining.

BATT 2

The battery power is running low. Don't worry - there is still approximately 2 months of power remaining. 

How to upgrade

Did you know you can upgrade your Secure Key to a Digital version accessed on the HSBC UK Mobile Banking app? Find out more.

Alternatively you can order a replacement Secure Key by calling:
0345 600 2290
+44 1226 261 226 from abroad
Textphone: 03457 125 563
Textphone from abroad: +44 1226 261 226

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