The planned system update has been postponed. The UK Mobile Banking app, Online Banking and Connected Money will be available as normal this weekend.
With online banking, your safety is paramount, so we're giving you more options to log on securely.
Digital Secure Key can be used on Android™ and iPhone devices running up-to-date software. The HSBC UK Mobile Banking app can be used on Android™, iPhone, iPad, iPad Mini and iPod touch devices running up-to-date software.
If you’re in the UK, you can return your old Secure Key to any branch, or return it by post free of charge to:
FREEPOST
HSBC SKR CENTRE
If you’re overseas, you can either post it back to your home branch or dispose of it locally, using the options available through your local recycling centres. Unfortunately, we are unable to cover postage costs from abroad.
Please be aware that these devices should not be disposed of with your normal household waste. If you have any questions or need help with your Secure Key, our dedicated helpdesk team will be happy to assist you. Just call us on 03456 002 290 (lines are open from 8am to 10pm every day).
Q. Why are you introducing Secure Key?
HSBC takes your online security very seriously. In the face of increasingly sophisticated online threats, the Secure Key gives you valuable added protection. 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. We have introduced the Digital Secure Key to provide you with an alternative to the Physical Secure Key.
Q. What are the differences between the Digital Secure Key and the Physical Secure Key?
The Digital Secure Key has been designed to work as part of the HSBC UK Mobile Banking app for supported operating systems and devices. This means you don’t need to carry a Physical Secure Key with you, offering you a more convenient way to access our online banking services. Also, the Digital Secure Key can only be used on your chosen device, which gives you an extra level of security.
Q. How does the Secure Key work?
Once activated, both the Digital and Physical Secure Keys are uniquely linked to you and can be used to log on to online banking and the HSBC UK Mobile Banking app. Your Secure Key generates a temporary security code that we use to validate you when you log on to online banking. Each unique security code is valid for a short time and gives you full access to all online banking services.
Q. What are the benefits of a Digital Secure Key over a Physical 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 UK Mobile Banking app, the Digital Secure Key will make logging on 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?
Yes, both will work for you.
Q. Do I have to use my Secure Key every time I log on?
In the next few months, we’ll 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 and a Digital Secure Key. We’ll also ask you to set up a password, so 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’ll contact you to let you know when you can choose to switch to a Digital Secure Key. If you’re not already a mobile banking customer, we’ll ask you to set up a password, so you can access limited online banking services if you don't have your Secure Key with you.
Q. What happens if I don’t have my Secure Key or Digital Secure Key with me? Can I use someone else's?
In the next few months, we’ll be providing you with more options to log on securely. We’ll let you know when you can choose to switch to a Digital Secure Key, and when you 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.
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. What does limited access to the 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 viewing your balances, accessing your statements and making payments to existing beneficiaries.
A higher level of security is 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’ll 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?
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 to be small enough to carry into your wallet or purse with your cards, or attach to a key ring.
The Digital Secure Key is accessed through the HSBC UK Mobile Banking app, so you don’t 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 haven’t 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 need to use your Secure Key to authorise the payment. The unique code generated by your Secure Key means 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’re making a payment to a new beneficiary, you will need to use your Secure Key to authorise the payment. The unique code it generates ensures no one can change the destination of the payment fraudulently.
Q. I'm going to have difficulty using the buttons or reading the Secure Key display – what should I do?
You can order a large version of the Physical Secure Key – just contact us.
Q. How long does it take for my Secure Key to arrive?
If you’ve requested a Physical Secure Key, please allow 5-7 days to receive it in the post. If you haven’t received it after 7 days, please call customer services who will send you a replacement.
If you have chosen a Digital Secure Key, you’ll be prompted to activate it next time you log on to the HSBC UK Mobile Banking app.
Q. What happens if I don’t want to use a Secure Key?
We see all our customers using a Secure Key as a fundamental part of our strategy to keep everyone 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 it.
Q. What do I do if I’m not home when my Secure Key arrives?
Don’t worry, you’ll have 30 days to activate it. If you have requested a Physical Secure Key and need to change your delivery address, please call customer services.
When you receive your Digital Secure key, you can activate it using the HSBC UK Mobile Banking app.
Q. Why do I have to set up a PIN or password on my Secure Key?
It helps to stop anyone else from using it to generate a security code.
Q. What if I forget or lock one of my log on details?
You can reset them online by providing answers to your security questions and other log on details. Just follow the appropriate links on the log on pages.
Q. What if I forget all my log on details?
You can reset them by following the appropriate links on the log on pages. From here, you can provide us with your new security details. You’ll then be asked to contact us, so we can identify you and update your online banking details to let you log on.
Q. Can I change any of my log on details in the future?
Yes, by selecting the 'My banking' section of the top menu. Then ‘Change my personal security details’ when you’re logged on to online banking.
If you want to change your 'Physical Secure Key PIN', you 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.
To change your Digital Secure Key password, select ‘Help’ from the HSBC UK Mobile Banking app log on screen. Then select ‘Forgotten Digital Secure Key password’ and follow the on screen instructions.
As good online security practice, we recommend you change your security details at least every 90 days.
Q. How long does the battery last?
It should last 5 years with average use. The device will warn you when the battery is low. At that point, please contact us and we’ll send you a replacement. This will avoid you losing any access to our service.
Q. What happens if I lose or break my Secure Key?
Please contact us to arrange for a replacement to be sent to you.
Q. How long will it take for a replacement Secure Key to arrive?
Please allow 5-7 days to receive it in the post. If you haven’t received it after 7 days, please call customer services who will arrange for a replacement 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's not working. What should I do?
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 to receive it in the post.
If you’ve chosen a Digital Secure Key and subsequently find your mobile device that you thought was lost or stolen, you’ll need to re-activate your Digital Secure Key.
Q. Can I recycle my old Secure Key?
Around 60 percent of our Physical Secure Key's component parts are recyclable. We arrange for all Physical Secure Keys returned to us to be dismantled 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 by disposing of it locally using the option available at your local recycling centres. Please note, it should not be disposed of with your normal household waste.
Q. What is a Digital Secure Key?
The Digital Secure Key is a feature within our mobile banking app that is used to generate a unique, single use security code each time you log on to online banking. It provides extra protection for your accounts and transactions. It also makes logging on to mobile banking 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 download the HSBC UK Mobile Banking app on the new device and follow the instructions on screen.
Q. Can I use my tablet as my Digital Secure Key?
Digital Secure Key is available on iOS and Android Digital devices running up to date software and versions of the HSBC UK Mobile Banking app.
Q. Can I use my Windows Phone® as my Digital Secure Key?
No, Digital Secure Key is available on iPhone and Android Digital devices running up to date software and versions of the HSBC UK 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 need to be connected to the internet to use the HSBC UK Mobile Banking app including your Digital Secure Key. Please make sure you have a 3G, 4G or Wi-Fi signal before you download, initially set up or log into the mobile banking app. 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 don’t 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 UK Mobile Banking App. You’ll 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 it you must 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 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 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 you also reset the old phone to factory settings.
If you don’t have your old phone, you can deactivate your old device by following the on-phone instructions.
Q. What should I do if I delete my mobile banking app accidentally?
You need to re-install the app to your phone and then follow the instructions, selecting the option that you do not have your existing Digital Secure Key with you.
Q. What happens if the mobile with my Digital Secure Key is lost or stolen?
If you already have a new device, you can deactivate your Digital Secure Key from your old device by downloading the HBSC UK Mobile Banking app on your new device and following the instructions on screen. If you don’t have a new device, please call 03456 002 290 and we’ll immediately deactivate your Digital Secure Key. If you subsequently find your old device, you can follow the instructions on screen to set up a new Digital Secure Key on that device.
