Secure Key help

Digital Secure Key - You should have already registered for online banking and chosen a Digital Secure Key.
You'll need to download the HSBC UK Mobile Banking app and have your validation code in order to complete the activation.

1. Follow the instructions onscreen to log on to the HSBC UK 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, choose 'Activate'
5. Enter your validation code and select 'continue'
6. Choose how you'd like to receive your activation code and select 'continue' (please be aware that SMS is the quickest option)
7. Enter your activation code and select 'continue'
8. Create and confirm your Digital Secure Key password, select 'Complete Activation'
   

You can now log on to the HSBC UK Mobile Banking app using the password you have just created.

Physical Secure Key - You'll need to have received your Secure Key (this will take at least 10 working days).

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, select ‘Continue’
4. Enter the Activation code you received and the serial number which is on the back of your Secure Key
5. Follow the on screen steps to create your secure key PIN
6. Generate a security code on your secure key and enter it in the required field
7. Click 'continue', you'll see a confirmation that your secure key has been set up successfully
   

To activate your secure key we will need to send you an activation code. We provide a number of different delivery options to suit you but please note that the activation codes will expire for your security. 

• email - expires after 24 hours
• SMS - expires after 24 hours
• Post - expires after 14 days
• For a physical Secure Key all delivery channels have a 14 day expiry date

For security reasons we won’t be able to send an activation code to a recently amended delivery option.

If your activation code expires before you have activated your secure key, you can order a new one yourself:

Digital Secure Key - To do this, log onto the Mobile App and select 'activate now', then select ‘I do not have my code, please re-send’, you will be able to request a new code to any of the available delivery methods.

Physical Secure Key - To do this, select 'activate now' when logging onto Online Banking and then select ‘Generate activation code’, you will be able to request a new code to any of the available delivery methods.

If your original physical Secure Key is lost or you think it has been stolen, please call us immediately on 03457 404 404 to deactivate it. We will order a new secure key for you, all you need to do is follow the online instructions to activate it when you receive it. 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.

Don’t worry, your activation code can be used for up to 14 days. If your activation code expires you can generate a new one. To do this, select ‘Generate activation code’ when following the instructions to activate your Secure Key.

If you have requested a physical Secure Key and need to change your delivery address, please call customer services.

Digital Secure Key – if you’ve forgotten or locked your Digital Secure Key password, go to the HSBC UK Mobile Banking mobile app, select the ‘?’ or the ‘Forgotten Digital Secure Key password’ link and follow the instructions.

Physical Secure Key:

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’ve made. After the 3rd incorrect attempt ('FAIL 3'), the Secure Key will become locked and will display a 7-digit code on screen whenever it is turned on. To continue using online banking, you’ll need to reset your PIN online. To do this, go to our online banking log on page, enter your username, select ‘Forgot your secure key PIN’ and follow the onscreen instructions.

You’ll need access to your Secure Key to reset these yourself. Please go to our online banking log on page and enter your username. Select ‘Forgot your memorable answer’ or ‘Forgot your password’ and follow the instructions.

If you don’t have access to your Secure Key, go to our online banking log on page, enter your username and select ‘I’ve forgotten all my log on details or I don’t have my Secure Key'.  Follow the instructions and activate your new details via our automated phone service.

You’ll need to go to our online banking log on page, enter your username and select ‘I’ve forgotten all my log on details or I don’t have my Secure Key’. Follow the instructions on screen and activate your new details via our automated phone service.

Once you’ve reset the details above, follow these next steps to reset your Secure Key.

You’ll need to go to online banking, select ‘Log on’ and then ‘Forgot your username’. Make sure you have your sort code and account number / long card number for credit cards, then follow the instructions on screen.

If you’re locked out of online or mobile banking, you’ll need to reset your security details.

To do this, go to our online banking log on page. Enter your username and you’ll be able to reset your details.

You’ll need your Digital Secure Key, part of the HSBC UK Mobile Banking app, so you may need to reset this first. 

To do this:

1. Open the app.
2. Select ‘?’ in the top corner or the ‘Forgotten Digital Secure Key password’ link.
3. Follow the instructions.

You’ll then be prompted to reset your online banking password.

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’ve made. After the 3rd incorrect attempt ('FAIL 3'), the Secure Key will become locked and will display a 7-digit code on screen whenever it is turned on. To continue using online banking, you’ll need to reset your PIN online. To do this, go to our online banking log on page, enter your username, select ‘Forgot your secure key PIN’ and follow the onscreen instructions.

Yes, you can do this when logged into online banking. Click on your name on the top menu, then select ‘Change personal security details’, from here you can amend your existing log on details.

If you want to change your 'physical Secure Key PIN', you need to do this from the log on screen, simply select 'Forgot your Secure Key PIN?' and follow the on-screen prompts.

To change your Digital Secure Key password, go to your mobile app and click the '?' or the “Forgotten Digital Secure Key password” link and follow the instructions.

If you upgrade your phone or iPad, and you still have your old one, you can simply switch your Digital Secure Key to your new device. 

If you don't have your old device any more, you'll need to set up a new Digital Secure Key.

To switch or set up a Digital Secure Key, open the HSBC UK Mobile Banking app on your new device. When prompted, select ‘Activate new Digital Secure Key’ and follow the on-screen instructions.

If you still have your old device, we recommend resetting it to factory settings once you've finished.

Please contact us on 03457 404 404 so we can deactivate your Digital Secure Key. This will prevent fraudulent access to your accounts. Once you have a new phone, you’ll be able to activate your Secure Key when you first log on.

Please note, if you sell your old phone you must deactivate your Digital Secure Key first, which you can do via the app settings menu. We also recommend you reset the old phone to factory settings.

You need to be connected to the internet to use the HSBC UK Mobile Banking app, including your Digital Secure Key. Make sure you have a 3G, 4G or Wi-Fi signal before you download, initially set up or log on to the 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.

You’ll need 3G, 4G or Wi-Fi to access the mobile banking services within the app, including 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.

QR stands for ‘quick response’. It’s a code that stores information or data similar to a bar code. You can access the data in the code simply by scanning it on a device. By introducing a QR code to switch a Digital Secure Key we’re making the process more secure.  

How do I scan a QR code?

Usually, you point your device’s camera at a QR code and the camera will translate it. With some phone models and software versions, you’ll need to use a QR code scanning app. There are plenty to choose from in the Google Play Store and the Apple App Store.¹

Will I have to download an app to scan the QR code in the HSBC UK Mobile banking app?

If you have the HSBC UK Mobile Banking app and your device has a camera, you’ll be able to scan the QR code within the app.

How do I generate a QR code?

You can generate a QR code on your existing or old device by selecting ‘Generate security code’ before you log on, and going to the ‘Device switch’ tab.

What if I don’t have my old device any more?

If you can’t generate a switch code because you don't have your old device, please select ‘No’ when asked: ‘Do you have the old device with the app installed?’ You'll then be shown how to set up a new Digital Secure Key for your new device.

Will you ever ask me to share my QR code?

We’ll never ask you to share your QR code with us. Fraudsters will - and they often contact customers directly impersonating HSBC, the police or HMRC. Never send your QR code to anyone.

Does HSBC UK use QR codes elsewhere in the mobile banking app?

At the moment, the app only uses QR codes for switching your Digital Secure Key to a new device. When switching your Digital Secure Key, you should only ever scan the QR code that you’ve generated on your old device. Please be careful when scanning QR codes elsewhere as fraudsters may substitute real QR codes for fake ones as part of a scam.

_{1Apple App Store is a service mark of Apple Inc. Android™ is a trademark of Google LLC.}

If your physical Secure Key is still working:

1. Open the HSBC UK Mobile Banking app (you'll need to download it if you don't have it).
   
2. Enter your username and memorable answer.
   
3. Select 'Activate Digital Secure Key' and follow the instructions.

If your physical Secure Key is lost or broken:

1. First, call us on 03456 002 290 so we can deactivate your physical Secure Key.
   
2. Next, log on to online banking or the HSBC UK Mobile Banking app and follow the instructions you're given to upgrade to a Digital Secure Key.
   
   And that's it. You'll now be able to log on using your Digital Secure Key.
   

Please contact us on 03456 002 290 so we can deactivate the Secure Key. You can then either upgrade to a Digital Secure Key or arrange for a replacement to be sent to you.

If you’ve lost your physical Secure Key or it’s no longer working, you can upgrade to a Digital Secure Key. You’ll need a compatible mobile phone to do this, with an up-to-date operating system.

If it’s broken, you can order a new physical Secure Key using Live Chat. First, log on to online banking, then look for the Live Chat tab. If you can’t see Live Chat, it means no agents are available so please try again later.

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.

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 can either upgrade you to a Digital Secure Key or order you a replacement.

See below to get help understanding the error messages on your physical Secure Key.

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

Once you tell us you’ve lost either your physical Secure Key or your mobile phone with the app / Digital Secure Key, we’ll immediately deactivate it to prevent fraudulent access to your accounts.

You’ll need to activate a new Digital Secure Key if you find your phone or order a new physical Secure Key even if you find your old one. 

Where possible, an old or broken physical Secure Key should be disposed of in an environmentally friendly manner. You can do this by dropping it off at any HSBC branch, posting it back to us (FREEPOST HSBC SKR CENTRE) or disposing of it at your local recycling centre. Please don’t put an old Secure Key into your normal household waste bin.

Around 60% of the components of our physical Secure Keys 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.

• 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

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.

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

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’ll need to reset your PIN online.

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

On the next screen, select 'Forgotten your Secure Key PIN‘. Follow the onscreen 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.

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

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 on 03456 002 290 if this happens.

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.

This is the low battery message.

After its first appearance, the bAtt message is displayed for 2 seconds each time the device is switched on. After 2 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.

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

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

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

On the next screen, select 'Forgotten your Secure Key PIN‘. Follow the onscreen instructions and you'll be given a PIN reset code.

Once you have the code, press the green button lightly and quickly – don’t hold it down. You'll be prompted to input the code.

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