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Secure Key help

Secure Key help

Having trouble with your Secure Key? Well, you’re in the right place. This page will give you all the information you need, from how to activate your Secure Key to how to get it replaced. If you’re locked out right now or if you need to reset your details, please check out our digital banking help tool before going any further.

Fraud advice: Never give out your security codes to anyone. Fraudsters pretend to be people you’d trust, like a company you may pay bills to, a bank or even the police.

Activating your Secure Key

Once registered for online banking you will need to activate your Secure Key. To do this simply follow the instructions online or on your mobile. If you need any help check out the FAQs below. 

Resetting your log on details

We know it’s not always easy to remember your log on details. So we’ve made it easy for you to reset them if you’ve forgotten them or you have locked yourself out of online banking.

If you can remember the 2 security questions you created when registering for online banking and have access to your Secure Key, you can reset your log on details online.

If you’ve forgotten these details, you can ask for new log on details online and activate them via our automated telephone system. 


Get help with your Digital Secure Key

Replacing a physical Secure Key

You'll soon need a Digital Secure Key if you want to log on to our Mobile Banking app. If you currently have a physical Secure Key and don't want to lose access to the app, please switch to a Digital Secure Key instead.

Physical Secure Key troubleshooting

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.


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. 

Understanding error messages on your physical Secure Key

Useful links


Stay safe online with HSBC's digital or physical Secure Key.

Woman holding phone

Send money, view statements and stay secure.

It’s easy to answer your query online. Visit our Help page to find out how.