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Secure Key
Secure Key: Frequently asked questions

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If you need any help with accessing online or mobile banking, please check out our help tool below before going any further.

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Frequently asked questions

Activating your Secure Key

Logging on with your Secure Key

Resetting your log on details

Switching or replacing your Secure Key

Managing the devices you can log on with

Error messages on your Secure Key

Updating your contact details

Setting up a new Secure Key

Digital Secure Key - You'll need to have already registered for digital banking and chosen a Digital Secure Key.

Open the HSBC UK Mobile Banking app on your device
Enter your username
Select an option to verify it's you - either by entering your password (in full, not just 3 characters) and an activation code sent by text message or, if you already have a Secure Key on another device, via a QR code from one of your other devices
Follow the steps to complete the chosen action
Create and confirm your new Digital Secure Key PIN
You can now log on to the HSBC UK Mobile Banking app using the Digital Secure Key PIN you've just created

Physical Secure Key - You'll need to have received your physical Secure Key (this could take 10 working days from the time you've requested).

Select 'Log on' via hsbc.co.uk
Enter your username and then password (in full, not just 3 characters)
If you have your Secure Key with you, select the 'Activate now' option
Enter the serial number, which is on the back of your Secure Key
Follow the on-screen steps to create your Secure Key PIN
Enter the activation code you received in the letter that came with the Secure Key. If you don't have this or it's expired, there's an option to generate a new activation code on-screen
Follow the instructions to generate a security code on your Secure Key and enter it in the required field
Select 'Continue' and you'll see confirmation that your Secure Key has been set up successfully

You can set up app access on up to 3 different devices. To do this:

Open the HSBC UK Mobile Banking app.
Enter your username.
Select an option to verify it's you. This can be done by entering your password (in full) and a one-time code sent by text message, or through a QR code from one of your other devices (if you have one).
Follow the steps to complete the chosen action.
Create and confirm your new Digital Secure Key PIN.

You can now log on to the HSBC UK Mobile Banking app using the Digital Secure Key PIN you've just created.

If you have access to the app through a device you no longer use, you should remove it via 'Manage devices'. To do this, go to the Profile section of the app and select 'Security and generate security code'. If you're using online banking, select 'Account services' in the top menu to find 'Manage devices'.

Alternatively, you can contact us on 03456 002 290 so we can remove the device for you. This will prevent fraudulent access to your accounts.

If you can still use your Secure Key, but would like to replace it, you can do either of the following:

upgrade to a Digital Secure Key by downloading the HSBC UK Mobile Banking app
order a new physical one using Chat

Just log on to online banking and select 'Chat'.

To upgrade to a Digital Secure Key:

Open the HSBC UK Mobile Banking app.
Enter your username.
Verify it's you by entering your security code.
Follow the steps to complete the chosen action.
Create and confirm your new Digital Secure Key PIN.

If you've chosen to receive a new physical Secure Key, you'll need to wait to receive it and then follow these steps:

Log on to online banking.
Enter your username and then security code.
If you have your Secure Key with you, select 'Activate now'.
Enter the serial number, which is on the back of your new Secure Key.
Follow the on-screen steps to create your Secure Key PIN.
Enter the activation code if you've already received it. If you don't have this or it's expired, there's an option to generate a new activation code on screen.
Follow the instructions to generate a security code on your existing Secure Key and enter it in the required field.
Repeat the instructions to generate a security code from your new Secure Key and enter it in the required field.
Select 'Continue' and you'll see confirmation that your Secure Key has been set up successfully.

You'll have 30 days to activate your new Secure Key. After this time, you won’t be able to log on with your existing Secure Key and will need to activate your new one.

Logging on with your Secure Key

Launch the HSBC UK Mobile Banking app and select 'Generate security code'
Select 'Log on security code' from the list
Enter your Digital Secure Key PIN and select 'Generate code'. If you have face or fingerprint recognition set-up, this can also be used to generate a code
Your log on security code will be displayed

To generate a ‘log on security code’ to log on to online banking with your physical Secure Key, follow these instructions:

Press and hold the green button to turn on your Secure Key, then enter your Secure Key PIN.
With the HSBC welcome screen displayed, press the green button to generate a security code.
The security code will be shown on your Secure Key screen.

Resetting your log on details

Digital Secure Key:

If you’ve forgotten your Digital Secure Key PIN, open the HSBC UK Mobile Banking app, select the ‘Forgotten Digital Secure Key PIN’ link and follow the on-screen instructions to set up a new PIN.

If you've locked your Digital Secure Key, open the HSBC UK Mobile Banking app, select the 'Reset Digital Secure Key PIN' option and follow the on-screen instructions to reset.

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. After the 3rd incorrect attempt ('FAIL 3'), the Secure Key will become locked and will display a 7-digit code on screen whenever it's turned on.

To continue using online banking, you’ll need to reset your PIN. To do this, go to our online banking log on page, enter your username, select the '?' icon and then ‘Forgot your Secure Key PIN’. Follow the on-screen instructions to reset your PIN.

Go to the HSBC UK Mobile app or the online banking log on page and enter your username, then select ‘forgot your password’ and follow the instructions.

To complete your new password set-up, you’ll be asked to call our automated phone service on 0345 600 2290. We'll use your telephone security number or voice ID to verify you, then when you're asked what you'd like to do, say 'reset password'. Alternatively, you can wait for the options and select option 2.

If you can access online banking, you can also log on there and select 'Change your password' from the 'Account services' menu.

If you've forgotten your username, you’ll need to open your mobile app or visit the online banking log on page. Select ‘Forgot your username?’ and follow the on-screen instructions.

Note: You'll need to bring your sort code and account number, or long card number if you have a credit card.

Your next steps depend on which security details you've locked out or forgotten. To make sure you follow the right steps, go to our digital banking help tool and select the most appropriate option from the ones presented.

If you want to change your username or password, you can do this when logged on to online banking. Select 'Account services' in the top menu, then ‘Change personal security details’. This is where you can amend your existing security details.

To change your Digital Secure Key PIN, log on to your mobile app, go to the Profile section and select 'Security and generate security code'.

If you've forgotten your Digital Secure Key PIN, open the app, select the 'Forgotten Digital Secure Key PIN' link and follow the on-screen instructions.

To change your physical Secure Key PIN, go to the online banking log on page and enter your username. Then, select 'Forgot your Secure Key PIN?' and follow the on-screen instructions to change it.

Switching or replacing your Secure Key

If you no longer have the old device with your app on it, you should first deactivate that old device. If you have another device with the app already, you can do this there. To view or remove devices, select the profile icon at the top of the app screen, then the 'Security' option and 'Manage my devices'. If you can't do this, please contact us on 03456 002 290 so we can deactivate the old device for you. This will prevent fraudulent access to your accounts.

Once you have a new device, the steps to set up the app are:

1. Open the HSBC UK Mobile Banking app

2. Enter your username

3. Select an option to verify it's you - either by entering your password (in full, not just 3 characters) and a one-time code sent by text message, or via a QR code if you have the app on another device that you can still access

4. Follow the steps to complete the chosen action

5. Create and confirm your new Digital Secure Key PIN

6. You can now log on to the HSBC UK Mobile Banking app using the Digital Secure Key PIN you've just created

Note: Once you have set up your digital secure key pin, you can set up access to the app on up to 3 different devices. Simply follow the above steps on each device.

If you no longer have the device with your app on it, you should remove it in 'Manage devices'. You can do this through another device by going to the Profile section of the app and selecting 'Security and generate security code'.

If you can't do this, you can contact us on 03456 002 290 so we can remove the device for you. This will prevent fraudulent access to your accounts.

Once you have a new device, you can set up the app:

Open the HSBC UK Mobile Banking app.
Enter your username.
Select an option to verify it's you. This can be done by entering your password (in full, not just 3 characters) and a one-time code sent by text message, or through a QR code from one of your other devices (if you have one).
Follow the steps to complete the chosen action.
Create and confirm your new Digital Secure Key PIN.

You can now log on to the HSBC UK Mobile Banking app using the Digital Secure Key PIN you've just created.

Note: Once you have set up your Digital Secure Key PIN, you can set up app access on up to 3 different devices. To do this, follow the above steps on each device.

If it’s broken but you can still manage to log on, you can order a new physical Secure Key using Live Chat. First, log on to online banking, then look for the Chat tab.

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

Please note that you 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 would like access to the app, please switch to a Digital Secure Key instead.

If your physical Secure Key is still working:

Open the HSBC UK Mobile Banking app. You'll need to download it if you don't have it.
Enter your username.
Select an option to verify it's you. Do this either by entering your password (in full, not just 3 characters) and a one-time code sent by text message, or via a code generated on your physical Secure Key.
Follow the steps to complete the chosen action.
Create and confirm your new Digital Secure Key PIN.

If your physical Secure Key is lost or broken:

Call us on 03456 002 290 so we can deactivate your physical Secure Key.
Open the HSBC UK Mobile Banking app. You'll need to download it if you don't have it.
Enter your username.
Enter your password (in full, not just 3 characters) and a one-time code sent by text message.
Follow the steps to complete the chosen action.
Create and confirm your new Digital Secure Key PIN.

And that's it. You'll now be able to log on using your Digital Secure Key.

You'll no longer need your physical Secure Key. You can recycle it by handing it in to your nearest HSBC UK branch or disposing of it at your local recycling centre. Please don’t put an old Secure Key into your normal household waste bin.

Please allow up to 10 working days to receive the physical Secure Key in the post.

If your Secure Key is lost, damaged or stolen you won’t be able to access online banking until you receive and activate your new Secure Key. If your Secure Key has a low battery, you can still use this to access online banking for 30 days until you have to activate your new one.

Remember, you can always switch to a Digital Secure Key. This will get you back online straight away and also allow you to use the HSBC UK Mobile Banking app. Our app lets you manage your accounts easily and securely from a time and a place that suits you. Its unique features include cheque deposit, instant transaction alerts and Balance After Bills.

To switch to a Digital Secure Key, see 'How do I set up a replacement Secure Key when the battery is low on my existing one?'.

It should last 5 years with average use. The device will warn you when the battery is low. At that point, you can either upgrade to a Digital Secure Key or you can contact us to order a replacement. It would take up to 10 working days for a replacement to arrive.

If you want to make sure your access isn't affected, the best option is to upgrade to a Digital Secure Key. To do this:

Open the HSBC UK Mobile Banking app. You'll need to download it if you don't have it.
Enter your username.
Select an option to verify it's you - either by entering your password (in full, not just 3 characters) and a one-time code sent by text message, or via a code generated on your physical Secure Key.
Follow the steps to complete the chosen action.
Create and confirm your new Digital Secure Key PIN.

Please dispose of an old or broken physical Secure Key in an environmentally friendly manner. You can do this by dropping it off at any HSBC branch 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.

The Digital Secure Key is compatible with normal VoiceOver (iOS) or TalkBack (Android) features. If you can't use the Digital Secure Key, and you'd like to discuss other Secure Key options, contact us on 0345 600 2290.

Managing your devices

If you're using the app, go to the Profile section and select 'Security and generate security code'. Then, select 'Manage devices' to see the full list of devices you've set up.

If you're using online banking, select 'Account services' in the top menu. From there, choose 'Manage Secure Key'.

You can remove a device through either the app or online banking.

If you're using the app, go to the Profile section and select 'Security and generate security code'. Then, select 'Manage devices' to see the full list of devices you've set up. You'll be able to remove your devices here.

If you're using online banking, select 'Account services' in the top menu. From there, choose 'Manage Secure Key'. You'll see a full list of devices that you've set up. Under each device, there is an option to 'Remove device'.

Note: If the device being removed is your only device, then you'll need to activate a new device before you can use digital banking again.

Once you have a new device, the steps to set up the app are:

1. Open the HSBC UK Mobile Banking app

2. Enter your username

4. Follow the steps to complete the chosen action

5. Create and confirm your new Digital Secure Key PIN

6. You can now log on to the HSBC UK Mobile Banking app using the Digital Secure Key PIN you've just created

Note: Once you have set up your digital secure key pin, you can set up access to the app on up to 3 different devices. Simply follow the above steps on each device.

Error messages on your physical Secure Key

To find out what's happening, go to our digital banking help tool, select the option for 'Physical Secure Key error messages' and confirm which error message you're seeing.

Updating your contact details

There are a few ways you can do this.

Through the app:

Log on to the app.
Select the 'Profile' icon at the top of your screen.
Select the tile with your name in it.
Follow the steps to review and update your contact details.

Through online banking:

Log on via hsbc.co.uk.
Select 'Account services' from the top menu.
Choose the 'Personal and address details' option.
Follow the steps to review and update your contact details.

If you can't access either of the options above, you can call the number on the back of your card or visit a branch to update your details there.

Useful links

Our Digital Security Promise

Our top priority is to make sure your money and personal data is secure. Learn more about our promise to you.

Mobile banking - it's in your hands

Send money, view statements and stay secure.

Secure Key: Frequently asked questions

Help and support

Frequently asked questions

Setting up a new Secure Key

How do I set up a new Secure Key?

How do I set up the mobile banking app on a new device?

How do I set up a replacement Secure Key when the battery is low on my existing one?

Logging on with your Secure Key

How do I log on to online banking using my Digital Secure Key?

How do I generate a one-time passcode using my physical Secure Key?

Resetting your log on details

What if I've forgotten or locked my Secure Key PIN?

What if I've forgotten my password?

What if I've forgotten my username?

What if I'm locked out of the app or online banking?

Can I change my security details?

Switching or replacing your Secure Key

How do I set up the app on a new device?

What happens if I lose a device with my app on it?

What happens if I lose or break my physical Secure Key?

How do I switch from a physical Secure Key to a Digital Secure Key?

How long will it take for a replacement Secure Key to arrive?

How long does the battery last on a physical Secure Key?

Can I recycle my old physical Secure Key?

What options do you have for customers with accessibility requirements?

Managing your devices

How do I view which devices I have the app on?

How do I remove a device?

How do I set up the app on a new device?

Error messages on your physical Secure Key

What does this error message on my physical Secure Key mean?

Updating your contact details

How do I update my mobile number so I can receive a text message code?

Useful links

Our Digital Security Promise

Mobile banking - it's in your hands

Customer support