What's changing?

New rules have come into force to give consumers more protection against the threat of fraud.

They’re part of an EU directive known as PSD2, which is designed to make online banking and payments safer.

At HSBC UK we want to make sure your mobile and online banking remains simple, safe and secure.

This means you'll need to use your Digital or physical Secure Key every time you log on to mobile or online banking. You'll no longer have the option of using just your password.

What will these changes look like?

If you use online banking you’ll see the log on screen directing you to use a Secure Key.

If you use mobile banking you’ll see a new screen. This will ask you either to activate a Secure Key or to log on using the one you already have.

Remember, if you see these and don’t have access to a Secure Key you can get help by visiting your local branch or calling telephone banking on 03457 404 404 to set one up. 

When did the changes take place?

The new rules came into effect in September 2019. All banks and building societies must comply with them.

What do I need to do?

From now on, you’ll need to use your Secure Key every time you log on to mobile or online banking.

If you have a physical Secure Key, you can upgrade to a digital one if you have an up-to-date iPhone or Android phone. You’ll first need to make sure you’ve downloaded the HSBC UK Mobile Banking app.

A Digital Secure Key makes logging on much easier - it’s built into the app so you don’t need to carry an extra device around with you.

If you don’t have the right sort of phone, don’t worry – we still offer a physical Secure Key instead.

Online payments

When you send money to someone for the first time, we'll ask you to generate a transaction code on your Secure Key. This is an extra security step to protect you against fraud.

Forgotten your password?

If you need more help with your Secure Key, call us on 03457 404 404.

For more information on how to stay safe online, visit Take Five. Take Five offers straightforward advice to help everyone in the UK protect themselves against financial fraud.

Why choose a Digital Secure Key?

  • Built into our mobile banking app
  • Use Touch or Face ID to log on
  • No need to carry a physical Secure Key
  • No worries about battery running out