Mobile banking

In the face of increasingly sophisticated online and mobile threats, the HSBC UK Mobile Banking app uses the Secure Key which 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. 

When an app, iOS or Android operating system update is completed on a device with low memory, some apps are removed and then reinstalled. If our app is removed, you will need to set up a new Digital Secure Key.

You can set up a new Digital Secure Key by following these simple steps:

1. Open the app and enter your username.
2. You will see a notification advising ‘Digital Secure Key not activated for this App’. Please Select ‘activate for this App’.
   
3. When asked ‘Can’t generate a security code?’, select ‘No, send me an activation code’.
4. You will then be asked to enter your memorable answer and password and can then select ‘start activation’. We will send a validation code by email. Enter this in to the app then arrange for an Activation Code to be sent by SMS. Once entered you can set up a new Digital Secure Key password.

If you don’t have a valid UK mobile number or email address recorded with us or they have been updated recently – you may not be able to complete this process immediately. Please contact us on 03456 002 290 (+44 1226 261 226) if you need more help setting up your Digital Secure Key. 

Our mobile banking app is currently available on:

• Apple devices with an operating system of iOS10.3 or higher
• Android devices with an operating system of 5 or higher

There will be occasions when there will be a difference between the balance of your account and the available balance. This may be due to, for example, a pending debit card payment due to leave the account or a cheque paid into the account that has not yet cleared.

If your phone's date and time is not set to automatic update, then your Digital Secure Key generated codes may not work. Please check this on your device and try again.