Mobile banking

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

You can use our digital banking help tool to help if you’re having trouble with your Digital Secure Key. 

If you don’t have a valid UK mobile number or email address recorded with us or they’ve 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.

You can use our mobile banking app on:

• iPhones and iPads running iOS 12.3 or higher
• Android devices with an operating system of 7.0 or higher

If you’re using an older operating system, please update it using the settings on your device.

If you have a new device and want to transfer your mobile banking app to it, you will need to transfer your Digital Secure Key. Here’s how to do it.

If you can’t do this, you’ll need to ask for a physical Secure Key so you can continue using online banking. You can do this by calling 03457 404 404 or visiting your local branch.

You can set up access to the app on up to 3 different devices. To do this, the steps 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 from one of your other devices (if you have one).
4. Follow the steps to complete the chosen action.
5. 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 no longer have the device that you used to access the app, you should also remove that device. If you have access via another device, you can log on and remove it via 'Manage devices', which can be found by going to the Profile section of the app and selecting 'Security'. If you're using online banking, log on and select 'Account services' in the menu at the top of the screen to find 'Manage devices' there. Alternatively, you can contact us on 03456 002 290 so we can remove it for you. This will prevent fraudulent access to your accounts.

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.

Your available balance shows the cleared funds that are available for you to withdraw or make payments with.  Your available balance may differ from your account balance because it takes into account any pending payments, for example when you use your debit card to buy goods or services and the amount isn’t yet showing on your statement, but excludes any cheques that haven’t yet cleared. From 24 November 2019, it does not include any arranged overdraft limit.

Find out more about understanding your balance.

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