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Secure Key - How to guide

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

Upgrade to a Digital Secure Key

If you already use a Physical Secure Key and would like to benefit from using a Digital Secure Key you can upgrade by following a few simple steps.

(You’ll need a compatible device with an up to date operating system)

Download the HSBC UK Mobile App from the app store (or you may already be using the app), log in using your existing Online Banking log on details and select:

  1. More
  2. Security settings
  3. Switch to a digital secure key

You could upgrade to a Digital Secure Key starting on Online Banking. To do this, log onto Online Banking and select 'switch my secure key' from the drop down menu and then 'activate a Digital Secure Key'. Follow the on screen instructions to then activate on your device.

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. 

Switching devices with a Digital Secure Key

New phone? It’s easy to move the app and Digital Secure Key to your new phone. Simply download the HSBC UK Mobile Banking app on your new mobile and you will be provided with instructions on how to transfer your Digital Secure Key when you first log on.

Remember, if you sell your old mobile you must deactivate your Digital Secure Key first, which you can do via the app settings menu. We also recommend you reset the old phone to factory settings.

Resets

We know it’s not always easy to remember your log on details so we have made it easy for you to reset them whether you have 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 have forgotten these details you can request new log on details online and activate them via our automated telephone system.  

Replacing a secure key

If you have lost your Physical Secure Key or it’s no longer working you can upgrade to a Digital Secure Key. You’ll need a compatible device to do this with an up to date operating system.
First, you will need to call us to de-activate your Physical Secure Key as this will then allow you to activate a Digital Secure Key via our Mobile app.

If you can still use your Physical Secure Key you can easily upgrade this yourself via the Mobile app or Online Banking.If you have lost your Physical Secure Key please call us to de-activate it for your security and allow you to set up a Digital Secure Key.

iPhone* Touch/Face ID and Android* Fingerprint

Save time with biometric ID and pay your friends and family even faster. If your mobile phone supports iPhone touch/face ID or Android Fingerprint you can use this to log on to the Mobile app or generate codes to use for Online Banking.

*iphone, FaceID and TouchID are trademarks of Apple Inc, registered in the U.S. and other countries. Android is a trademark of Google LLC.

Digital Secure Key

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.

Overview:

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. 

For specific Physical Secure Key error messages take a look at these self help steps:

We're here to help you. Find the answers and while you're at it, tell us how we could do better.