Secure Key FAQs | Ways to Bank

Home
Ways to bank
Online banking
Secure Key FAQs

Getting started

Discover what the Secure Key does and how to get started.

What's a Secure Key?

HSBC Secure Key, as the name suggests, is like a front door key for your HSBC online banking. It is roughly half the size of a credit card and looks a bit like a calculator. It uses advanced technology to give you a unique passcode every time you log on.

Throughout history, people have always found ingenious ways to protect what's important to them. It's the same online. The HSBC Secure Key is designed to make sure only you can access your personal information.

Fraud protection - With Secure Key you have an extra layer of protection. You need your PIN number AND your personal Secure Key device to log on.
Peace of mind - Secure Key gives you greater peace of mind because you have this extra layer of security.
Easy to use - Just switch it on, enter your Secure Key PIN code and it'll give you a unique, one-off six digit passcode each time you log on. It's as simple as that.
Small and portable - It's about the same size as a credit card so it should easily fit in a wallet or purse. You can take it with you and log on to online banking anywhere you choose.

Two-factor authentication

The Secure Key is a two-factor authentication device that will help protect you from online banking fraud. Devices like these are commonly being used for secure transactions all round the world. With this technology you can enjoy far more secure online banking services.

Two-factor authentication, means you not only need a password or PIN, but you also need a device unique to you, like the Secure Key.

Much more secure

The code you need to input online is displayed on the device and therefore seen only by you. Online fraudsters can not steal something you physically have. This extra layer is something unique for each user.

Protection for transactions

All online banking transactions (such as fund transfers to non-designated accounts) need to be authenticated by a device held only by you. This means that even if a third party manages to get your log on details, they still won't be able to fraudulently carry out transactions without your secure key device.

You will be able to access online banking without the Secure Key with limited service only. To maintain security your Secure Key must be used when updating your personal information or if you wish to make payments.

I have not received my Secure Key

If you haven't got an HSBC Expat Secure Key, simply call us and we'll arrange for one to be sent to you. It will take approximately five working days to arrive to a UK address, overseas will take longer. If you do not receive it by then, please contact us again.

How do I get a Secure Key?

If you haven't got an HSBC Expat Secure Key, simply call us and we'll send one to you. Depending on the country you live in, it may take up to 14 days to reach you. If you do not receive it by then, please contact us again.

How do I activate my Secure Key?

You'll need to activate your Secure Key before you use it for the first time.

Log on to online banking like you normally would, and you will be prompted to activate your device.

Enter the activation code we sent you. If you don't have it, you can request a new one onscreen
Enter the serial number on the back of your security device
Follow the onscreen instructions to create a PIN and generate your first security code

You have 60 days to activate your Secure Key. Please contact us on +44 1534 616 171 if you're having problems.

Can I have a second Secure Key, one for work and one for home?

To maintain the security and integrity of the system, only one Secure Key can be activated and linked to each customer. The Secure Key has been designed so that it is small enough to carry in a wallet or purse with your cards or attached to a key ring.

What do I do if I do not have my Secure Key with me?

Should you need access to your accounts and do not have your Secure Key with you a limited service will be available or our telephone banking teams will be more than happy to assist you. Once identified, they are able to assist you with any enquiries you have about your account or make payments on your behalf.

Can I use someone else's Secure Key?

No. Once you activate your Secure Key, it's uniquely linked to you.

As I have several accounts with HSBC will I need to have a Secure Key for each?

Yes, each HSBC secure key is unique to each HSBC entity. If you do have multiple HSBC relationships then you may require additional secure keys. This is because HSBC Expat takes the security of its internet customers very seriously. We are constantly evolving how we keep you protected and Secure Key is the latest of these innovations. In the face of increasingly sophisticated online threats, it gives valuable added protection.

Troubleshooting

Find out what to do if you’re having problems with your PIN on your Secure Key.

I forgot my PIN/passcode. How do I reset it?

You can only reset your PIN once you've locked your device by entering the wrong PIN three times. Once you have done this, 'Lock PIN' will display on your Secure Key's screen, along with a seven-digit unlock code. Go to the online banking log on page, locate the security code field and then select the 'forgot PIN' link. From there, enter the answers to your security questions, enter the unlock code from your device and follow the onscreen instructions to create a new PIN.

What if I forget or lock one of my log in details or PIN?

You can reset any one of your log on details on line by using your security questions and other log on details. Simply follow the appropriate links on the log on pages.

What if I forget all my log on details?

This is a two stage process.

We will first ask you to complete an offline reset form, with details of what you would like your new memorable question/answer and security questions to be.

You then need to call us (Premier: +44 1534 616 313 / Advance: +44 1534 616 212) where we will identify you with your 10-digit Personal Banking Number and 6-digit PIN and activate your new security details. You can then log on using the new details.

Can I change any of my log on details in the future?

Yes, you can change any of your log on security details, but not your Username. You can do this by selecting 'Services' in the online banking left-hand menu, once you have logged on. These display as:

Change password
Change memorable question and answer
Change security questions and answers (You will need to log on with your Secure Key to change these)

If you would like to change your 'Secure Key PIN', you will need to do this when you log on. Simply select 'Locked/Forgotten your Secure Key PIN?' and follow the on-screen prompts.

As good online security practice, we recommend you change these security details at least every 90 days.

Updating or replacing your Secure Key

Discover how to replace your device or its battery.

How do I get a replacement Secure Key?

Please contact us to get a replacement arranged. A replacement will take approximately five working days to arrive to a UK address, overseas will take longer. In the interim you can continue to use telephone banking.

When you receive your new Secure Key, you'll be prompted to activate it next time you log on to Online Banking.

Do you have an accessible Secure Key?

Yes. If you need a device with larger numbers or audio, just let us know and we can provide one.

How do I replace the battery in my Secure Key?

The batteries for your Secure Key are unique to the device. If your battery has run out of power, please contact us and we'll order a new device for you.

Understanding error codes

Check our list to see what you need to do if you see an error code.
Error code	What this means
NEW PIN _	You will need to create a new Secure Key PIN. Think of a PIN between 4 and 8 digits long. You should avoid using sequential or repeated numbers such as 1234 or 1111. Enter this in to your Secure Key. Press the yellow button. Note: If you make a mistake entering your PIN, you can use the green button to delete the last digit you have input.
PIN CONF _ _ _ -	The PIN you are setting up needs to be confirmed. Re-enter the PIN into the Secure Key.
NEW PIN CONF HSBC	You have successfully set-up your PIN. You can now use your Secure Key to generate a security code.
FAIL Pin	Your confirmation PIN did not match the first PIN entered. Press the yellow button and repeat the steps to set up a PIN.
NEW PIN not SAFE	The new PIN that you have entered is not safe and could be guessed. Please enter another PIN. The PIN should be between 4 and 8 digits long and should not be sequential or use repeating numbers. For example - you should avoid using 1234 or 1111.
PIN _ _ _ _	Secure Key is waiting for you to enter your PIN. Enter your PIN. The number of dashes shown on the screen, is equal to the number of digits in your PIN.
HSBC	This is the welcome screen. You will see this once your PIN has been accepted. Press the green button to generate your security code.
PIN FAIL 1	The PIN entered is incorrect. Press the green button lightly and quickly - do not hold it down. This will return you to the PIN entry screen. You will then be prompted to input your PIN again.
PIN FAIL 2	The PIN entered is incorrect. Press the green button lightly and quickly - do not hold it down. This will return you to the PIN entry screen. You will then be prompted to input your PIN for the third time. To protect you from fraud, the Secure Key will lock after three incorrect PIN entries.
PIN FAIL 3	The entered PIN is incorrect. The Secure Key is locked and will need to be reset. To do this start to log-on and enter your user ID. At the next screen click the 'Forgotten your Secure Key PIN' link which you will find under the field 'Generate and Enter The Six Digit Security Code'. Follow the on screen instructions.
LOCK PIN 4635135	Your HSBC Secure Key is locked. To continue using Internet Banking, you will need to unlock it. A reset code needs to be generated to unlock the Secure Key. To do this: - Start to log-on and enter your user ID. - At the next screen click the 'Forgotten your Secure Key PIN' link which you will find under the field 'Generate and Enter The Six Digit Security Code'. - Follow the on screen instructions. Once you have the reset code, press the green button lightly and quickly - but do not hold it down. You will then be prompted to input the reset code.
LOCK PIN - - - - - - -	Secure Key is waiting for you to enter your PIN reset code. Input the seven digit PIN reset code. Once input correctly, you will be prompted to set up a new PIN.
LOCK PIN FAIL 1	The PIN reset code has been entered incorrectly. Press the green button lightly and quickly - do not hold it down. You will then be prompted to enter the reset code again. You should ensure that you are entering the reset code exactly as it appears on screen.
LOCK PIN FAIL 2	The PIN reset code has been entered incorrectly. Press the green button lightly and quickly - do not hold it down. You will then be prompted to enter the reset code again. You should ensure that you are entering the reset code exactly as it appears on screen. To protect you from fraud, the Secure Key will lock after three incorrect entries.
LOCK PIN FAIL 3	The PIN reset code was entered incorrectly for the third time. The Secure Key is now temporarily locked. This message will remain on the screen of the Secure Key until the lock out has expired, then the Key will automatically power off. When the Secure Key is turned back on 'LOCK PIN' and a 7 digit number will be displayed on the screen. Press the green button lightly and quickly, do not hold it down and enter the same PIN reset code again. You should ensure that you are entering the code exactly as it appears on screen.
LOCK PIN FAIL 4	The PIN reset code was entered incorrectly for the fourth time. The Secure Key is now temporarily locked. This message will remain on the screen of the Secure Key until the lock out has expired, then the Key will automatically power off. When Secure Key is turned back on, 'LOCK PIN' and a 7 digit number will be displayed on the screen. Press the green button lightly and quickly, do not hold it down and enter the same PIN reset code again. You should ensure that you are entering the reset code exactly as it appears.
LOCK NEW PIN -	Secure Key is unlocked and a new PIN needs to be set-up. Think of a PIN between 4 and 8 digits long. You should avoid using sequential or repeated numbers such as 1234 or 1111. Enter this in to your Secure Key. Press the yellow button. Note: If you make a mistake entering your PIN, you can use the green button to delete the last digit you have input.
LOCK PIN CONF _ _ _ _ _ _ _ _ _	The PIN you are setting up needs to be confirmed. Please re-enter your chosen PIN.
LOCK FAIL Pin	Your confirmation PIN did not match the first. Press the yellow button and repeat the steps to set up a PIN.
LOCK NEW PIN NOT SAFE	The new PIN you have entered is not safe and could be guessed. Please enter another PIN. For example - you should avoid using sequential or repeated numbers such as 1234 or 1111.
button	One of the buttons on your Secure Key has been held down for too long. To save battery power, Secure Key will automatically power off. You should turn the Secure Key back on, enter your PIN and repeat what you were trying to do.
bAtt 2	The battery power is running low. Don't worry - there are still approximately 2 months of power remaining. You should order a replacement Secure Key by calling +44 1534 616 171. Calls may be monitored and/or recorded for security and service improvement purposes.
bAtt 1	The battery power is running low. Don't worry - there's still approximately 1 month of power remaining. You should order a replacement Secure Key by calling +44 1534 616 171. Calls may be monitored and/or recorded for security and service improvement purposes.
bAtt 0	The battery power is running very low. There is only minimal power left. You should order a replacement Secure Key as soon as possible. You can do this by calling +44 1534 616 171. Calls may be monitored and/or recorded for security and service improvement purposes.

Understanding error codes

Check our list to see what you need to do if you see an error code.
Error code	NEW PIN _
What this means	You will need to create a new Secure Key PIN. Think of a PIN between 4 and 8 digits long. You should avoid using sequential or repeated numbers such as 1234 or 1111. Enter this in to your Secure Key. Press the yellow button. Note: If you make a mistake entering your PIN, you can use the green button to delete the last digit you have input.

Error code	PIN CONF _ _ _ -
What this means	The PIN you are setting up needs to be confirmed. Re-enter the PIN into the Secure Key.

Error code	NEW PIN CONF HSBC
What this means	You have successfully set-up your PIN. You can now use your Secure Key to generate a security code.

Error code	FAIL Pin
What this means	Your confirmation PIN did not match the first PIN entered. Press the yellow button and repeat the steps to set up a PIN.

Error code	NEW PIN not SAFE
What this means	The new PIN that you have entered is not safe and could be guessed. Please enter another PIN. The PIN should be between 4 and 8 digits long and should not be sequential or use repeating numbers. For example - you should avoid using 1234 or 1111.

Error code	PIN _ _ _ _
What this means	Secure Key is waiting for you to enter your PIN. Enter your PIN. The number of dashes shown on the screen, is equal to the number of digits in your PIN.

Error code	HSBC
What this means	This is the welcome screen. You will see this once your PIN has been accepted. Press the green button to generate your security code.

Error code	PIN FAIL 1
What this means	The PIN entered is incorrect. Press the green button lightly and quickly - do not hold it down. This will return you to the PIN entry screen. You will then be prompted to input your PIN again.

Error code	PIN FAIL 2
What this means	The PIN entered is incorrect. Press the green button lightly and quickly - do not hold it down. This will return you to the PIN entry screen. You will then be prompted to input your PIN for the third time. To protect you from fraud, the Secure Key will lock after three incorrect PIN entries.

Error code	PIN FAIL 3
What this means	The entered PIN is incorrect. The Secure Key is locked and will need to be reset. To do this start to log-on and enter your user ID. At the next screen click the 'Forgotten your Secure Key PIN' link which you will find under the field 'Generate and Enter The Six Digit Security Code'. Follow the on screen instructions.

Error code	LOCK PIN 4635135
What this means	Your HSBC Secure Key is locked. To continue using Internet Banking, you will need to unlock it. A reset code needs to be generated to unlock the Secure Key. To do this: - Start to log-on and enter your user ID. - At the next screen click the 'Forgotten your Secure Key PIN' link which you will find under the field 'Generate and Enter The Six Digit Security Code'. - Follow the on screen instructions. Once you have the reset code, press the green button lightly and quickly - but do not hold it down. You will then be prompted to input the reset code.

Error code	LOCK PIN - - - - - - -
What this means	Secure Key is waiting for you to enter your PIN reset code. Input the seven digit PIN reset code. Once input correctly, you will be prompted to set up a new PIN.

Error code	LOCK PIN FAIL 1
What this means	The PIN reset code has been entered incorrectly. Press the green button lightly and quickly - do not hold it down. You will then be prompted to enter the reset code again. You should ensure that you are entering the reset code exactly as it appears on screen.

Error code	LOCK PIN FAIL 2
What this means	The PIN reset code has been entered incorrectly. Press the green button lightly and quickly - do not hold it down. You will then be prompted to enter the reset code again. You should ensure that you are entering the reset code exactly as it appears on screen. To protect you from fraud, the Secure Key will lock after three incorrect entries.

Error code	LOCK PIN FAIL 3
What this means	The PIN reset code was entered incorrectly for the third time. The Secure Key is now temporarily locked. This message will remain on the screen of the Secure Key until the lock out has expired, then the Key will automatically power off. When the Secure Key is turned back on 'LOCK PIN' and a 7 digit number will be displayed on the screen. Press the green button lightly and quickly, do not hold it down and enter the same PIN reset code again. You should ensure that you are entering the code exactly as it appears on screen.

Error code	LOCK PIN FAIL 4
What this means	The PIN reset code was entered incorrectly for the fourth time. The Secure Key is now temporarily locked. This message will remain on the screen of the Secure Key until the lock out has expired, then the Key will automatically power off. When Secure Key is turned back on, 'LOCK PIN' and a 7 digit number will be displayed on the screen. Press the green button lightly and quickly, do not hold it down and enter the same PIN reset code again. You should ensure that you are entering the reset code exactly as it appears.

Error code	LOCK NEW PIN -
What this means	Secure Key is unlocked and a new PIN needs to be set-up. Think of a PIN between 4 and 8 digits long. You should avoid using sequential or repeated numbers such as 1234 or 1111. Enter this in to your Secure Key. Press the yellow button. Note: If you make a mistake entering your PIN, you can use the green button to delete the last digit you have input.

Error code	LOCK PIN CONF _ _ _ _ _ _ _ _ _
What this means	The PIN you are setting up needs to be confirmed. Please re-enter your chosen PIN.

Error code	LOCK FAIL Pin
What this means	Your confirmation PIN did not match the first. Press the yellow button and repeat the steps to set up a PIN.

Error code	LOCK NEW PIN NOT SAFE
What this means	The new PIN you have entered is not safe and could be guessed. Please enter another PIN. For example - you should avoid using sequential or repeated numbers such as 1234 or 1111.

Error code	button
What this means	One of the buttons on your Secure Key has been held down for too long. To save battery power, Secure Key will automatically power off. You should turn the Secure Key back on, enter your PIN and repeat what you were trying to do.

Error code	bAtt 2
What this means	The battery power is running low. Don't worry - there are still approximately 2 months of power remaining. You should order a replacement Secure Key by calling +44 1534 616 171. Calls may be monitored and/or recorded for security and service improvement purposes.

Error code	bAtt 1
What this means	The battery power is running low. Don't worry - there's still approximately 1 month of power remaining. You should order a replacement Secure Key by calling +44 1534 616 171. Calls may be monitored and/or recorded for security and service improvement purposes.

Error code	bAtt 0
What this means	The battery power is running very low. There is only minimal power left. You should order a replacement Secure Key as soon as possible. You can do this by calling +44 1534 616 171. Calls may be monitored and/or recorded for security and service improvement purposes.

HSBC Secure Key FAQs

On this page