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Secure Key support
General FAQs
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To keep you and your money as safe as possible. We take your security very seriously and we're constantly looking for new, better ways to protect your information and money. Online criminals are becoming more devious - we have to get smarter to stay one step ahead. Right now, that's by using a Secure Key.
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The Digital Secure Key lives on your smartphone - it's been designed to work with our App. Have a look at our App page to see if you have a compatible device.
Secure Key is a physical device, small enough to tuck in your wallet or purse or attach to your keyring.
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No. To maintain security, you can only have one Secure Key at any time. We recommend a Digital Secure Key because its built into your Mobile App, meaning your App experience when logging on and authorising payments will be seamless as you can use fingerprint or face recognition to do this.
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Yes, we would recommend you do this. A Digital Secure Key will make logging on and authorising payments much easier than with your Physical Secure Key. Once you've downloaded the first direct Mobile Banking App, just go to the "more" menu, select "security settings", and "activate Digital Secure Key".
Watch our video on how to switch to a Digital Secure Key.
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Both Secure Keys work by generating a security code that you enter when logging on to Online Banking, so we know it's you. Each unique security code is only valid for a limited time and will give you full access to all our Online and Mobile Banking services.
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Convenience. Most people have their mobile phone with them all the time, so choosing the Digital Secure Key means you don't have to remember to carry an extra bit of tech.
A Digital Secure Key will make logging on much quicker and easier. Plus, you can also use it to log on on your desktop or laptop too. Have a look at our App page to see if you have a compatible device.
It's quicker and easier to reset if anything goes wrong.
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No. Once a Physical Secure Key or Digital Secure Key has been activated, it’s uniquely linked to you.
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We have special, larger Secure Keys just for you - call 03 456 100 100 to order one.
Digital Secure Key FAQs
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Digital Secure Key is part of our App and generates a unique, single use security code which a criminal can't replicate. Have a look at our App page to see if you have a compatible device.
Website
For secure access to the desktop website simply select 'Generate Security Code' on the App homescreen and enter your Digital Security Key password. The App will then generate a six digit log on security code which you can use to log on securely to the first direct Online Banking and access all the features.
App
To log on to the app, enter either your Digital Secure Key password or (if compatible) the biometric supported by your device.
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No. For security reasons, your Digital Secure Key can only be registered to one device at time. Watch our video to see how to set up your Digital Secure Key on a different device.
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No. We can only register one Digital Secure Key to any one device.
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Yes you can, but this something we not recommend.
New regulations mean you'll need to authorise your payments using a Secure Key more often in future, and its easier to do this with a Digital Secure Key that sits on your Mobile App. Please also be aware it can take upto 15 days for a Physical Secure Key to arrive in the post.
If you still wish to go ahead, you can call us on 03 456 100 100 to talk to us about switching to a Physical Secure Key.
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You don't need internet or phone signal to be able to use the Digital Secure Key but you do need a 3G, 4G or Wi-Fi signal to access Online Banking services on the app. You'll also need it to be able to download and initially set up the Digital Secure Key. Please note that internet usage on a 3G or 4G connection will be subject to your phone provider's usual charges and usage allowances.
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To use the Digital Secure Key you don't need a mobile signal, so in this instance roaming could be turned off. But, in order to access the Online Banking services using the app, you would need an internet connection - so roaming would need to be turned on. If you use this service abroad, standard roaming data charges will apply depending on your network.
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Before you sell your mobile phone, first deactivate your Digital Secure Key. You can do this from the ‘Security settings’ menu within the App. We recommend that you also reset the old phone to factory settings.
Watch our video on how to set up your Digital Secure Key on a new device.
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If you still have your old phone, just log on to your App with your Digital Secure Key as usual and select ‘Security Settings’ from the ‘More’ menu.
Next, select ‘Deactivate’, to deactivate your Secure Key and ‘Deactivate Now’.
You’ll then be able to set up your Digital Secure Key again when you download the App on your new phone by following the simple on-screen instructions.
If you don’t still have the old phone, you’ll need to call us on our usual number so we can deactivate your Digital Secure Key for you.
You can see how to set up a Secure Key on your new phone on our helpful videos page.
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Don't worry. You just need to re-install the app to your phone and then call us on 03 456 100 100 to arrange to re-install your Digital Secure Key again too.
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Call us on 03 456 100 100 as soon as you realise you've lost your phone, so we can deactivate both your Digital Secure Key and the app.
If you then find your old phone, you won't be able to reuse your old Digital Secure Key.
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If you need to do something and you don't have your Secure Key with you, you can call us on 03 456 100 100 and we'll take care of it for you.
Physical Secure Key FAQs
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A Secure Key is a small, portable device that looks a bit like a small calculator, which generates a unique, single use security code every time you want to access Online Banking. It's just an extra layer of security to look after you and your money.
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No. To maintain the security and integrity of the system, only one Secure Key can be activated and linked to each customer.
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Yes, we would recommend you do this. A Digital Secure Key will make logging on and authorising payments much easier than with your Physical Secure Key. Once you've downloaded the first direct Mobile Banking App, just go to the "more" menu, select "security settings", and "activate Digital Secure Key".
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If you’ve lost your Secure Key or its broken, we recommend switching to a digital version. It sits on your smartphone as part of the Mobile Banking App. Most people take their phones with them everywhere these days, so you’re less likely to lose it.
If you haven’t already, just download the first direct App from your App store, and follow the instructions. Then, you can go to ‘Security Settings’ from the menu, and select ‘Activate Digital Secure Key’.
If you don't have a smartphone or compatible tablet, and need a replacement Physical Secure Key, that’s fine. Just call us on 03 456 100 100 and we’ll order another one sent out to you in the post.
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No. For security reasons, once you tell us you've lost your Secure Key, we'll immediately deactivate it. If you then find it, please return it to us either in person at any HSBC branch, or in the post, free of charge, to FREEPOST HSBC SKR CENTRE. Please make sure you write this all in capitals to make sure it reaches us.
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Please return it to us either in person at any HSBC branch, or in the post, free of charge, to FREEPOST HSBC SKR CENTRE. Please make sure you write this all in capitals to make sure it reaches us.
Your Secure Key is a very smart piece of tech – smart enough to tell you if something’s gone wrong. In this section you’ll find information on how to handle any problems or error messages you might encounter.
Yellow button
- use after you've created a new PIN
- also used to generate a transaction code for authorising new payments.
Green button
- press and hold for 2 seconds to turn it on
- press once to delete one character
- press and hold to clear all input
- after you've entered your PIN, press to generate a security code.
The Secure Key has no off button - it will turn off automatically if you don't push any buttons for 30 seconds.
Simple steps for changing your PIN
1. find the welcome screen with the 'HELLO' message
2. press and hold down the number 8 until the 'NEW PIN' message appears
3. enter your new PIN and press the yellow button
4. you'll then see the 'PIN CONF' message on screen
5. re-enter your new PIN and press the green button until you see the 'HELLO' screen again.
PINs should be between four and eight digits long.
Note: If you make a mistake entering your PIN, you can use the green button to delete the last digit.
Your PINs don't match
You'll see this message when setting up your PIN for the first time, if the two entries aren't the same.
Simply press the yellow button to return to the PIN setup and repeat the steps to set up a PIN - a bit more carefully this time...
Pick a better PIN
The PIN you've chosen is either not safe or could be easily guessed. Please choose another.
Your PIN can be made up of any numbers as long as they don't follow a logical or sequential pattern - make it as hard as you can to crack.
Whoops - wrong PIN
If you enter an incorrect PIN, you will see the message 'FAIL 1'. Press the green button lightly and quickly, do not hold it down - to enter your PIN again.
You have three attempts to enter your PIN correctly. After the third incorrect attempt ('FAIL 3'), the Secure Key will become locked. See the Lock PIN tab to find out more.
Resetting your PIN
If your first direct Secure Key is locked, you'll see a 7-digit code on screen every time you turn it on.
To reset your PIN, simply log on to Online Banking, enter your user ID and select 'Forgotten your Secure Key PIN'. Follow the instructions and you'll be given a PIN reset code.
Once you have the code, press the green button lightly and quickly - do not hold it down. Then enter the code when it tells you.
LOCK PIN FAIL
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.
Take care when entering your PIN reset code - if you enter it wrong three times you'll see this message (LOCK PIN FAIL 3) and your Secure Key will be locked for one hour, after which it will automatically turn off. When it comes back on you are back to square one and will need to reset again.
LOCK NEW PIN
Your Secure Key is unlocked and you need to create a new Secure Key PIN.
LOCK FAIL PIN
Press the yellow button to return to the PIN setup 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.
Your PIN can be made up of any numbers as long as they don't follow a logical or sequential pattern, for example 123456 or 11111.
You've held one down too long
This message tells you a button has been pressed and held for too long.
If you press and hold a button for more than 7 seconds, the device will switch off to preserve battery life.
You're running low on power
This is the low battery message.
After its first appearance, the bAtt message is displayed for two seconds each time the device is switched on. After two seconds, the device works as normal.
Here's what the different codes mean:
- bAtt 2: 2 months remaining
- bAtt 1: 1 months remaining
- bAtt 0: replacement needed.
You can't change the batteries yourself - you'll need a whole new device, which you can get by sending us a message through the ‘Message us’ option in the bottom right hand corner of Online Banking.
Please be aware - after a Secure Key is ordered, you will not be able to log into Online Banking until your new Secure Key arrives.
Alternatively, if you do not want to lose access to your accounts, and you have a compatible iOS or Android device, you may want to set up a Digital Secure Key instead. This gives you the best of both worlds, as it allows you to log in on your desktop, and unlocks the full functionality within the App.
If you would like to swap from a Secure Key to a Digital Secure Key:
- First download the first direct App and log in with your Secure Key.
- After you are logged in, go to the App menu and select ‘Security Settings’. The App menu is located in the top left on Android and in the bottom right on Apple.
- In ‘Security Settings’ please select ‘Activate Digital Secure Key’, and follow the onscreen instructions.
If you have any difficulty with this, or would prefer to talk to someone about your secure key, please call us on the number below:
+44 113 234 5678 from abroad
Minicom: 03 456 100 147