What's the point of Secure Key and Digital Secure Key?
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.
What's the difference between Digital Secure Key and a physical Secure Key?
The Digital Secure Key lives on your smartphone - it's been designed to work with our Banking on the go App. Have a look at our Banking on the go Appopens a new window 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.
Do I have to use a Secure Key?
No. But you'll only have limited access to Internet Banking if you choose not to have one.
Can I have a Secure Key as well as a Digital Secure Key?
No. To maintain security, you can only have one Secure Key at any time. But if you choose one and change your mind, just call us on 03 456 100 100 and we'll swap you over.
Can I change my mind, after I have chosen a Secure Key type or not to have one?
Of course you can - call us on 03 456 100 100 and we'll swap you over.
How do the Secure Key and Digital Secure Key actually work?
Both Secure Keys work by generating a security code that you enter when logging on to Internet 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 Internet and Mobile Banking services.
What are the benefits of a Digital Secure Key over a Secure Key?
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. If you use our Banking on the go App, the 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 Banking on the go Appopens a new window page to see if you have a compatible device.
Can I use Mobile Banking as well as Internet Banking with either a Secure Key or a Digital Secure Key?
Yes you can. Whether you prefer Mobile Banking with the app or Internet Banking, both our Secure Key and Digital Secure Key will work.
What happens if I don't have my Secure Key or Digital Secure Key with me? Can I use someone else's?
No. Once a Secure Key or Digital Secure Key has been activated, it's uniquely linked to you. But this doesn't mean you can't access your accounts if you don't have yours with you. You can still log on without it - but you'll only have access to limited services. If you need to do something that's restricted without your Secure Key, call us on 03 456 100 100 and we'll take care of it for you.
Why introduce limited Internet Banking access?
Some customers don't want a Secure Key, and that's fine, but we're still ultimately responsible for keeping their money safe. So this is a compromise, giving those customers some access, but limiting the risk.
Is my account less secure if I don't use a Secure Key?
No, because we've devised our system so that higher risk transactions, like payments to new beneficiaries, can only be carried out using a Secure Key. We take the security of our customers' accounts very seriously - always have, always will - and as online threats change, we'll constantly evolve the ways we protect you and your money.
I'm going to have difficulty using the buttons or reading the Secure Key display, what should I do?
We have special, larger Secure Keys just for you - call 03 456 100 100 to order one.
How do I log on without my Secure Key?
Easily. Simply select the link at the top of the log on page on the desktop website. You'll need your username, memorable answer and characters from your electronic password. But you'll only be able to use certain, low risk, features.
Digital Secure Key is part of our Banking on the go App and generates a unique, single use security code which a criminal can't replicate. Have a look at our Banking on the go Appopens a new window 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 Internet Banking and access all the features.
App
To log on to the app either enter your Digital Secure Key password or use the Touch ID fingerprint reader if you have a compatible device.
Can I have a Digital Secure Key on more than one device?
No. For security reasons, your Digital Secure Key can only be registered to one device at a time. If you'd like to change the mobile device your Digital Secure Key is linked to, just call us on 03 456 100 100.
Can I use my tablet as my Digital Secure Key?
You can't set up a Digital Secure Key on an iPad or other tablet device. But you can activate a Digital Secure Key by downloading the first direct Banking on the go App. Have a look at our Banking on the go Appopens a new window page to see if you have a compatible device.
Can I use my Windows Phone® device as my Digital Secure Key?
No. You can't set up a Digital Secure Key on a Windows Phone® device.
Can two people use the same phone as their Digital Secure Keys?
No. We can only register one Digital Secure Key to any one device.
Can I change from a Digital Secure Key to a Secure Key or vice versa?
Yes. Just give us a call on 03 456 100 100, and we'll arrange it all for you.
Can I still generate a security code and/or use the App if I have no internet or phone signal on my mobile device?
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 Internet 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.
Will I need roaming on or off on my mobile if I'm using it abroad as a Digital Secure Key?
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 Internet 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.
What happens if I want to sell the mobile phone I have my Digital Secure Key on?
Before you sell your mobile phone, first deactivate your Digital Secure Key, which you can do by calling us on 03 456 100 100. We recommend that you also reset the old phone to factory settings.
What happens if I upgrade the phone I have my Digital Secure Key on?
If you still have your old phone, simply begin the activation of your Digital Secure Key on your new device and it'll automatically deactivate the old one. We recommend that you also reset the old phone to factory settings. If you don't still have the phone, you'll need to call us on 03 456 100 100 so we can deactivate the Digital Secure Key on it for you.
What should I do if I accidentally delete my Banking on the go App?
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.
What happens if the mobile with my Digital Secure Key is lost or stolen?
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.
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 Internet Banking. It's just an extra layer of security to look after you and your money.
Can I have a second Secure Key, one for work and one for home?
No. To maintain the security and integrity of the system, only one Secure Key can be activated and linked to each customer.
This doesn't mean you can't access your accounts if you've forgotten or lost your Secure Key. You'll still have access to limited services on Internet Banking by selecting the link at the top of the log on page. If there's anything you'd like to do that's restricted without your Secure Key, just call us on 03 456 100 100 and we'll help you out.
Can I change from a Digital Secure Key to a Secure Key or vice versa?
Yes. Just give us a call on 03 456 100 100 and we'll swap you over.
What happens if I lose my Secure Key or it breaks?
Call us and we'll send you a replacement Secure Key. You'll need to activate it before you can use it, but you can do this easily online.
I lost my Secure Key but now I've found it, can I use it?
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.
What do I do with my old Secure Key?
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.
iPhone, iPad, iPod touch and Touch ID are trademarks of Apple Inc., registered in the U.S. and other countries. Android is a trademark of Google Inc. Windows Phone® is either a registered trademark or a trademark of Microsoft Corporation in the United States and/or other countries.
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Secure Key options
You can choose one of three Secure Key options - digital, physical or none at all. The type that's best for you depends on the way you prefer to bank.
Your Secure Key is smart enough to tell you if something's gone wrong. Here, you'll find information on how to handle any problems or error messages you might encounter.
