Secure Key support

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, but if you're still having problems, please call us on 03 456 100 100.

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 Internet 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 calling:

03 456 100 100

+44 113 234 5678 from abroad

Minicom: 03 456 100 147