HSBC Security Device FAQs

The Security Device adds a layer of protection to your online banking transactions. Once you activate your device, it is uniquely linked to you and allows you to carry out transactions online securely.

The Security Device provides one-time codes that are only valid for a short period of time, which you input to carry out online banking transactions. 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 device.

Once you get your device, you'll have up to 60 days to activate it.

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

• Enter the one-time 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 6-digit security code.

1. Press the green button on the bottom right of the device and hold it for two seconds.
2. “NEW PIN” will display on the device screen.
3. Enter your PIN (between four and eight digits long) and press the yellow button on the bottom left of the device.
4. “PIN CONF” will be displayed on the device screen. Re-enter your PIN for confirmation.
5. “NEW PIN CONF” will display for two seconds if your PIN is successfully setup.

Press the green button on the bottom right of the device and hold it for two seconds. When the screen prompts for a PIN, enter your four-to-eight-digit PIN. When the device unlocks, 'HSBC' will appear on the screen. This means it's ready for use.

• NEW PIN
  You need to create a new PIN. It should be 4-8 numbers long. Avoid using sequential or repeated numbers such as 1234 or 1111. Enter the new PIN into your device and press the yellow button. If you make a mistake entering your PIN, you can use the green button to delete the last digit you entered.
• PIN CONF
  The PIN you are setting up needs to be confirmed. Re-enter the same PIN into your device.
• NEW PIN CONF HSBC
  You successfully set up your PIN. You can now use your device to generate security codes.
• FAIL PIN
  You tried to confirm a PIN and it didn't match the first PIN you entered. Press the yellow button and repeat the steps to set up a new PIN
• NEW PIN not SAFE
  The PIN you tried to set up is not safe and could be easily guessed. You need to try setting up another PIN.
• PIN_ _ _ _ _ _
  Your device is waiting for you to 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
  You entered the wrong PIN. Press the green button lightly and quickly (without holding it down). This will return you to the PIN entry screen where you can try again.
• PIN FAIL 2
  You entered the wrong PIN twice. Press the green button lightly and quickly (without holding it down). This will return you to the PIN entry screen where you can try again.
• PIN FAIL 3
  You entered the wrong PIN three times. Your device is now locked and will need to be reset. To do this, go to the online banking log on page and enter your user ID. At the next screen, select the 'forgotten PIN' option. Follow the onscreen instructions.
• LOCK PIN 4635135
  Your device is locked. You need to get a reset code to unlock the device. Go to the online banking log on screen and enter your user ID. At the next screen, select the 'forgotten PIN' option. Follow the onscreen instructions.
• LOCK PIN FAIL 1
  You entered the wrong PIN reset code. Press the green button lightly and quickly (don't hold it down). You will be prompted to enter the reset code again. Make sure you enter the reset code exactly as it appears on your online banking screen.
• LOCK PIN FAIL 2
  You entered the wrong PIN reset code twice. Press the green button lightly and quickly (don't hold it down). You will be prompted to enter the reset code again. Make sure you enter the reset code exactly as it appears on your online banking screen.
• LOCK PIN FAIL 3
  You entered the wrong PIN reset code three times and your device is temporarily locked. This error code will stay on your screen until the lock-out expires. Then your device will automatically power off. Once you can turn the device back on, 'LOCK PIN' and a seven-digit number will display. Press the green button lightly and quickly (don't hold it down). Then enter the same PIN reset code again. Make sure you enter the code exactly as it appears on your online banking screen.
• LOCK PIN FAIL 4
  You entered the wrong PIN reset code four times and your device is temporarily locked. This error code will stay on your screen until the lock-out expires. Then your device will automatically power off. Once you can turn the device back on, 'LOCK PIN' and a seven-digit number will display. Press the green button lightly and quickly (don't hold it down). Then enter the same PIN reset code again. Make sure you enter the code exactly as it appears on your online banking screen.
• LOCK NEW PIN
  The device is unlocked and you need to set up a new PIN. It needs to be 4-8 numbers long. If you make a mistake entering your PIN, use the green button to delete the last digit you input.
• LOCK PIN CONF _ _ _ _ _ _ _ _
  You need to confirm the new PIN you're setting up. Re-enter your chosen PIN.
• LOCK FAIL PIN
  The second PIN you entered didn't match the first one. Press the yellow button and repeat the steps to set up a PIN.
• LOCK NEW PIN not SAFE
  The new PIN you entered isn't safe and could be easily guessed. Enter another PIN.
• button
  You held down a button on your device for too long. To save battery power, the device will automatically shut off. To turn it back on, enter your PIN and repeat what you were trying to do.
• bAtt 2
  The battery on your device is running low. You have about two months of power left. You'll need to order a replacement device.
• bAtt 1
  The battery on your device is running low. You have about one month of power left. You'll need to order a replacement device.
• bAtt 0
  The battery on your device has nearly run out of power. Order a replacement device as soon as possible.

Please call our Customer Service Helpline: 801 801 HSBC (801 801 4722) or 210 696 2000 if you are calling from a mobile phone or abroad. If you are an HSBC Premier Customer, please call the HSBC Premier Priority Line at 800 800 HSBC (800 800 4722) or at 210 696 2150. If you are an HSBC Advance customer, please call 801 801 4747 or 210 696 2170.

Monday to Friday 9am to 4pm.

The batteries for your Security Device 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. 

You can change your PIN easily as long as you remember your old PIN.

1. First, turn on the device and enter your old PIN to unlock it
2. Press the 8 key for 2 seconds
3. Then enter a new PIN (between four and eight digits long) and press the yellow button on the bottom left of the device
4. Re-enter the new PIN
5. 'New PIN CONF' will display for two seconds if your PIN is successfully reset

You can 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 Security Device's screen, along with a seven-digit unlock code. Then contact us to reset your PIN. Please call our Customer Service Helpline: 801 801 HSBC (801 801 4722) or 210 696 2000 if you are calling from a mobile phone or abroad. If you are an HSBC Premier customer, please call the HSBC Premier Priority Line at 800 800 HSBC (800 800 4722) or at 210 696 2150. If you are an HSBC Advance customer, please call 801 801 4747 or 210 696 2170. Monday to Friday 9am to 4pm.

No. Once you activate your Security Device, it's uniquely linked to you.

When you make a transfer or bill payment, you'll need to use your Security Device to generate a transaction signing code. This tells our systems that it's really you who is making the transaction.

According to Payment Services Directive II (PSDII) and Commission Delegated Regulation (EU) 2018/389 (which came into effect on 14 September 2019), it is required that when making a transfer to a new person or to a new company (currently known as Adding a Payee), you must now input into your Secure Key token, not only the last 5 five digits of the beneficiary’s account but also the amount of the payment, in order to generate the six-digit transaction signing code and complete the transfer/payment order.

Please find some examples below:

For a transfer with IBAN GRFR7630056001230123000360812 and an amount to pay EUR 320.10, you would enter the following in the Security device: 6081232010.

For a transfer or bill payment with Account Number 23452767 and an amount to pay is €123.40, you would enter the following in the Security device: 5276712340.

For a transfer with IBAN GRFR7630056001230123000360812 and an amount to pay EUR 0.75, you would enter the following in the Security device: 60812075.

For a transfer with IBAN GRFR7630056001230123000360812 and an amount to pay EUR 100, you would enter the following in the Security device: 6081210000.