Frequently Asked Questions on HSBC Security Device

 

HSBC Internet Banking Security Enhancements

HSBC Security Device FAQ

How can I speak to someone about my HSBC Security Device?

For questions regarding the HSBC Security Device, please call 866.537.4722.

There seem to be a lot of passwords to remember. How do I know which is which?

When you are logging on without your security device, we will ask you for your username, memorable answer, and 3 random characters of your password.

When you activated your HSBC Security Device, you also created either a PIN (for the physical device) or a Passcode (for the digital device). These credentials allow you to generate security codes to log in with your device or to sign for certain transactions, like wires.

I don't remember my Digital Security Device Passcode. How can I reset it?

You can reset your Passcode by launching the HSBC Mobile Banking App and selecting the "Log On" button from the home screen. From there, click on "Help" in the upper right corner, then "Forgotten your Security Device Passcode." Answer your security questions, select how you would like to receive a passcode reset number, and follow the instructions to create a new passcode.

I don't remember my Physical Security Device PIN. How can I reset it?

You will first have to lock your device by entering an incorrect PIN three times until "Lock PIN" is displayed on the screen, along with a 7-digit unlock code. Then, go to Personal Internet Banking from your computer browser and select "Forgot your Security Device PIN" underneath the field to enter a security code. From there, enter the answers to your security questions and your unlock code from the device, and follow the instructions to create a new PIN.

Why isn't the security code that I just generated from my Digital Security Device working? I know I am entering it correctly.

You may be entering an incorrect Digital Security Device Passcode. As a security feature, the app will still generate a security code even if you have entered an incorrect Passcode. Verify that your passcode is correct by using it to log on to your mobile app.

When I enter my username in the mobile app it says it's an invalid log on ID, but when I'm using a computer, my username is accepted. Is it different when I use the mobile app?

You will use the same username no matter how you log on. If you are seeing this error in the mobile app, make sure the country/region listed at the upper right corner is set to United States (English).

I just received my new Security Device but don't plan on using it, as I am closing my accounts anyway. What should I do with it - do I have to return it or can I just throw it out? Can I give it to my banker in the branch?

We are sorry that you have decided to close your accounts. Please take your old device to an electronics recycling center. Your city or town would be able to provide guidance on where one is close to your home.

Thanks for the new HSBC Security Device, but I already lost it and don't know where it is - what do I do now?

If you lose your HSBC Security Device, please call the Contact Center at 866.537.4722 and we will order you a new one. If you have an iPhone or Android smartphone, you might want to consider the Digital Security Device, which is part of the HSBC Mobile Banking App, so that you won't have anything additional to carry.

There is no way I am going to keep another fob on my key ring or carry this around. Isn't there a way that I can just do my online banking like I used to without using this?

You do still have the option to log on to Personal Internet Banking without your HSBC Security Device, but you will not be able to conduct certain transactions. Alternatively, once you activate your HSBC Security Device, if you have an iPhone or Android smartphone, you have the option to switch from a Physical Security Device to a Digital Security Device, which you can download via the HSBC Mobile Banking App to your mobile phone. This might be a better option if you usually have your phone with you, since there is nothing extra that you will need to carry.

Can you help me with this new HSBC Security Device you just sent? I don't have time to read the directions on your website - can't you just tell me how this works so I can log on and see my accounts?

You will first need to activate your device. To do that, log on to Personal Internet Banking like you normally would, and then you will be prompted to activate your device.

  • First, you will need to retrieve and enter the activation code that we sent to you via email.
  • Then, enter your serial number from the back of your device into the fields on your desktop Personal Internet Banking.
  • Next, follow the on screen instructions for creating a PIN and generating a security code.

You have now activated your HSBC Security Device and can begin using it right away. If you don't have time to activate your Security Device right now, you can still log on without it, but you will not be able to conduct certain transactions.

The battery died in my security device. What kind of battery does this take so I can go buy a new one?

The batteries for the HSBC Security Device are unique to the device. If your battery died, please call the Contact Center and we can order a new device for you. Please take your old device to an electronics recycling center.

What types of transactions require me to use my new HSBC Security Device?

Adding or modifying a payee for bill pay, adding or changing a beneficiary for wire transfers, adding a country on Global View and performing Global Transfers, and launching Bank to Bank transfers all require the use of an HSBC Security Device. It is important to note that the types of transactions that require the use of an HSBC Security Device may change over time to reflect the changing needs of our business and to protect our customers as best we can.

How does the HSBC Security Device work?

A HSBC Security Device works by generating a Security Code that you will enter when you log on to Personal Internet Banking and to authenticate yourself further once you are logged on.

Do I need the HSBC Security Device every time I log on? What if I don't have it with me?

We encourage you to use the HSBC Security Device each time you log on for the most secure Personal Internet Banking experience. However, you can select the "Without Security Device" tab on the log on page to log on without your device. If you attempt to access certain transactions which require the use of a HSBC Security Device, you will be asked to "step up" your authentication level by entering a security code from your device.

What happens if I do not have my HSBC Security Device with me? Can I use someone else's?

No. Once an HSBC Security Device has been activated, it's uniquely linked to you. If you don't have it with you, you can still log on by selecting the "Without Security Device" tab on the logon page, but you will not be able to access certain transactions.

What happens if I lose/ break the mobile phone with my Digital Security Device linked or if it is stolen? What if I replace my smartphone?

If your HSBC Digital Security Device is no longer working or in your possession, call us and we'll immediately deactivate it from your accounts to prevent fraudulent access. We can then arrange to send you a new activation code and you can activate the Digital Security Device on your new smartphone. If you find your old phone, you won't be able to reuse your old Digital Security Device.

If you replace your smartphone and still have the old one working and in your possession, you can switch your Digital Security Device from your old smartphone to your new one. Simply download the HSBC Mobile Banking App on your new phone, select "Activate Digital Security Device" from the settings menu, and follow the instructions to switch your device over. Please note that while you do not need cellular service or internet access to generate a security code from your old phone, it does need to be in working order to switch your device on your own without having to call the Contact Center.

Can I use my HSBC Security Device if I am travelling outside of the United States? Do I need to use this if I logon to another country's internet banking to initiate a global transfer to the US or to view my US accounts?

Whether you have a Digital or Physical HSBC Security Device, it will work no matter where you are around the world where US customers travel. If you need to log on to another country's internet banking service, please check with that country for the requirements surrounding their security device.

Can I have a Digital Security Device on more than one smartphone? Can two people use the same phone as their Digital Security Devices?

No. For security reasons, your Digital Security Device can only be registered to one phone at a time, and only one Digital Security Device can be registered to any one smartphone.

Can I use my tablet as my Digital Security Device?

No, unfortunately a Digital Security Device is not available on a tablet at this time.

If my device breaks, is there any sort of contingency for me to use Personal Internet Banking until I get my new device? I am trying to do a wire/ bank to bank transfer and I need access now.

Without a functional HSBC Security Device, you will not be able to add or modify a payee for bill pay, add or change a beneficiary for wire transfers, add a country to Global View, or launch Bank to Bank transfers. You will still be able to conduct wire transfers or bill pay for existing beneficiaries/ payees. If you need immediate access, consider downloading the HSBC Mobile Banking App and activating a HSBC Digital Security Device for your iPhone or Android smartphone, if you have one.

I am trying to activate my Digital Security Device using the activation code on my computer and I keep getting logged out. What am I doing wrong?

For security reasons, Personal Internet Banking was designed to only have one logon session at a time. If you start the activation process on your desktop or laptop computer and activation code 1 is displayed on the screen, you will need to either write down or print your activation code before you log onto the HSBC Mobile Banking App to continue your activation.

I just got a new smartphone (iPhone or Android) and now I can't generate Security Codes. I already downloaded the app, what else do I need to do transfer my Digital Security Device to my new phone?

Once you download the HSBC Mobile Banking App on your new smartphone, you can log on and select "Activate Digital Security Device" from the settings menu. You will be asked to generate a security code from your old phone in order to switch your Digital Security Device from your old phone to your new one. Please note that you do not need cellular service or internet access to generate a security code. If your old phone is lost, stolen, or broken, please call the Contact Center and we can assist in switching over your Digital Security Device.

What do I need to do to transfer my Digital Security Device to a new smartphone (iPhone or Android)?

There are three different ways to transfer your Digital Security Device:

  1. If you know you are going to 'trade in' your old smartphone, you can deactivate your Digital Security Device from the settings menu of the app before you discard your old phone. Once you get your new smartphone, you can then activate the Digital Security Device.
  2. If you get a new smartphone but still have the old one in your possession and in working order, you can switch your Digital Security Device from the old phone to the new one. Download the HSBC Mobile Banking App on your new smartphone and select "Activate Digital Security Device" from the settings menu. You will be asked to generate a security code from your old phone and enter it into your new phone for activation. Please note that you do not need cellular service or internet access to generate a security code.
  3. If your old phone is lost, stolen, or broken, please call our Customer Relationship Center and we can assist in switching over your Digital Security Device.

I have a Physical/Digital Security Device and I want to switch device types. Am I allowed to change my mind?

Yes. Once you have already activated your HSBC Security Device, you can log on to Personal Internet Banking from your desktop and select Edit Profile, then Manage Security Device. You will see an option to switch device types and instructions on how to do so.

I have bad eyesight. Will I be able to read the numbers clearly on the Physical Security Device? Is there an alternative for larger digits?

There is an option for an accessible Physical Security Device, with larger numbers and audio. This can be ordered by calling the Contact Center and is available on an as-needed basis.

What if I damage/ lose the HSBC Security Device? Will there be a replacement cost? How long does it take to replace?

There is no replacement cost. If you lose your HSBC Security Device, please call the Contact Center and we can order you a new one. Once you call to order a replacement HSBC Security Device, it should take approximately 5 business days for you receive it. If you need a new HSBC Security Device right away, please call the Contact Center and we can work with you on delivery options. Alternatively, if you have an iPhone or Android smartphone, you might want to consider the Digital Security Device, which is part of the HSBC Mobile Banking App, so that you won't have anything additional to carry.

What happens if I lose my Security Device? Will my accounts be compromised?

If you lose your Security Device, you should call us right away and we can cancel your HSBC Security Device so that it is no longer tied to your account. We can then order a new HSBC Security Device for you.

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