Frequently Asked Questions on HSBC Security Device

Notice:

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As always, we are closely monitoring HSBC accounts for unusual activity and will contact you as appropriate. We strongly encourage you to monitor your transactions and notify us immediately if you see anything suspicious.

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.

I just received something in the mail that looks like a small calculator - why did I receive it and what am I supposed to do with it?

You have received an HSBC Security Device, which is intended to enhance your security when using Personal Internet Banking. You can use the device to generate a unique Security Code to log on to your account and to authorize certain transactions. You can activate your HSBC Security Device the next time you log on to your Personal Internet Banking. Please make sure you activate your Security Device within 90 days. You can begin using it immediately after activation.

Why did my spouse receive an HSBC Security Device and I did not? I am an HSBC customer too.

The need for the HSBC Security Device was determined by whether or not certain transactions were performed recently using credentials assigned to an individual, such as conducting online bill pay. If you did not receive one, and would like one, you can opt in to using an HSBC Security Device through the "Edit Profile" option within Personal Internet Banking. You will then be asked to select either a Digital Security Device for your iPhone or Android smartphone that you can activate immediately via the HSBC Mobile Banking App or a Physical Security Device that will be mailed to you. As a reminder, you should have your own credentials, even if you have a joint account with your spouse.

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.

I only used your internet banking service for a wire transfer once for an emergency and don't plan on ever doing that again. Do I still need to use this device you sent me if I only want to check my balances and other basic things?

The HSBC Security Device is meant to enhance your protection while using your Personal Internet Banking. We encourage everyone to use their Security Device when accessing Personal Internet Banking. However, you are given the option to log on either with or without it. If you do not use your HSBC Security Device to log on, you will not be able to conduct certain transactions.

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.

When I logged on to your internet banking site last night just like I always do, I saw a window that mentioned something about a new HSBC Security Device. What was that all about - was there something I was supposed to do?

HSBC has introduced a Security Device to enhance your security when using Personal Internet Banking. You can use the device to generate a unique security code to log on to your account and to authorize certain transactions. The prompt you saw was to activate your device. Next time you log on, follow the instructions to activate your HSBC Security Device.

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 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.

When will I have to start using my Security Device to authorize transactions?

Customers who have recently performed certain transactions will begin to receive activation instructions in waves starting mid-year 2014. When you receive your HSBC Physical Security Device or HSBC Digital Security Device welcome email, you should activate your device right away. You will have to activate your device within 90 days of receipt to avoid any interruption to conducting certain transactions within your Personal Internet Banking service.

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.

My spouse and I both use the same smartphone for our banking with different Personal Internet Banking accounts. But I pay all the bills so I have a HSBC Security Device and she doesn't. Will everything still work for us?

Once you activate a Digital Security Device on your smartphone, it is linked to you personally on that device. No one else will be able to log on to their account via the HSBC Mobile Banking App on your linked smartphone, even if they have their own username.

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.

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.

Why doesn't the iPad app generate security codes for Personal Internet Banking but the iPhone app does? Am I missing something?

Tablets are not supported devices for the HSBC Digital Security Device at this time. In order to use the Digital Security Device, you must have either an iPhone or an Android smartphone. If you do not have a supported smartphone, we would be happy to send you a Physical Security Device upon your request.

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.

When the HSBC Security Device is sent to me, do I need to sign for it to receive it? Or will they just leave it in my mailbox?

If your address is within the U.S., you will not need to sign for the delivery of your HSBC Security Device. However, international delivery will require a signature.

If my HSBC Security Device is left in my mailbox, is there any risk to my account? Why don't I have to sign for it?

Your HSBC Security Device is not connected to your account until you activate it on Personal Internet Banking. Since it is not linked to you at the time of delivery, there is minimal risk even though you do not have to sign for it.

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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