HSBC Security Device FAQs

If you need to talk to us about a problem with your Security Device, find out how to contact us.

You can reset your PIN in the HSBC U.S. Mobile Banking App.

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

Please take your old device to an electronics recycling center. Your city or town should be able to provide guidance on where your nearest one is.

If you lose your Physical Security Device, contact us and we'll order you a new one.

If you have an iPhone or Android smartphone, you might want to consider the Digital Security Device. This lets you log on with the HSBC U.S. Mobile Banking App. so you don't have to carry any additional devices.

If you have an iPhone or Android smartphone, you may prefer to switch to a Digital Security Device, which you can download via the HSBC Mobile Banking App. This might be a better option if you usually have your phone with you, and you won't need to carry a separate device.

To get started, you'll need to call us so we can activate your Physical Security Device.

Once activated, your Physical Security Device can be used right away. Use it to log on to online banking and to authorize certain transactions.

The batteries for the Physical Security Device are unique to the device. If your battery died, contact us and we can order a new device for you. Please take your old device to an electronics recycling center.

Alternatively, you can activate a Digital Security Device on your smart phone or tablet. Download the HSBC U.S. Mobile Banking app and follow the instructions.

You’ll need your Security Device to log on to online banking and authenticate certain actions, such as adding a wire payee or enabling a country in Global View. These requirements may change over time for customer protection.

If you've activated the HSBC U.S. Mobile Banking app, you can use the in-app Digital Security Device to log on and approve transactions in online banking and the app.

The HSBC Physical Security Device generates a code that you use to log on to online banking. You also use it to authenticate certain transactions once you're logged on.

Yes, you need to use you Security Device every time you log on to online banking.

No. Your HSBC Digital Security Device or Physical Security Device can only be used by you once it's activated.

You can have a Digital Security Device on up to 3 of your personal devices. If you lose or break your phone or tablet and you only have 1 device, contact us and we'll deactivate the Digital Security Device. If the Digital Security Device is active on multiple devices, you can remove it from the lost or damaged device using the mobile app on one of your other devices.

To remove a device:

If you get a new phone or tablet, you can add a Digital Security Device to it by downloading the HSBC U.S. Mobile Banking app and entering your credentials. You will then be guided through the process of setting up a new Digital Security Device.

Whether you have a Digital or Physical HSBC Security Device, it will work anywhere around the world. If you need to log on to another country's internet banking service, please check that country's security device requirements.

Yes, Digital Security Devices can be registered on up to 3 smartphones or tablets - iPhone or Android.

If your Physical Security Device is broken, call our contact center for help with an urgent wire or bank to bank transfer. We can also issue a replacement Physical Security Device.

You can have your Digital Security Device on up to 3 tablets or smartphones. If you have fewer than 3 devices activated, you can download the HSBC U.S Mobile Banking app and activate your new phone.

If you're no longer using or holding on to your old device, go to 'Profile' on your new device, select 'Security’ and remove it. You can also remove devices by logging on to online banking, via the 'Manage Security' page.

You can have your Digital Secure Device on up to 3 phones or tablets and manage them in both the HSBC U.S. Mobile Banking app and Personal Internet Banking.

To manage your devices in the app:

Yes. You can switch to a Digital Security Device to access mobile and online banking. Download the mobile banking app and follow these instructions on how to set up a Digital Security Device.

You can switch back to a Physical Security Device, but you’ll lose access to mobile banking. Contact us if you need help.

We do offer an accessible Physical Security Device with audio and larger numbers. To order one, contact us.

If you need to replace your HSBC Physical Security Device, contact us and we'll order you a new one. (It's important to let us know right away if you lose your device so we can remove it from your account). There's no replacement cost and it should take around 5 business days to arrive. If you need a new device urgently, let us know and we can work with you on delivery options.

If you have an iPhone or Android smartphone or tablet, you might want to consider switching to a Digital Security Device. It's part of the HSBC U.S. Mobile Banking App, so you don't need to carry an additional device.