HSBC Internet Banking Security Enhancements

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

When you are logging on without your security device, we will simply ask you for your username and 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.

You can reset your Passcode by launching the HSBC Mobile Banking App¹ 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.

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.

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.

You should always use the same username on mobile app and browser. If you are seeing the error please be sure to enter the correct username.

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.

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.

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.

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 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.

Adding or changing a beneficiary for wire transfers, and adding a country on Global View 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.

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.

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.

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.

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.

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.

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. 

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

Without a functional HSBC Security Device, you will not be able to add or change a beneficiary for wire transfers or add a country to Global View. 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. 

For security reasons, Personal Internet Banking was designed to only have one log on 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.

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.

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.

Yes. Once you have already activated your HSBC Security Device, you can log on to Personal Internet Banking from your desktop and select Manage my security device” which is available under My HSBC menu. You will see an option to switch device types and instructions on how to do so.

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.

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. 

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.