Digital Security Device - frequently asked questions

The Digital Security Device quickly generates a security code through your HSBC Mobile Banking app, allowing you to safely log on to mobile and online banking. You'll no longer need to use your Physical Security Device to log on.

We'll be in touch to let you know when your changes are happening. When you try to log on for the first time after the changes have been made, you'll be prompted to update your security to the latest version. You'll only have to upgrade once and it will only take a few minutes.

To add a new Security Device using your password and activation code

To add a new Security Device using an existing Security Device

Physical Security Device

You'll need to have received your Physical Secure Device sent via mail (this could take 10 working days from the time you've requested).

To manage an existing Security Device

If you can still use your Physical Security Device, but would like to replace it, you can do either of the following:

Just log on to online banking and select 'Chat'.

To upgrade to a Digital Security Device:

If you've chosen to receive a new Physical Security Device, you'll need to wait to receive it and then follow these steps:

You'll have 30 days to activate your new Security Device. After this time, you won’t be able to log on with your existing Security Device and will need to activate your new one.

You can register up to 3 Digital Security Devices. To do this, the steps are:

You can now log on to the HSBC Mobile Banking app using the Digital Security Device PIN you've just created.

If you no longer have the device that you used to access the app, you should also remove that device. If you have access via another device, you can log on and remove it via 'Manage devices', which can be found by going to the Profile section of the app and selecting 'Security'. If you're using online banking, log on and select 'Account services' in the menu at the top of the screen to find 'Manage devices' there. Alternatively, you can contact us so we can remove it for you. This will prevent fraudulent access to your accounts.

The Digital Security Device is compatible with normal VoiceOver (iOS) or TalkBack (Android) features. If you can't use the Digital Security Device, and you'd like to discuss other Security Device options, contact us.

To log on to online banking with your Digital Security Device, you'll need to:

Digital Security Device:

Physical Security Device:

If you enter an incorrect PIN, you'll see the message 'FAIL 1'.

To continue using online banking, you’ll need to reset your PIN.

1.Go to the online banking log on page and enter your username, then select ‘Forgot password’ and follow the instructions

2.If you can access online banking, you can also log on there and select 'Edit Profile' from the 'My HSBC' menu

You’ll need to go to the online banking log on page and then select ‘Forgot your username?’. Make sure you have your Social Security number, HSBC Debit, Credit, or ATM Card Number and corresponding PIN.

Your next steps depend on which security details you've locked out or forgotten. Please contact us for help. 

If you want to change your username or password, you can do this when logged on to online banking. Select 'My HSBC' in the top menu, then ‘Security’, then 'Edit profile' where you can amend your existing security details.

If you want to change your Digital Security Device PIN, log on to the HSBC Mobile Banking, then go to the Profile tab select 'Security', then 'Manage Security' then 'Change PIN'.

If you've forgotten your Digital Security Device PIN, open the app, select' 'Log on with PIN', then select 'Forgot your PIN?' and follow the on-screen instructions.

If you want to change your Physical Security Device PIN, go to the online banking log on page, enter your username and then select 'Forgot your Secure Device PIN?'. Follow the on-screen instructions to amend.

Once you have a new device, the steps to set up a new Digital Security Device are:

Note: Once you have set up your Digital Security Device PIN, you can set up access to the app on up to 3 different devices. Simply follow the above steps on each device.

If you no longer have the device, you should first deactivate that device. If you have another Digital Security Device available, you can do this there. To view or remove devices, select the Profile tab at the top of the app screen, then the 'Security' option and 'Manage my devices'. If you can't do this, please contact us so we can deactivate the lost device for you. This will prevent fraudulent access to your accounts.

Once you have a new device, the steps to set up the app are:

Note: Once you have set up your Digital Security Device PIN, you can set up access to the app on up to 3 different devices. Simply follow the above steps on each device.

If it’s broken but you can still manage to log on, you can order a new Physical Security Device using Live Chat. First, log on to online banking, then select 'Chat'.

You can also contact us so we can replace the Physical Security Device. You can either upgrade to a Digital Security Device or arrange for a replacement Physical Security Device to be sent to you.

Please note that you need a Digital Security Device if you want to log on to our Mobile Banking app. If you currently have a Physical Security Device and would like access to the app, please switch to a Digital Security Device instead.

If your Physical Security Device is still working:

If your Physical Security Device is lost or broken:

And that's it. You'll now be able to log on using your Digital Security Device.

You'll no longer need your Physical Security Device. You can recycle it by handing it in to your nearest HSBC US Wealth Center or disposing of it at your local recycling center. Please don’t put an old Physical Security Device into your normal household trash.

Please allow up to 10 working days to receive the Physical Security Device in the mail.

If your Physical Security Device is lost, damaged or stolen you won’t be able to access online banking until you receive and activate your new Physical Security Device. If your Physical Security Device has a low battery, you can still use this to access online banking for 30 days until you have to activate your new one.

Remember, you can always switch to a Digital Security Device. This will get you back online right away and also allow you to use the HSBC Mobile Banking app. Our app lets you manage your accounts easily and securely from a time and a place that suits you.

To switch to a Digital Security Device, see 'How do I set up a replacement Security Device when the battery is low on my existing one?'.

It should last 5 years with average use. The device will warn you when the battery is low. At that point, you can either upgrade to a Digital Security Device or you can contact us to order a replacement. It would take up to 10 working days for a replacement to arrive.

If you want to make sure your access isn't affected, the best option is to upgrade to a Digital Security Device. To do this:

Please dispose of an old or broken Physical Security Device in an environmentally friendly manner. You can do this by dropping it off at any HSBC US Wealth Center or disposing of it at your local recycling center. Please don’t put an old Physical Security Device into your normal household trash.

No, once you activate your Digital Security Device, your Physical Security Device will stop working immediately.

You can view a full list of your devices using the mobile app or online banking.

Mobile banking app:

Online banking:

There are a few ways you can do this.

Using the HSBC Mobile Banking app:

Using Personal Internet Banking:

If you can't access either of the options above, please contact us.