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HSBC Secure Key FAQs

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What is the Secure Key?

The Secure Key adds a layer of protection to your online banking transactions. Once you activate your Secure Key, it is uniquely linked to you and allows you to carry out transactions online securely.

The Secure Key provides one-time codes that are only valid for a short period of time, which you input to carry out online banking transactions. This means that even if a third party manages to get your log on details, they still won't be able to fraudulently carry out transactions without your Secure Key.

How do I turn the Secure Key on?

Press and hold the green button for two seconds. The Secure Key does not have an off button. After 30 seconds of inactivity, the device will automatically switch off.

How do I activate my Secure Key?

If we sent you a physical Secure Key, you'll need to activate it before you use it for the first time. 

Log on to online banking like you normally would, and you will be prompted to activate your device.

  • Enter the activation code we sent you. If you don't have it, you can request a new one onscreen.
  • Enter the serial number on the back of your security device.
  • Follow the onscreen instructions to create a PIN and generate your first security code.

Do I have to use my Secure Key every time I log on?

You can access some features of online banking without your Secure Key, but functionality will be limited.

I lost my Secure Key. What do I do?

Please contact us on (02)8858-0000 or (02)7976-8000 and we will order you a new one.

How do I replace the battery in my Secure Key?

The batteries for your Secure Key are unique to the device. If your battery died, please contact us and we'll order a new device for you.

I forgot my PIN. How do I reset it?

You can only reset your PIN once you've locked your device by entering the wrong PIN three times. Once you have done this, 'Lock PIN' will display on your Security Device's screen, along with a seven-digit unlock code. Go to the online banking log on page, locate the security code field and then select the 'forgot PIN' link. From there, enter the answers to your security questions, enter the unlock code from your security device and follow the onscreen instructions to create a new PIN.

Can I use someone else's Secure Key?

No. Once an HSBC Secure Key has been activated, it's uniquely linked to you.  

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