Physical Secure Key
What should I do if I've forgotten my online banking username?
If you've forgotten your online banking username, please call 03456 00 6161.
From outside the Channel Islands & Isle of Man, call +44 1470 697139.
Lost your Secure Key?
If you have lost your Secure Key, please contact us and we'll send a replacement within approximately five working days. You may be able to access your accounts through Telephone Banking, at an HSBC branch, or an ATM.
How do I reset my online banking password?
To reset your password, follow these steps:
- Log on to HSBC CI & IoM online banking using your Secure Key.
- Select 'Help & support' and then 'Change your password'.
Digital Secure Key
What if I forget all my log on details?
You can reset your log on details by following the appropriate links on the log on pages, from here you can provide us with your new security details. You will then be asked to contact us so we can identify you and update your Online Banking details to allow you to log on.
What happens if I lose the device with my Digital Secure Key on?
If your phone or tablet is lost or stolen, you can call us on 03456 00 6161 (from outside the Channel Islands & Isle of Man, call [+44 1470 697139](tel:+44 1470 697139)). We'll immediately deactivate your Digital Secure Key to prevent another person trying to use it.
If you still have access to the mobile app or online banking, you can do this yourself.
To manage your devices in the mobile app:
- Log on and go to your 'Profile'.
- Select 'Security', then 'Mange devices'.
- Remove the lost or stolen device from your registered devices.
To manage your devices in online banking:
- Log on and go to 'Help with your Secure Key'.
- Select 'Manage your devices'.
- Remove the lost or stolen device from your registered devices.
If you find your old phone later, you will need to activate a new Digital Secure Key.
