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Lost your details

We have simple and secure ways to get you up and running again

Physical Secure Key

Lost your Username?

If you can't remember your Username, or it is not recognised at log on, you can retrieve it by following the 'Forgotten Username?' link on the Online Banking log on page. You will be asked a set of questions and the Username will be shown on the screen. Customers can change their Username once they have logged onto Online Banking

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.

Forgotton your memorable answer? 

If you've forgotten your memorable answer, you can reset this by clicking on the 'Forgotten memorable answer?' or 'Forgotten your answer?' link and following the instructions. You will need to answer your security questions in order to do this.

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 the mobile with my Digital Secure Key is lost or stolen?


Call us and we'll immediately deactivate it from your accounts to prevent another person trying to use it. We can arrange to set up a new one as soon as you have a new device. If you subsequently find your old phone, you will need to activate a new Digital Secure Key.

What if I forget or lock one of my log on details or PIN?


You can reset any one of your log on details online by using your security questions and other log on details. Simply follow the appropriate links on the log on pages.

We're here to help you. Find the answers and while you're at it, tell us how we could do better.