Secure Key Troubleshooting

The new PIN you have entered is not safe and could be guessed. Please enter another PIN.

Your PIN can be made up of any numbers as long as they don't follow a logical or sequential pattern, for example 123456 or 11111.

The Secure Key does not have an off button.
After 30 seconds of inactivity, the device will automatically switch off.

If you enter an incorrect 'PIN reset code', a 'FAIL 1' message will be displayed.

You will then be prompted to input your PIN for the second time. For your protection the Secure Key will lock after three incorrect PIN entries.

Please contact the Online Banking Helpdesk if this happens

The Secure Key does not have an off button.
After 30 seconds of inactivity, the device will automatically switch off.

This message indicates that a button is being pressed and held for too long.

If you press and hold a button for more than 7 seconds, the device will switch off to preserve battery life.

The Secure Key does not have an off button.
After 30 seconds of inactivity, the device will automatically switch off.

Find out what to do on our 'Lost your details' page.

Check your date and time settings on your mobile device. Make sure you have the option to set the date and time automatically turned on. 

You will need to create a new Secure Key PIN. Think of a PIN between 4 and 8 digits long. You should avoid using sequential or repeated numbers such as 1234 or 1111. Enter this into your Secure Key and press the yellow button.

Note: If you make a mistake entering your PIN, you can use the green button to delete the last digit you have input.

The PIN you are setting up needs to be confirmed. Please re-enter your chosen PIN.

You have successfully set-up your PIN. You can now use your Secure Key.

Your confirmation PIN did not match the first PIN entered.

Press the yellow button to return to the PIN setup and repeat the steps to set up a PIN.

The new PIN you have entered is not safe and could be guessed. Please enter another PIN.

Your PIN can be made up of any numbers as long as they don't follow a logical or sequential pattern, for example 123456 or 11111.

Secure Key is waiting for you to enter your PIN. The number of dashes shown on the screen, is equal to the number of digits in your PIN.

This is the welcome screen. You will see this once your PIN has been accepted. Press the green button to generate your security code.

The PIN entered is incorrect. Press the green button lightly and quickly - do not hold it down. This will return you to the PIN entry screen.

You will then be prompted to input your PIN again for the second time. To protect you from fraud, the Secure Key will lock after three incorrect PIN entries.

The PIN entered is incorrect. Press the green button lightly and quickly - do not hold it down. This will return you to the PIN entry screen.

You will then be prompted to input your PIN for the third time. To protect you from fraud, the Secure Key will lock after three incorrect PIN entries.

The PIN entered is incorrect. The Secure Key is locked and will need to be reset.

Press the green button lightly and quickly - do not hold it down. This will take you to the LOCK PIN screen.

If your HSBC Secure Key is locked. it will display a seven digit code on screen whenever it is turned on.

To continue using Online Banking, you will need to reset your PIN online.

To do this, start logging on to Online Banking and enter your Username.

At the next screen click the 'Forgotten your Secure Key PIN', follow the on screen instructions and you will be given a PIN Reset Code.

Once you have the code, press the green button lightly and quickly - but do not hold it down. You will then be prompted to input the code

Your HSBC Secure Key is waiting for you to enter your seven digit PIN reset code.

Once you have entered the code, you will be prompted to set up a new PIN.

The PIN reset code has been entered incorrectly. Press the green button lightly and quickly - do not hold it down. You will then be prompted to enter the reset code again.

You should ensure that you are entering the reset code exactly as it appears on screen.

To protect you from fraud, the Secure Key will lock after three incorrect entries.

The PIN reset code has been entered incorrectly. Press the green button lightly and quickly - do not hold it down. You will then be prompted to enter the reset code again.

You should ensure that you are entering the reset code exactly as it appears on screen.

To protect you from fraud, the Secure Key will lock after three incorrect entries.

The PIN reset code was entered incorrectly for the third time. The Secure Key is now temporarily locked and you will be unable to use it for approximately 1 hour. This message will remain on the screen of the Secure Key until the lock out has expired, then the Key will automatically power off.

When the Secure Key is turned back on 'LOCK PIN' and a 7 digit number will be displayed on the screen. Press the green button lightly and quickly, do not hold it down and enter your PIN reset code again. You should ensure that you are entering the code exactly as it appears on screen.

The PIN reset code was entered incorrectly for the fourth time. The Secure Key is now temporarily locked. The Secure Key is now temporarily locked and you will be unable to use it for approximately 1 hour.This message will remain on the screen of the Secure Key until the lock out has expired, then the Key will automatically power off.

When Secure Key is turned back on, 'LOCK PIN' and a 7 digit number will be displayed on the screen. Press the green button lightly and quickly, do not hold it down and enter the same PIN reset code again.

If you are unsure what your PIN reset code is, you can generate another code. To do this, start logging on to Online Banking and enter your Username. At the next screen click the 'Forgotten your Secure Key PIN', follow the on screen instructions and you will be given a PIN Reset Code

Secure Key is unlocked and you need to create a new Secure Key PIN. Think of a PIN between 4 and 8 digits long. You should avoid using sequential or repeated numbers such as 1234 or 1111. Enter this into your Secure Key and press the yellow button.

Note: If you make a mistake entering your PIN, you can use the green button to delete the last digit you have input.

The PIN you are setting up needs to be confirmed. Please re-enter your chosen PIN.

Press the yellow button to return to the PIN setup and repeat the steps to set up a PIN.

The new PIN you have entered is not safe and could be guessed. Please enter another PIN.

Your PIN can be made up of any numbers as long as they don't follow a logical or sequential pattern, for example 123456 or 11111.

One of the buttons on your Secure Key has been held down for too long. To save battery power, Secure Key will automatically power off.

You can turn the Secure Key back on by pressing and holding down the green button, enter your PIN and repeat what you were trying to do.

The battery is running low. Don't worry - there is still approximately 2 months of power remaining. You could replace your HSBC Secure Key by:

Switching to Digital Secure Key via the 'Manage Secure Key' section within Online Banking after you have logged in. You will then be able to use your mobile phone to generate your secure key codes.

Or

Ordering a replacement physical Secure Key by sending us a Secure Message. We will mail the replacement to your home and it should arrive within 10 days.

The battery is running low. Don't worry - there is still approximately 1 month of power remaining. You can replace your HSBC Secure Key by:

Switching to Digital Secure Key via the 'Manage Secure Key' section within Online Banking after you have logged in. You will then be able to use your mobile phone to generate your secure key codes.

Or

Ordering a replacement physical Secure Key by sending us a Secure Message. We will mail the replacement to your home and it should arrive within 10 days.

The battery is running low. There is only minimal power left.  Please replace your HSBC Secure Key by:

Switching to Digital Secure Key via the 'Manage Secure Key' section within Online Banking after you have logged in. You will then be able to use your mobile phone to generate your secure key codes.

Or

Ordering a replacement physical Secure Key by sending us a Secure Message. We will mail the replacement to your home and it should arrive within 10 days.