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Security Device - Need Help Page

General Questions on Security Device


What is a Security Device

Q: What is a Security Device?

A: A Security Device is an electronic device to generate a special, one time Security Code. You must enter the Security Code to access services under the "Security Device Logon Mode", such as securities trading and transfer to non-registered accounts.

The Security Device has been selected by HSBC as the technology that best meets our customers' need for flexibility and portability. We have recently introduced a new PIN-protected Security Device with enhanced security protection. Please refer to the section New Security Device - Functionality for details.



Q: What is a Security Code?

A: The Security Code is a special, one-time password used to access full range of Internet Banking service. The 6-digit password appears on the LCD screen of the Security Device for your input into the screen of HSBC Internet Banking.


Q: What is a Serial Number?

A: Serial Number is a unique number on the back of the Security Device that is linked to your HSBC Personal Internal Banking profile personally. The number is a 10-digit serial number, identifying your individual Security Device.

As a result, you can only use this individual Security Device, to access your HSBC Personal Internet Banking services. That means if your family member or friend has another Security Device for their Internet Banking services, you cannot use their device to generate a Security Code for your Personal Internet Banking service.


Q: Do I need to pay to upgrade to the new Security Device?

A: No, it is free-of-charge.




PIN-protected Security Device - Functionality

Q: Why has HSBC introduced the new Security Device?

A: HSBC commits to protecting the security of our HSBC Internet Banking customers. As a leader in online banking security, we are delighted to introduce a new PIN-protected Security Device with enhanced security. The new Security Device has a PIN lock which minimizes the chance of unauthorized use and protects you against possible online threats.


Q: What is the difference in functionality between the new and existing Security Devices?

A: With the new Security Device, you not only enjoy the enhanced security in HSBC Internet Banking but also added convenience with its new functionalities:

Functions
1st Generation Security Device
2nd Generation Security Device
PIN-protected Security Device
Transfers
Security Code
Transaction Signing
Transaction Signing
Bill Payment
(High Risk Merchants)
Security Code
Transaction Signing
Transaction Signing
Credit Card Re-authentication
- Change Virtual Card Spending Limit
- Increase Credit Limit
- Request PIN
Security Code
Security Code
Security Code
Maintain My Details
N/A
Transaction Signing
Transaction Signing


Q: What transactions will require a security code authorization?

A: These transactions include: (as of 12 Sep 2013)

Transfers
HKD Transfer to HKD Account
To a non-HSBC Account - e-Transfer
To a non-HSBC Account - Express Transfer
Transfer to / from Foreign Currency Account
To an HSBC Account - 24-hour Currency Exchange Services
To a non-HSBC Account
Overseas Transfer and Standing Instructions
Overseas Transfer
Standing Instructions
Bill Payment
White Form eIPO merchant
Finance Company
Security Broker
Sports and Leisure
Credit Card Re-authentication
Change Virtual Card Spending Limit
Increase Credit Limit
Request PIN
Maintain My Details
Register new Transfer Accounts
Other HSBC account in Hong Kong
Other local bank account in Hong Kong
Overseas bank account
Increase Daily Transfer Limit
HSBC Accounts in Hong Kong
Other Bank Accounts in Hong Kong
Overseas Bank Accounts
View and Set Transaction Limits
Self-named Accounts with HSBC in Hong Kong
Non-registered Accounts
Maximum Daily Transfer Limit


Q: : I noticed that there are different formats of Security Code. What is the reason? (Applicable for 2nd Generation & PIN-protected Security Device)

A: There are two types of Security Code generated by Security Devices with different format, which support different functions in HSBC Internet Banking. Please refer to details below:


Q: After I have submitted the following instructions, when will they be effective?

A: The following instructions will be effective immediately:
  • Making Transfer to Non-Registered Account
  • Increasing Transfer Limit of Non-Registered Account
  • Making Bill Payment to Finance / Securities / Sports & Leisure
  • Decreasing Transfer Limits
For the following instructions, submission before 9pm from Mon to Fri or 6pm on Sat will be effective on next working day:
  • Setting up Registered Transfer Account and Defining Transfer Limit
  • Increasing Transfer Limit of Registered Account


Q: When will the battery of the new Security Device expire?

A: The battery in the Security Device can last for three to five years, depending on the frequency of the usage.
The BATT message will be prompted when the battery of your Security Device is running low. Please log on to HSBC Internet Banking > Service Requests > Replacement of Security Device to apply for device replacement.
* For more details, please refer to our trouble shooting guide at www.hsbc.com.hk/securitydevice.


Q: Why is there a square on the '1' and '3' on the new Security Device? Do they indicate any special meaning or function?

A: The squares are unique design of the device which may be used by HSBC Internet Banking in other countries. For Hong Kong, there is no particular meaning or function associated with this design.


Q: What will happen if I pressed the '1' or '3' key before pressing?

A: As mentioned, the '1' and '3' with a square on the new Security Device are not designed for HSBC Internet Banking in Hong Kong. You are not able to generate a valid security code for instruction verification if you do so. Please press to delete wrong entries on the LCD screen of the new Security Device, then, follow the instruction to re-enter your customer specific information to generate a valid security code.




PIN-protected Security Device - Application


Q: My family member / friend has received a new Security Device from your Bank recently but I have not. Why is that?

A: HSBC aims to provide the highest standard of security to our customers and enhance customer experience on an on-going basis. The new Security Device is introduced with a PIN lock which minimizes the chance of unauthorized use and protects you against possible online threats. All HSBC Internet Banking customers will eventually receive their new Security Device over the next few months as the issuance exercise takes place in batches.

If you would like to experience the new Security Device, you may apply for one at the "Service Requests" section after logging on with Dual-Password or existing Security Device. The new device will be mailed to within the next 3 working days (postal lead-time is not included), and please follow the instruction to activate your new device upon receipt.


Q: I have an existing Security Device but I would like to apply for a new Security Device, what should I do?

A: Simply log on to HSBC Internet Banking > Service Requests > Replacement of Security Device to apply for a new device. The new device will be mailed to customer's local address within the next 3 working days (postal lead-time is not included), and please follow the instruction to activate your new device upon receipt.


Q: Can I continue to use my existing Security Device?

A: For customers who have received the new device, they will need to activate the new device according to the instruction on the letter sent to you. Once activated, please use your new Security Device for HSBC Internet Banking service and any previously activated Security Devices will no longer be valid and should be discarded. Customers would not be able to login their HSBC Internet Banking with the existing device if they are unable to activate their new device within 20 days from the issued date of the new device. They cannot continue to use their existing Security Devices since the new Security Device can further protect their security while doing HSBC Internet Banking.

For other customers, they may continue to use their existing device until their device has to be replaced (i.e. out of battery, lost or damage).


Q: What should I do with the old security device?

A: Once your new Security Device has been activated, your old Security Device will no longer be valid for logon or any transactions on HSBC Internet Banking, and it should be discarded. You may discard the deactivated Device yourself or consider returning it to any branches convenient to you. The Devices will be collected and destroyed by authorized service provider in an environmental-friendly and safely way.




PIN-protected Security Device - PIN Set up / PIN reset


Q: Why do I need to set up a PIN for the new Security Device?

A: The HSBC Security Device is unique and with an enhanced level of security with a PIN lock which minimizes the chance of unauthorized use and protects you against possible online threats. For added security, you will have to set a PIN during activation and this PIN will be required to unlock your device before use. You MUST set up the PIN before using the Security Device.


Q: How many digits can I choose for the PIN?

A: You can only choose a 4-6 digits PIN for the new device. For enhanced security, please enter a 6-digit PIN.


Q: How do I set up a new PIN?

A: To set up the PIN for the new Security Device, please follow the steps below for the first time:
1. Hold the bottom right green button for 2 seconds to turn on the Device
2. Enter a 4-6 digits* new PIN using the keypad
3. Press the bottom left yellow button to complete the first PIN entry
4. Confirm the new PIN by re-entering it
5. "NEW PIN CONF" will be displayed for 2 seconds if the PIN is successfully inputted. "HSBC" will be displayed afterwards.
* For enhanced security, please enter a 6-digit PIN.


Q: What happens if my PIN setup is unsuccessful?

A: A message 'FAIL PIN' will be shown on the device, reflecting that your confirmation PIN did not match the first PIN entered. You will need to restart the PIN setup process by pressing the green button.



Q: Why do I see a message 'NEW PIN not SAFE' on the device?

A: This means that the new PIN that you have entered is not safe and could be guessed, i.e. repeating or sequential numbers (e.g. 111111, 123456, 543210). Please restart the PIN setup process and choose another 4-6 digits PIN.



Q: How do I change my PIN for the device?

A: To change your PIN for the Security Device:
1. After your device is turned on and unlocked (you see the Welcome screen), press and hold the button "8" for 2 seconds to activate the change PIN function.
2. Then enter a 4-6 digits* PIN using the keypad and press the yellow button on the bottom left to complete the input.
3. Confirm the new PIN by re-entering it.
4. "New PIN CONF" will display for 2 seconds if the PIN is successfully set up. "HSBC" will be displayed afterwards.
* For enhanced security, please enter a 6-digit PIN.


Q: What should I do if I forget my PIN for the device?

A: You can reset the PIN for your security device immediately by follow the steps below:
1. Go to the HSBC Internet Banking logon page, enter your "Username" and choose "Security Device" logon mode.
2. Click "Learn more", you will be directed to the Security Device Information page.
3. Click "Forgotten your Security Device PIN" link at the left bottom of the page.
4. Answer the two security questions that you have set up during your HSBC Internet Banking registration and follow the on-screen instructions.


Q: Can I reset my PIN after logon HSBC Internet Banking?

A: Due to security reason, you can ONLY reset your PIN before logging on HSBC Internet Banking by answering the two security questions correctly.


Q: What should I do if I cannot remember the answers to my two security questions?

A: Please follow the steps below:
1. After entering invalid security answer(s), a system message 'Invalid security answer(s) entered. Please re-enter' will be shown on screen. Click "OK" to proceed.
2. Click 'here' from the message of 'To reset security questions, please click here.'.
3. Follow the on-screen instruction to complete the form.
4. Print out the on-screen form and mail it to us or return it to a nearby HSBC branch within 20 days for our processing. Your instruction will be effective 3 workings after our receipt of your form.





PIN-protected Security Device - Activation


Q: What should I do when I receive the new Security Device?

A: Upon receipt of the new Security Device, you are required to set up your PIN and activate it immediately or within 20 days from the issue date of the letter enclosed with your new Security Device. Otherwise, you will not be able to log on to HSBC Internet Banking.


Q: How can I set up the PIN for the new Security Device?

A: To set up the PIN for the new Security Device, please follow the steps below for the first time:
1. Hold the bottom right green button for 2 seconds to turn on the Device
2. Enter a 4-6 digits* new PIN using the keypad
3. Press the bottom left yellow button to complete the first PIN entry
4. Confirm the new PIN by re-entering it
"NEW PIN CONF" will be displayed for 2 seconds if the PIN is successfully inputted. "HSBC" will be displayed afterwards.
* For enhanced security, please enter a 6-digit PIN.


Q: How can I activate the new Security Device?

A: After setting up the PIN for your Security Device, please follow the steps below for activation:
For first time application of Security Device:

Please follow the steps below to activate the new Security Device:
  1. Log on to HSBC Internet Banking with Dual Password;
  2. You will be prompted a page which asks you to activate your Security Device;
  3. Follow the steps shown on the screen for activation.
To complete the activation process, you will need to enter the last 3 digits of your registered mobile phone number, Serial Number and Security Code from the Security Device, and the 6-digit Passcode which will be sent to your registered mobile phone.

Please make sure that your mobile device is turned on and have turned off SMS forwarding function during the activation process if you have subscribed to such service.

Other channels to activate the Security Device:

  • PhoneBanking: Call the respective hotline and activate your new security device instantly (PhoneBanking Service PIN verification required). Please click here for PhoneBanking Service and PIN set up details.
  • Paper Form: Complete the 'HSBC Internet Banking Maintenance / Cancellation Request Form' and return it to us for processing. Your request will normally be processed within 3 working days (excluding Saturday, Sunday and public holiday) upon receipt of your form.


For replacement of Security Device:

Please follow the steps below to activate the new Security Device:
  1. Log on to HSBC Internet Banking with your existing Security Device;
  2. You will be prompted to click on the activation link;
  3. Click the activation link and follow the steps shown on the screen.


You will need to enter the Serial Number and Security Code from your new Security Device, and the Security Code from your existing Security Device to complete the activation process.

Other channels to activate the Security Device:

  • PhoneBanking: Call the respective hotline and activate your new security device instantly (PhoneBanking Service PIN verification required). Please click here for PhoneBanking Service and PIN set up details.
  • Paper Form: Complete the 'HSBC Internet Banking Maintenance / Cancellation Request Form' and return it to us for processing. Your request will normally be processed within 3 working days (excluding Saturday, Sunday and public holiday) upon receipt of your form.


Q: How do I turn on my new Security Device?

A: Please follow the following steps to turn on your new Security Device:
1. Press the green button on the bottom right of the device, and hold for 2 seconds.
2. When the screen prompt for a "PIN", enter your 4-6 digits self-defined pre-set PIN number using the keypad.
3. Once the device is unlocked, "HSBC" will appear on the screen display and it is ready for use.





Transaction Signing


Q: How does inputting customer specific information into the Security Device increase the security level in Internet Banking?

A: The new device requires customer to input information specific to the transaction (e.g. account number) into the device to generate a Security Code. With this transaction signing function, the transfer will only be made to the account specified by the customer.


Q: When do I need to input customer specific information into the Security Device?

A: Customer specific information is needed to be input into the Security Device to verify your instruction. You need to input customer specific information into the Security Device when you are doing the following transactions:

  • Making Transfer to Non-Registered Account
  • Setting up Standing Instruction
  • Making Bill Payment to Finance / Securities / Sports & Leisure
  • Setting up Registered Transfer Account
  • Defining or Increasing Online Transfer Limit


Q: How do I know what customer specific information I need to input into the Security Device?

A: You may simply follow the procedure shown on the 'Verification' screen in HSBC Internet Banking and the verification information table below to input information into the Security Device and generate the Security Code. More examples on the information will be shown when you click on 'Details' in step 3 (see below):
Input procedure




Details

Making Transfer to Non-Registered Account
Setting up Standing Instruction
Setting up Registered Transfer Account and Defining Transfer Limit
Increasing Transfer Limit of Registered Account
Example
Please input
Beneficiary Account No. with 8 or more digits
123-45678-90
34567890
Beneficiary Account No. with 4-7 digits
123456
123456
Beneficiary Account No. with 0-3 digits
123
Not eligible for verification via Internet Banking. Please visit our branches to perform your transactions.
Beneficiary Account No. with non-digits
(Enter last 8 numeric only)
123A4567BC89D
23456789

Increasing Transfer Limits of Non-Registered Accounts
Example
Please input
HKID no. (Exclude alphabet and number in bracket)
A123456(7)
123456
Passport no. (Enter last 8 numeric only)
123A4567BC89D
23456789
Other Identification Document no. (Enter last 8 numeric only)
W12345678
12345678
Passport no. / Other Identification Document no. with 0-3 digits
ABCD123EFG
Not eligible for verification via Internet Banking. Please perform your transactions via ATM, Phonebanking or directly visit our branches.

Making Bill Payment to Finance / Securities / Sports & Leisure
Example
Please input
Bill Payee Account No. with 8 or more digits
123-45678-90
34567890
Bill Payee Account No. with 4-7 digits
123456
123456
Bill Payee Account No. with 0-3 digits
123
Not eligible for verification via Internet Banking. Please perform your transactions via ATM, Phonebanking or directly visit our branches.
Bill Payee Account No. with non-digits
(Enter last 8 numeric only)
123A4567BC89D
23456789


Q: What can I do if I input a wrong digit into the Security Device during the verification process?

A: If you input a wrong digit into the Security Device, simply pressto delete each digit one by one.


Q: What will happen if I holdfor a while (i.e. more than 2 seconds) during the input of information into the Security Device?

A: If you hold for 2 seconds during the input of customer specific information into your Security Device, all of your input will be deleted.


Q: I have pressed theorbutton already, but I still cannot see the Security Code. Why is that?

A: You should press and hold the or button for 2 second for the device to generate the Security Code.




Exceptional Cases

Q: The Security Code on the LCD display has been disappeared after a while, what happened?

A: As a security measure, there is limited display time for each Security Code to display on the LCD screen. If the Security code disappears, simply follow the instructions on the screen of HSBC Internet Banking to generate the Security Code with your Security Device again.


Q: I've input the Security Code into Internet Banking, but it cannot be verified. What happened?

A: This may happen if you have entered an invalid Security Code into the screen. Please check the Security Code displayed on your Security Device and re-enter a valid Security Code to proceed with the verification.
If the code still cannot be verified, please contact us on:
  • HSBC Premier customers :                  (852) 2233 3322
  • HSBC Advance customers :                 (852) 2748 8333
  • Other Personal Banking customers : (852) 2233 3000


Q: For transaction signing process, if I've input incorrect information into the device, will this affect my instruction?

A: A valid Security Code will only be generated if you input correct customer specific information into the Security Device. If you've input incorrect information, please follow the instruction (i.e. starting from Step 1 on Verification screen in HSBC Internet Banking) again and ensure you input correct information to generate a valid Security Code.


Q: Are there any arrangements specially designed for customers who are visually impaired or blind?

A: We have a Security Device which is specially designed for the visually impaired. Customers who are visually impaired can request for the Security Device through calling our customer hotline at (852) 2233 3000. However, at the time being, we are only able to provide the previous type of Security Device to these customers. The new Security Devices for the visually impaired will be released at later phase.


Q: What should I do if my Security Device is lost or stolen?

A: You should inform us to de-activate your lost or stolen Security Device immediately.

Hotline information:
  • HSBC Premier customers :                  (852) 2233 3322
  • HSBC Advance customers :                 (852) 2748 8333
  • Other Personal Banking customers : (852) 2233 3000


Q: What should I do if my Security Device is broken?

A: If the Security Device is still functional, you may apply for a new one at the "Service Requests" section after logging on Internet Banking.

Or you may call respective hotlines to order a replacement token with your PhoneBanking Service PIN.
If you don't have your PhoneBanking Service PIN, you can set it up by your ATM PIN via hotline.
The replacement Security Device will be sent to your mailing address according to the Bank's records.

Hotline information:
  • HSBC Premier customers :                  (852) 2233 3322
  • HSBC Advance customers :                 (852) 2748 8333
  • Other Personal Banking customers : (852) 2233 3000