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Troubleshooting guide for your Security Device

The troubleshooting guide can help you identify and resolve basic problems you may be experiencing with your Security Device.

Security Device

  • New PIN Select to Expand Select to Collapse
    New PIN

    New PIN

    1. When you set up your security device, press Yellow Button Bottom Left to create your PIN.
    2. After you enter your PIN, press Yellow Button Bottom Left to generate a transaction code to authorise new payments.
    3. Press and hold Green Button Bottom Right for 2 seconds to turn on the device.
    4. Press Green Button Bottom Right once to delete one character.
    5. Press and hold Green Button Bottom Right to clear all input.
    6. After you enter your PIN, press Green Button Bottom Right to generate a log on security code.
  • Fail PIN Select to Expand Select to Collapse
    Fail PIN

    Fail PIN

    When you set up your PIN, if the two entries of the PIN do not match, this message will be displayed.
    1. Press either the Green Button Bottom Right or Yellow Button Bottom Left to return to the PIN set up.
    2. Input your new PIN twice and ensure both entries match.
  • PIN not safe Select to Expand Select to Collapse
    PIN not safe

    PIN not safe

    • This message is displayed when the PIN you have entered is not secure and made up of sequential or repeated numbers such as, 123456 or 111111.
    • If you enter a PIN and the message "not SAFE" is displayed you will need to choose another PIN. The Security Device will automatically return to the PIN set up screen.
  • Fail 1, 2 or 3 Select to Expand Select to Collapse
    Fail 1, 2 or 3

    Fail 1, 2 or 3

    • If you enter an incorrect PIN, you will see the message 'FAIL 1'. Press Green Button Bottom Right to enter your PIN again.
    • You will have three attempts to enter your PIN correctly. Even if you turn your device off and on again, your device will remember the number of failed attempts you have made.
    • After the third incorrect attempt ('FAIL 3'), the device will be locked.

    View the “Lock PIN” section to know more
  • Lock PIN Select to Expand Select to Collapse
    Lock PIN

    Lock PIN

    • If your device is locked, it will display a seven-digit code on screen when it is turned on. This is called a 'Lock PIN code'.
    • You can reset your PIN online by entering your username at log on and choosing "Security Device" log on mode. Choose "Learn more" to continue to the next screen and select the “Forgotten your Security Device PIN?” link.
    • You will be asked to enter the 'Lock PIN code' displayed on your security device before being given a 'PIN reset code'.
    • Enter the 'PIN reset code' into your Security Device then press Green Button Bottom Right to reset your PIN.
  • Reset PIN Select to Expand Select to Collapse
    Reset PIN

    Reset PIN

    • If you enter an incorrect 'PIN reset code', a 'FAIL 1' message will be displayed.
    • If three incorrect PIN reset codes are entered, the device will be frozen and a 'FAIL 3' message will be displayed.
    • Please contact our 24-hour Customer Service Hotline if this happens.
  • Button Select to Expand Select to Collapse
    Button

    Button

    • This message indicates that a button has been 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.
  • Battery Select to Expand Select to Collapse
    Battery

    Battery

    • This is the low battery warning for your Security Device.
    • After its first appearance, the bAtt message is displayed for two seconds each time the device is switched on. After two seconds, the device will work as normal.
    • Approximate battery life remaining,
      bAtt 5: 5 weeks
      bAtt 4: 4 weeks
      bAtt 3: 3 weeks
      bAtt 2: 2 weeks
      bAtt 1: 1 weeks
      bAtt 0: None. Immediate replacement needed.
    • Log on to Personal Internet Banking and visit “Service Requests” to place a request for a replacement device.

If you can't find the message on your Security Device above, scroll down to view the complete list of messages.

New PIN

When you need to create a new Security Device PIN, think of a PIN with 4 to 6 digits and avoid using sequential or repeated numbers such as, 1234 or 1111. Enter the PIN in the Security Device and press the yellow button to generate a transaction code for authorizing new payments.

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

PIN Conf

The PIN you are setting up needs confirmation. Re-enter the PIN into the Security Device.

New PIN CONF HSBC

You have successfully set up your PIN. You can now use your Security Device to generate a security code.

Fail PIN

Your confirmation PIN did not match the first PIN entered. Press the yellow button and repeat the steps to set up a PIN.

New PIN Not Safe

The new PIN that you have entered is not safe and may be easy to guess. Please enter another PIN.

Your Security PIN should be between 4 to 6 digits without sequential or repeated numbers such as, 1234 or 1111.

PIN Space

The Security Device is waiting for you to enter your PIN. The number of dashes shown on the screen, indicates the number of digits in your PIN.

Message : HSBC

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

PIN Fail 1

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.

PIN Fail 2

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 the PIN for the third time. To protect you from fraud, the Security Device will lock after three incorrect PIN entries.

PIN Fail 3

Your HSBC Security Device is locked. To continue using Internet Banking, you will need to unlock it. A reset code needs to be generated to unlock the Security Device. To do this:

  • Start to log on by entering your User ID and choose 'Security Device' log on mode.
  • At the next screen, click 'Learn more' and find 'Forgotten your Security Device PIN' link.
  • Follow the on screen instructions.

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

Lock PIN 4635135

Your HSBC Security Device is locked. To continue using Internet Banking, you will need to unlock it. A reset code needs to be generated to unlock the Security Device. To do this:

  • Start to log on by entering your User ID and choose 'Security Device' log on mode.
  • At the next screen, click 'Learn more' and find 'Forgotten your Security Device PIN' link.
  • Follow the on screen instructions.

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

Lock PIN Space

The Security Device is waiting for you to enter your PIN reset code. You can now input the seven-digit PIN reset code.

Once you input the code correctly, you will be prompted to set up a new PIN.

Lock PIN Fail 1

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 the screen.

Lock PIN Fail 2

The PIN reset code has been entered incorrectly twice. 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 the screen.

To protect you from fraud, the security device will be locked after three incorrect attempts.

Lock PIN Fail 3

The PIN reset code was entered incorrectly for the third time. The security device is now temporarily locked. This message will remain on the screen of the Security Device until the lock-out period has expired, then the device will automatically power off.

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

Lock PIN Fail 4

The PIN reset code was entered incorrectly for the fourth time. The Security Device is now temporarily locked. This message will remain on the screen of the Security Device until the lock-out period has expired, then the device will automatically power off.

When the Security Device 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. You should ensure that you are entering the reset code exactly as it appears.

Lock New PIN

The Security Device is unlocked and a new PIN needs to be set up. When you need to create a new Security Device PIN, think of a PIN between 4 to 6 digits without sequential or repeated numbers such as, 1234 or 1111. Enter the PIN in the security Device and press the yellow button to generate a transaction code to authorizing new payments.

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

Lock PIN Conf

The PIN you are setting up needs confirmation. Please re-enter your chosen PIN.

Lock Fail PIN

Your confirmation PIN did not match the first PIN. Press the yellow button and repeat the steps to set up a PIN.

Lock New PIN Not Safe

The new PIN you have entered is not safe and may be easy to guess. When you need to create a new Security Device PIN think of a PIN between 4 to 6 digits without sequential or repeated numbers such as, 1234 or 1111. Enter the PIN in the Security Device and press the yellow button to generate a transaction code to authorizing new payments.

Button

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

You should turn the Security Device back on, enter your PIN and repeat what you were trying to do.

Batt2

The battery on your Security Device is running low. At this point, there is approximately 2 weeks of power remaining in your device. You should order a replacement Security Device immediately by logging on to Personal Internet Banking and placing a request at the 'Service Requests' section.

Batt1

The battery on your Security Device is running low. At this point, there is approximately 1 week of power remaining in your device. You should order a replacement Security Device immediately by logging on to Personal Internet Banking and placing a request at the ‘Service Requests' section.

Batt0

The battery on your security device is running very low. There is only minimal power left. You should order a replacement Security Device immediately by logging into Personal Internet Banking and placing a request at the ‘Service Requests' section.

Upon receipt of the new Security Device, you are required to set up your PIN and activate it immediately or within 30 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 Personal Internet Banking.

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.

These transactions include: (as of 12 Sep 2013)

Transfers table
TRANSFERS
HKD Transfer to Hong Kong dollar 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 Table
BILL PAYMENT
White Form eIPO merchant
Finance Company
Security Broker
Sports and Leisure
Credit Card Table
CREDIT CARD RE-AUTHENTICATION
Change Virtual Card Spending Limit
Increase Credit Limit
Request PIN
Maintain My Details table
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