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Online Banking

Your key to extra protection

Secure Key

Throughout history, people have always found ingenious ways to protect what's important to them. At HSBC, we are constantly finding new ways to help keep your information safe. The new HSBC Secure Key is a portable device that will upgrade your online banking security to give you even more protection against fraud.

We are one of the first banks in the UAE to introduce such a device, which is easy to use and provides added protection by generating a new security code each time you use it, to help ensure only you can access your online banking.

  • Two-factor authentication

    The Secure Key is a two-factor authentication device that will help protect you from online banking fraud. Devices like these are commonly being used for secure transactions around the world. With this technology, you will need not only your password or PIN to log on but also a unique code that is generated by your personal Secure Key device.
  • Peace of mind

    Secure Key gives you greater peace of mind because you have an extra layer of security.
  • Easy to use

    Just switch it on, enter your Secure Key PIN code and it will give you a unique, one-off six-digit passcode that is only seen by you each time you log on. It's as simple as that.
  • Small and portable

    It's about the same size as a credit card and should easily fit into your purse or wallet, so you can still bank online whenever and wherever it suits you.

Secure Key Guide 

If you're having difficulty with your HSBC Secure Key, choose the relevant screen display below for information to help you log on.

  • NEW PIN

    NEW PIN

    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 in to your Secure Key. 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.
  • PIN CONF

    PIN CONF
    -----

    The PIN you are setting up needs to be confirmed. Re-enter the PIN into the Secure Key.
  • NEW PIN CONF HSBC

    NEW PIN CONF
    HSBC

    You have successfully set-up your PIN. You can now use your Secure Key to generate a security code.
  • FAIL PIN

    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

    NEW PIN
    not SAFE

    The new PIN that you have entered is not safe and could be guessed. Please enter another PIN.
    The PIN should be between 4 and 8 digits long and should not be sequential or use repeating numbers. For example - you should avoid using 1234 or 1111.
  • PIN

    PIN
    -----

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

    HSBC

    This is the welcome screen. You will see this once your PIN has been accepted. Press the green button to generate your security code.
  • PIN FAIL 1

    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

    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 your PIN for the third time.
    To protect you from fraud, the Secure Key will lock after three incorrect PIN entries.
  • PIN fail 3

    PIN
    FAIL 3

    The entered PIN is incorrect. The Secure Key is locked and will need to be reset. To do this start to log-on and enter your username. At the next screen click the 'Forgotten your Secure Key PIN' link which you will find under the field 'Generate and Enter The Six Digit Security Code'. Follow the on screen instructions.
  • Lock PIN 4635135

    LOCK PIN
    4635135

    Your HSBC Secure Key is locked. To continue using Internet Banking, you will need to unlock it. A reset code needs to be generated to unlock the Secure Key. To do this:
    - Start to log-on and enter your username
    - At the next screen click the 'Forgotten your Secure Key PIN' link which you will find under the field 'Generate and Enter The Six Digit Security Code'
    - 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

    LOCK PIN
    -----

    Secure Key is waiting for you to enter your PIN reset code. Input the seven digit PIN reset code.
    Once input correctly, you will be prompted to set up a new PIN.
  • Lock PIN fail 1

    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 screen.
  • Lock PIN fail 2

    LOCK PIN
    FAIL 2

    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.
  • Lock PIN fail 3

    LOCK PIN
    FAIL 3

    The PIN reset code was entered incorrectly for the third time. The Secure Key is now temporarily locked. 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 the same PIN reset code again. You should ensure that you are entering the code exactly as it appears on screen.
  • Lock PIN fail 4

    LOCK PIN
    FAIL 4

    The PIN reset code was entered incorrectly for the fourth time. The Secure Key is now temporarily locked. 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. You should ensure that you are entering the reset code exactly as it appears.
  • LOCK NEW PIN

    LOCK NEW PIN
    -

    Secure Key is unlocked and a new PIN needs to be set-up. 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 in to your Secure Key. 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.
  • LOCK PIN CONF

    LOCK PIN CONF
    --------

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

    LOCK
    FAIL PIN

    Your confirmation PIN did not match the first. Press the yellow button and repeat the steps to set up a PIN.
  • LOCK NEW PIN NOT SAFE

    LOCK NEW PIN
    NOT SAFE

    The new PIN you have entered is not safe and could be guessed. Please enter another PIN. For example - you should avoid using sequential or repeated numbers such as 1234 or 1111.
  • button

    button

    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 should turn the Secure Key back on, enter your PIN and repeat what you were trying to do.
  • bAtt 2

    bAtt 2

    The battery power is running low. Don't worry - there are still approximately 2 months of power remaining. You should order a replacement Secure Key by calling 800 4525 if you are in the UAE, or +9714 227 4310 if you are outside the UAE.

    We are open 24/7. Calls may be monitored and/or recorded for security and service improvement purposes.
  • bAtt 1

    bAtt 1

    The battery power is running low. Don't worry - there's still approximately 1 month of power remaining. You should order a replacement Secure Key by calling
    800 4525 if you are in the UAE, or +9714 227 4310 if you are outside the UAE.

    We are open 24/7. Calls may be monitored and/or recorded for security and service improvement purposes.
  • bAtt 0

    bAtt 0

    The battery power is running very low. There is only minimal power left. You should order a replacement Secure Key as soon as possible. You can do this by calling 800 4525 if you are in the UAE, or +9714 227 4310 if you are outside the UAE.

    We are open 24/7. Calls may be monitored and/or recorded for security and service improvement purposes.

Secure Key FAQs 

Answers to frequently asked questions

From managing your accounts online to what you can do in online banking to details on making transfers and payments to Global View and Global Transfers. It's all here.

What is Secure Key? 

The Secure Key is an electronic device used to generate a special, one time 6-digit security code. You must enter the Security Code to access full online banking services, such as transfer to non-registered accounts, access to Global View, and other High risk Transactions.

The Digital Secure Key has been selected by HSBC as the technology that best meets our customers' need for flexibility and portability. We have recently introduced a new Digital Secure Key with enhanced security protection.

Why is the Bank making me upgrade to Secure Key? 

Securing customer information is key to HSBC. We are constantly evolving how we keep you protected and Secure Key is the latest of these innovations. In the face of increasingly sophisticated online threats, it gives valuable added protection. Your Secure Key generates a new security code each time you use it, to help ensure only you can access your accounts.

How does Secure Key work? 

Secure Key brings an additional level of protection to our online customers. Once activated, it is uniquely linked to you and must be used each time you log on to allow access to high risk transactions. The Secure Key will generate a security code which we will validate at log on. This number will only be accepted for a short period of time. Please click here to view a demo.

How can I order a Secure Key device? 

The Secure Key device can be ordered by clicking on the "Order Secure Key" banner on online banking, or by calling the call center on 8004525 within UAE, and +9714 227 4310 from abroad.

Will there be any changes to the Log On process? 

Yes we have slightly changed the look of our log on pages.
The new pages are as follows:-

• When you click the "Log on" button from the right hand menu, you will be asked to enter your username in the centre of the next page
• This box will be labelled "Online banking ID" eg IB1234567890 or JOHN123"?
• You will then be prompted to enter your Memorable Answer, and Secure Key Code. If You do not have the Secure Key at hand, You may click on the link "I do not have my Secure Key. Logon using the password." You will then be directed to the logon with Password and Memorable Answer page

Remember, if you are ever asked to enter your full security number or any other security details online, it is likely that you are not on a genuine HSBC page.

Do I need to activate the Secure Key? 

HSBC sees the upgrade of all its customers to Secure Key as a fundamental part of its strategy to keep them safe online. You have around 60 days from receipt of the Secure Key to upgrade and can do this at any convenient time within that period. If you do not activate your Secure Key within this period, the next time you attempt to log on you will have to upgrade to maintain your online access.

Do I have to use my Secure Key every time I log on? 

To access full service online banking from 21st July 2012, you will require an HSBC Secure Key as there are certain functions that are considered high risk. As you would appreciate, our effort is to protect your accounts with the highest level of security possible.

You can continue to access online banking with limited services using your existing password after 21st July 2012, until you receive your HSBC Secure Key and at times when you don't carry your Secure Key.

What do you mean by 'limited services'? 

Limited Services refers to all low risk transactions which include the following:
Account Summary, Open New Account, Open New Term Deposit, Net Worth Statement, Payment History, Future Payments, Foreign Exchange, Transfers, Make a Transfer within your own Accounts, Transfer History, Future Transfers, Rates Enquiry, Interest Rate Enquiry, Currency Calculator, Services, Order Cheque Book, Select Accounts, Contact Centre, Read Message etc.

What online banking functions will I be able to use without having the Secure Key? 

You will be able to access some areas of online banking without using your Secure Key, but you will not be able to make transfers/payments to outside of your HSBC accounts. You will still be able to access the following services:

Account Summary, Open New Account, Open New Term Deposit, Net Worth Statement, Payment History, Future Payments, Foreign Exchange, Transfers, Make a Transfer within your own Accounts, Transfer History, Future Transfers, Rates Enquiry, Interest Rate Enquiry, Currency Calculator, Services, Order Cheque Book, Select Accounts, Contact Centre, Read Message etc.

What do I do if I do not have my Secure Key with me, can I use someone else's? 

No. Your Secure Key, once activated, is uniquely linked to you. Should you need access to your accounts and do not have your Secure Key, you can continue to access online banking with limited services using your existing password or you can call our Call Center on 800 4525 and they will be more than happy to help. Once identified, they are able to assist you with any enquiries you have about your account or make payments on your behalf.

Can I have a second Secure Key, one for work and one for home? 

To maintain the security and integrity of the system, only one Secure Key can be activated and linked to each customer. The Secure Key has been designed so that it is small enough to carry in a wallet or purse with your cards or attached to a key ring. Should you need access to your accounts and do not have your Secure Key you can continue to access online banking with limited services using your existing password or you can call our Call Center on 800 4525 and they will be more than happy to help. Once identified, they are able to assist you with any enquiries you have about your account or make payments on your behalf.

Why can't I use my mobile phone to generate a security number to log on with, rather than have to carry a Secure Key with me? 

Secure Key has been uniquely designed for HSBC as a sealed, tamper proof unit which makes it very difficult for an attacker to compromise. The nature of modern mobile phones, with their ability to download software, makes it much more difficult to guarantee the same level of robust security found on the physical device. The Secure Key has been developed to be small enough to easily fit a purse or wallet which we hope makes this method of access as convenient as possible.

Why do I need to re-enter a security code each time I perform a transfer on online banking? 

It is essential that you enter your security code before confirming an electronic transfer via online banking. It helps us validate your identity to ensure you’re protected from all fraudulent activities. The 6-digit code is generated by your Secure Key and guarantees the safest online banking experience.

It is imperative that you follow the on screen process, and be sure to press '3' to generate your re-authentication code.

How do I carry out third party transfers using Transaction Data Signing (TDS)? 

Third party transfers are simple and secure. Turn on your Secure Key and enter your PIN. Once validated, you will be prompted with 'HSBC'. Next, press the yellow button on your Secure Key device. You will be prompted to enter the last four digits of the beneficiary account number. Once entered, press the yellow button once again to generate a six-digit code. Enter the code in the field labelled 'Transaction Signing Code' and click 'Transfer'. Check the details entered and click 'Confirm' to complete the transfer.


Upgrading

When will I get my Secure Key? 

Secure key has been sent on selective basis based on your usage of online banking. You would have already received communication from us on by when you would receive the Secure Key. If you have not received any communication from us on the delivery of the Secure Key, you can order them online after logging on to online banking by using your password or by calling the Call Center on 800 4525.

What happens if I do not upgrade to Secure Key? 

You will not be able to access some areas of online banking after 20th July 2012 without using your Secure Key which are considered as high risk, which are mainly transfers or payments to outside your HSBC accounts. If you have already ordered or received your Secure Key and not Activated, you will not be able to log on to online banking effective 20th August 2012.

Why does my Secure Key keep switching off? 

The Secure Key has been designed to power off after a given period of time to preserve battery life. In most scenarios this will be 30 seconds. We suggest only switching it on and entering your PIN just before you need to use it.

I am likely to be away from home when my Secure Key arrives 

Please contact our Call Center on 800 4525 who will be able to arrange the delivery of your Secure Key when you return, or can arrange for overseas delivery.


Log on details

Why do I have to set up a PIN on my Secure Key? 

The PIN provides an extra layer of security. Combining this with your other log in details provides maximum protection for you, should the device be stolen or your details compromised online.

What is the difference between my memorable question/answer and security questions? 

Your memorable question/answer will be asked in full each time you log on. Your security questions will only be needed if you forget one of your other log in details or lock your Secure Key PIN. They will allow you to reset online without the need to call us.

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

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

What if I forget all my log in details? 

This is a two stage process.

• We will first ask you to complete an online reset form, with details of what you would like your new memorable question/answer and security questions to be
• You then need to call us on 800 4525, where we will identify you and activate your new security details. You can then log on using the new details

Will I still need to use my existing Password? 

The existing password will still be needed at times where you do not have your Secure Key available. It will give you access to low risk transactions.


Replacements

How long does the battery last? 

Your Secure Key's battery should last five years under average use. The device will warn you when the battery is low. At that point, please contact HSBC and we will send you a replacement. This will avoid you losing any access to our service.

What happens if I lose my Secure Key or it breaks? 

Please call us on 800 4525 and we will arrange to send a new Secure Key by courier, free of charge.

How long will it take for a replacement Secure Key to arrive? 

Your replacement Secure Key will take approximately 15 working days to arrive to a UAE address, overseas will take longer. In the interim you can continue to logon using your password and get access to online banking with low risk transactions, or call us at 800 4525 for conducting any high risk transactions.

I have received my Secure Key and it is not working? 

You will need to contact our Call Center on 800 4525 to have a new Secure Key sent to you by courier. You will be able to continue full access via online banking using your password until you receive your replacement Secure Key.

If I report my Secure Key as lost and then find it, can I use it? 

For security, once you tell us you have lost your Secure Key, we will immediately de-activate it from your accounts to prevent fraudulent access. If you subsequently find it you will not be able to reuse it. Your new Secure Key will normally be received in approximately 15 working days.

Will I be charged for issuing a new Secure Key if I lose the one provided? What if the battery runs out or if it breaks? 

There is no charge for issuing or replacing a token.

Secure Key Demo 

How does Secure Key work?


View Secure Key demo

Secure Key Recycling 

HSBC will recycle your old Secure Key

HSBC will recycle your old Secure Key

If you are in the UAE you can return your old Secure Key to any HSBC UAE branch, Customer service unit or send it to us by post* on below address.

Secure Key Distribution Team
PO BOX 500368
Dubai, U.A.E.


We would be glad to recycle your old Secure Key.

Customers overseas can either post* it back to your account holding branch or dispose of it locally using the options that may be available through your local recycling centres.

It should be noted that these devices should not be disposed of with your normal household waste. If you have any questions or need help with your Secure Key, our dedicated helpdesk team will be happy to assist you. Please call us on 800 4525 (within UAE) or +9714 227 4310 (outside UAE).

* We will not cover any postage costs.

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For further information or technical issues on Online Banking or Mobile banking, please call us on


800 4525 within UAE
+9714 227 4310 outside UAE

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This link may allow you to access a non - HSBC website. HSBC Bank Middle East Limited has no control over the linked website and is not liable for your use of it.

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This link may allow you to access a non - HSBC website. HSBC Bank Middle East Limited has no control over the linked website and is not liable for your use of it.

You are leaving hsbc.ae

This link may allow you to access a non - HSBC website. HSBC Bank Middle East Limited has no control over the linked website and is not liable for your use of it.

You are leaving hsbc.ae

This link may allow you to access another HSBC Group website. Please read the terms and conditions of the linked website, which may differ from the terms and conditions of HSBC Bank Middle East Limited website.