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Frequently Asked Questions Secure Key

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Getting started with Digital Secure Key

What is a Digital Secure Key?

A Digital Secure Key is an additional layer of security built into the HSBC UAE mobile banking app. It generates one-time passwords (OTP) for logging on to online banking and when making payments or amending personal details.

How do I activate the Digital Secure Key?

You’ll find the Digital Secure Key within the latest version of the app.

If you’ve used the HSBC UAE app before, launch the app and log on using your 6-digit PIN or biometrics. You’ll then be prompted to switch to Digital Secure Key. To complete the Digital Secure Key activation process, select ‘Confirm and continue’.

If you’re new to the HSBC UAE app, you’ll need to download it from the App Store or Google Play Store. One you’ve installed it, follow the instructions on screen to register and log on. 

You’ll then be prompted to activate your Digital Secure Key – just select ‘Confirm and continue’.

If you choose not to enable the Digital Secure Key, you will no longer be able to access the HSBC UAE app.

Do I need a physical Secure Key to switch to a Digital Secure Key?

You don’t need your physical Secure Key to switch to Digital Secure Key. 

If you’ve used the HSBC UAE app before, launch the app and log on using your 6-digit PIN or biometrics. You’ll be prompted to switch to Digital Secure Key. Select ‘Confirm and continue’ to complete the Digital Secure Key activation process.

If you’re new to the HSBC UAE app, you’ll need to download it from the App Store or Google Play Store. One you’ve installed it, follow the instructions on screen to register and log on.

You’ll then be prompted to activate your Digital Secure Key – just select ‘Confirm and continue’.

If you choose not to enable the Digital Secure Key, you will no longer be able to access the HSBC UAE app. 

Common issues

What do I do if I can’t remember my username?

Your ‘username’ is the new name for your ‘Internet Banking ID’.

If you can’t remember your username or Internet Banking ID, please call us. 

What if I've forgotten or locked my online banking password?

If you’ve forgotten or locked your online banking password go to the online banking log on page, select Forgotten your password and follow the on-screen instructions.

Can I use my physical Secure Key after activating my Digital Secure Key?

No, once you activate your Digital Secure Key, your physical Secure Key will stop working immediately.

You can dispose of your physical Secure Key responsibly or return it to any HSBC UAE branch.

What do I do if I’ve forgotten my Digital Secure Key 6-digit PIN?

On the HSBC UAE app select the Forgotten your PIN option on the log on screen and follow the on-screen instructions.

I have a new mobile device; how do I switch my Digital Secure Key to the new device?

Download the latest version of the HSBC UAE app to your new device. Register the device by following the on-screen instructions.

If you’ve already activated your Digital Secure Key, you’ll be able to see the ‘Generate a Code’ option on your logon screen.

Here you can choose to generate a code to ‘Log on to on line banking’, for ‘Transaction Signing’ or choose to ‘Re-authenticate code’. 

How do I add my Digital Secure Key to a second device?

Download the latest version of the HSBC UAE app to your additional device and register the device by following the on-screen instructions.

If you’ve already activated your Digital Secure Key, you’ll be able to see the ‘Generate a Code’ option on your logon screen.

Here you can choose to generate a code to ‘Log on to on line banking’, for ‘Transaction Signing’ or choose to ‘Re-authenticate code’.

What should I do if my mobile device is lost or stolen?

If your mobile device is lost or stolen, for your security, you should remove it from your profile as soon as possible.

If you have the HSBC UAE app on another device:

  • log on to the app
  • go to ‘Profile’ and select ‘Manage Devices’
  • find the lost device in the list and select ‘Delete’

If you don’t have the app on any other devices, please call us and we can remove your device from your profile.

Using Digital Secure Key

How do I use my Digital Secure Key to log on to online banking?

You can use your Digital Secure Key to generate a security code from the HSBC UAE app.

Here’s how:

  1. Launch the HSBC UAE app (you need to have activated your Digital Secure Key).
  2. Select ‘Generate a code’ from the bottom of the screen.
  3. Select ‘Log on to online banking’.
  4. Enter your 6-digit PIN or use biometrics.
  5. Your security code will be displayed.
  6. Enter the security code on the online banking logon page.

You can also follow the on-screen instructions on the online banking logon page. 

How do I generate a transaction verification code using my Digital Secure Key, for online banking?

You can use your Digital Secure Key to generate a security code from the HSBC UAE app.

Here’s how:

  1. Launch the HSBC UAE app (you need to have activated your Digital Secure Key).
  2. Select ‘Generate a code’ from the bottom of the screen.
  3. Select ‘Transaction Signing’.
  4. Enter your 6-digit PIN or use biometrics.
  5. You will be asked to input the requested digits from your transaction.
  6. Your security code will be displayed.
  7. Enter the security code on the online banking page.

You can also follow the on-screen instructions on the online banking page. 

How do I generate a re-authentication code using my Digital Secure Key, for online banking?

You can use your Digital Secure Key to generate a security code from the HSBC UAE app.

Here’s how:

  1. Launch the HSBC UAE app (you need to have activated your Digital Secure Key).
  2. Select ‘Generate a code’ from the bottom of the screen.
  3. Select ‘Re-authenticate code’.
  4. Enter your 6-digit PIN or use biometrics.
  5. Your security code will be displayed.
  6. Enter the security code on the online banking page.

You can also follow the on-screen instructions on the online banking page. 

How do I generate a security code on the HSBC UAE app?

To generate a security code go to the log on page of the HSBC UAE app.

Select ‘Generate a Code’ from the logon page and choose to ‘Enter PIN’ or use biometrics as per your device setting.

Select the option you need and follow the on-screen instructions to generate your code.

Using physical Secure Key

I've lost my physical Secure Key - what should I do?

Upgrade to Digital Secure Key, and your lost physical Secure Key will stop working immediately. If you don’t have a compatible device, you can order a new physical Secure Key. Please call us immediately on 800 4525 (within UAE) and +971 4 227 4310 (outside UAE) to block it and order your replacement.

My physical Secure Key is not working - what should I do?

If your Secure Key is not working, we recommend upgrading to a Digital Secure Key. If you don’t have a compatible device, you can call us on 800 4525 (within UAE) or +971 4 227 4310 (outside UAE) to arrange a replacement physical Secure Key.

What if my mobile number is incorrect when generating a new activation code with my physical Secure Key?

Please contact customer services on 800 4525 (within UAE) or +971 4 227 4310 (outside UAE) so we can update this for you.

Where can I find my physical Secure Key serial number?

The Secure Key serial number is found in the bottom left corner, on the back of your physical Secure Key.

How can I change my physical Secure Key PIN?

If you’ve forgotten your physical Secure Key PIN, you can reset it by calling  us on 800 4525. If you’re outside the UAE, call +971 4 227 4310. Alternatively, you can upgrade to Digital Secure Key instead.

How can I activate my physical Secure Key?

To activate your physical Secure Key, please make sure you have it with you when you first attempt to log on to online banking.

 

Step 1

Enter your online banking username then select ’Continue’

Step 2

Next, enter your password and log on.

Step 3

Select ‘Activate now’ to start the activation process.

Step 4

Follow the on-screen instructions, then select 'Activate now'.

Step 5

Check we have the right mobile number for you. If it’s correct, select ‘Request new activation code’. If it isn’t, call us on 800 4525 (or +971 4 227 4310 outside UAE) to update your number.

Step 6

We’ll send you an activation code by SMS message. If it doesn't reach you within a few minutes, you can request a new code.

Step 7

Enter the activation code we’ve sent you. Next, follow the other on-screen instructions then select ‘Activate now’.

Step 8

All done! Your physical Secure Key is now ready to use.

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