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Internet Banking
FAQ: Online Security Device
Frequently Asked Questions
What is the Online Security Device?
To further protect your Internet Banking, HSBC has introduced the Online Security Device as an additional layer of security. HSBC is committed to providing high levels of security to allow peace of mind for our customers.
The Online Security Device is a small digital authentication generator (the size of a key ring) provided to Internet Banking customers free of charge. It works by generating a Security Code that constantly changes. This ensures maximum protection for your online accounts.
Once you have activated the Online Security Device, the Security Code will be requested for logon, third party transfers and BPAY® transactions, and updating your customer details - providing extra protection for your Internet Banking.
Why do I need the Online Security Device?
HSBC is committed to high levels of customer security and the introduction of the Online Security Device adds an extra layer of security to protect your account details. This measure is to help protect you from unauthorised access to your Internet Banking accounts and is one of the most successful and convenient security measures available.
How does the Online Security Device Security Code work?
The Online Security Device generates a time-sensitive, single-use six digit Security Code for you to use when logging on to Internet Banking and for selected online transactions. The Security Code is generated by an algorithm based on time within the Online Security Device. Each Online Security Device has a matching file, stored securely in a database at HSBC, with the matching algorithm.
When you activate your Online Security Device, HSBC identifies which Device you have by asking you to enter the serial number. The serial number has no security value; it is simply a means of identifying to the Bank which Device a customer has. Once activated, a Device becomes unique to the PBN it was activated with.
When you are using Internet Banking and are required to enter a Security Code, the system compares the entered Code with the expected Code within the file. If they match, you are granted access. If they do not match, you will be asked to re-enter the Security Code.
What is a Security Code?
The Security Code is a one-time 6-digit password that is generated by the Online Security Device by pressing the grey button on the front of the Device. It is required to access your Internet Banking account, perform all third party transfers and certain BPAY® transactions, and update your customer details. You can use your Security Code to access your accounts whether you are here or overseas.
What is a Serial Number?
The Serial Number is a unique 10-digit number used to identify your individual Online Security Device. It is located on the back of your Online Security Device, and it is in the format of xx- xxxxxxx-x where x is a number. (e.g. 12-3456789-0). This number also helps with identification where there are multiple Online Security Devices in a household.
Will you suspend my Internet Banking access if I input the wrong Security Code?
To protect personal information, your Internet Banking service will be temporarily locked out if you enter multiple incorrect Security Codes. The duration of the lock-out period varies depending on whether the incorrect Security Code has been entered at logon or when completing a transaction. Your access will be automatically unlocked after the temporary period has expired.
Can I choose not to use the Online Security Device for Internet Banking?
HSBC has a duty to ensure your details are kept safe and secure. The Online Security Device will allow us to provide the highest levels of security available to Internet Banking users in Australia. It is important for HSBC to provide the same level of security for ALL users.
How does the Online Security Device compare to other Internet Banking security measures such as Text Message security codes or digital certificates?
The generation of the Security Code is not dependent on mobile phone signal availability or the geographical location of our customers, who may need to access Internet Banking whilst overseas.
From our customer research, we know that many of our active customers prefer to access Internet Banking from several different locations. The Online Security Device is a portable, stand-alone security that requires no system adjustments, downloads, or plug-ins. You can choose to access Internet Banking at any Internet-enabled PC without any additional set-ups or preparation.
What if the Security Code is not accepted?
When the Security Code is not accepted, you can generate a new Security Code to try again. You may generate a new Security Code by pressing the grey button on the Online Security Device to turn off the LCD display, and press it again to turn it back on. The new Security Code will then be displayed on the LCD screen.
If the Security Code is not accepted after 3 attempts, please contact us on 1300 306 543 Monday to Friday from 8am to 8pm (AEST) or +61 29005 8421 if calling from overseas.
Will you charge me to use the Online Security Device?
No we will not charge you for the Online Security Device. The Device is provided to all Internet Banking users free of charge as part of our commitment to ensuring our customers security.
What should I do to order a replacement Online Security Device?
Friday from 8am to 8pm (AEST) or +61 29005 8421 if calling from overseas. The replacement Device will be mailed to you, and your existing Device will be cancelled as soon as you advise us that your Device has been lost, broken or stolen.
How long do I need to wait for the Online Security Device to be delivered?
For Australian customers, the expected delivery time for a replacement Device is is 5 working days from the receipt of the request. For our overseas customers, the replacement Device may take up to 10 working days from receipt of the request, depending on your local post.
What should I do when I receive a replacement Online Security Device?
Once you receive your Online Security Device, the next step is to activate it. To activate your Device, please call us on 1300 306 543 Monday to Friday from 8am to 8pm (AEST) or +61 29005 8421 if calling from overseas Once activated, you can start to use Internet Banking immediately.
Do I need to return a damaged Online Security Device when I receive a replacement?
Yes, we may request that you send back the damaged or broken Online Security Device. This is to allow us to diagnose faults or identify common issues.
Can I have more than one Online Security Device for my Internet Banking?
No, only one Online Security Device can be linked to each Internet Banking profile. This is to ensure that only you are able to access your Internet Banking profile. The Online Security Device is unique and has a specific code that helps prevent copying, alteration, or tampering.
How secure should I keep the Online Security Device?
You should always be aware of the whereabouts of your Device and keep it close to you. HSBC recommends that you attach the Device to your key ring - that way you will have it with you at all times. You should not store the Device with other account codes like your PIN or Internet Banking Password.
Can I use a Security Code for more than one transaction within the time window?
No, the Security Code is a time-sensitive, single use number that you can only use for one transaction.
Can I collect my Online Security Device at a HSBC branch?
To ensure the fastest delivery possible, your Device will be mailed to you. Your Device cannot be collected at a HSBC branch.
How is the Online Security Device powered and how long does the battery last?
The Online Security Device runs on a high power battery that has a lifespan between 3 to 5 years. A low battery indication of "BATT" will appear on the device LCD when the battery power level is low. If this message is displayed on your LCD, please call us immediately on 1300 306 543 Monday to Friday from 8am to 8pm (AEST) or +61 29005 8421 if calling from overseas.
Do I have to replace the battery to my Online Security Device?
No, the Online Security Device will provide a warning message message when the battery is running low on power. As soon as you receive this message, please call us immediately on 1300 306 543 Monday to Friday from 8am to 8pm (AEST) or +61 29005 8421 if calling from overseas.
What are the Online Security Device warning messages
Message What it means:
|
Letters: (e.g. B E I L O S) are displayed |
The Online Security Device may be upside down |
|
BATT5 |
5 months estimated battery life remaining |
|
BATT4 |
4 months estimated battery life remaining |
|
BATT3 |
3 months estimated battery life remaining |
|
BATT2 |
2 months estimated battery life remaining |
|
BATT1 |
1 month estimated battery life remaining |
|
BATT |
Battery life is exhausted |
BPAY® is a registered trademark of BPAY® Pty Ltd ABN 69 079 137 518. Issued by HSBC Bank Australia Limited ABN 48 006 434 162 AFSL No. 232595
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