How to use Digital Secure Key

Step 1: Enter your username

Step 2: Enter your password

Step 1: Enter your username

Step 2: Enter the security code generated from your physical Secure Key. For detailed steps on how to do this, select 'How to generate a security code'.

Step 1: Enter your username.

Step 2: Enter a log on security code generated from your Digital Secure Key. For detailed steps on how to do this, see 'How to generate a security code'.

You can only have the Digital Secure Key on one device at a time. The steps to switch devices depend on which situation applies to you.

If you've already activated your Digital Secure Key on one device:

Step 1: Deactivate the old device – log on to the HSBC Australia Mobile Banking app and go to Profile > Security > Manage devices > Remove.

Step 2: Download the HSBC Australia Mobile Banking app on your new device and follow the prompts to activate your Digital Secure Key.

If you no longer have your old device or you've deleted the HSBC Australia Mobile Banking app without deactivating your Digital Secure Key:

Please call us on 1300 306 543 and we can assist in switching over your Digital Secure Key.

There are two ways you can enable biometrics on the HSBC Australia App.

Method 1:

Select 'Enable biometrics' on the HSBC Australia App and enter your PIN.

Method 2:

1. Log on to the HSBC Australia App, then go to 'Profile' and select 'Security'. Choose 'Enable biometrics' – you may also need to grant the app permission to enable biometric authentication.
2. Follow the on-screen instructions and enter your PIN.
3. You'll see on-screen confirmation letting you know that biometrics have been enabled. We may also send you confirmation via email.

Note: Biometric authentication is available on Apple devices and compatible Android devices only. 

Step 1: Open the HSBC Australia App, select 'Log on with PIN', then 'Forgot your PIN?'.

Step 2: Select how you want to verify your identity and follow the instructions to do so.

Step 3: Follow the instructions to create and confirm your new PIN.

Please note that your new PIN should not:

• include the same number more than once in a row, eg 000
• include more than three sequential numbers in ascending or descending order, eg 1234
  
• include repeating patterns, eg 010101
• be based on your birthday or any other significant dates like anniversaries
• use the passcode for unlocking your mobile device

Step 4: You'll see on-screen confirmation letting you know that biometrics have been enabled. We may also send you confirmation via email.

Note

If you've activated your Digital Secure Key on one device only, you'll need your password to reset it. Please log on to HSBC Online Banking with your Digital Secure Key to manage your password.

Step 1: Open the HSBC Australia App but don't log on. Instead, select 'Generate security code'.

Step 2: Select the action you want to perform:

• Log on to online banking
• Verify the transaction
• Re-authentication code

Step 3: Enter your PIN or use biometrics.

Step 4: A security code will then be generated. Next, enter it as requested. The security code will expire after 32 seconds and can only be used once. You will need to generate a new code if you wish to authorise a new transaction.

There are different HSBC apps for different countries and regions. For Australia, you'll need to download the HSBC Australia Mobile Banking app. 

Download the HSBC Australia Mobile Banking app via the App Store or Google Play. Open the app and select 'Not registered for online banking'.

You'll need the following information to register:

You can then follow the prompts to set up your username and password.

You can continue to use the HSBC Mobile Banking app that you're using to access those accounts. You can still download the new HSBC Australia Mobile Banking app to manage your Australian accounts. 

If you've forgotten your username, please call our contact centre.

If you've forgotten your password, log on to HSBC Online Banking and select 'Forgotten your password' on the navigation menu. You can then follow the prompts to reset it.

Please note that this will reset your online banking password and not your Digital Secure Key.

No. You can only activate the Digital Secure Key on one mobile device at a time. 

Download the HSBC Australia App and follow the on-screen instructions to activate your Digital Secure Key. You may also refer to the quick guides in the ‘What is the Digital Secure Key?’ section above for details. 

No, there will be no changes to your existing username and password. To access all functions on HSBC Online Banking, log on with your username and a security code generated from your Digital Secure Key or physical Secure Key. You can still log on without using a Digital Secure Key, but you will be limited to basic functions. For example, you can view your accounts but not send money to new payees or edit your personal details. If you want full access to online banking, activate your Digital Secure Key (or physical Secure Key) once you've registered for Online Banking. 

This is part of our enhanced security measures to protect our customers from unauthorised access. You will be required to do so only when you log on to HSBC Online Banking on a new or untrusted browser. Once you verify and trust your browser, you will be able to log on seamlessly without additional verification in the future. You should only trust browsers if you're accessing them through a reliable personal device. Avoid doing so on public devices, such as computers in cafes and libraries. 

Certain changes to your device or browser could have taken place between your previous log on and your current one, such as a software version update. You will be required to verify your browser again for security reasons. 

Your masked destination mobile number is shown on the verification instruction page when we send out the SMS verification code. Please make sure the number is yours and is up to date.

To update your contact details, please log on to HSBC Online Banking, visit your nearest branch, or contact us.

Ensure that your mobile number is correct and updated in our records. To update your contact details, please log on to HSBC Online Banking, visit your nearest branch or contact us.

Alternatively, you can try again and request a new SMS verification code or log on with a security code generated from the HSBC Australia App instead.

If you've forgotten your username, please contact us.

If you've forgotten your password, you can reset it by selecting 'Forgot your password?' on the HSBC Online Banking log on screen. You can choose to generate a security code or answer your security question and input an SMS verification code sent by us to complete the reset.

If you’re unable to use any of these methods, enter your username on the log on screen and select 'Forgot your password?'. Select 'Call us with a reference code' to begin the process and receive a unique reference number. You will need to call our team with your reference number to complete the request.

A password is required to register and log on to HSBC Online and Mobile Banking.

The password is used to securely log you into your account and for us to identify you. It can also be used to securely activate your Digital Secure Key on the HSBC Australia App and reset your PIN.