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Frequently Asked Questions
- What is a Security Device?
- What is a Security Code?
- Why is HSBC introducing a Security Device for Personal Internet Banking?
- Why has HSBC selected the Security Device solution rather than other security measures?
- Is it safe to send the Security Device by postal mail?
- Will I have to pay for the use of the Security Device?
- Can I choose to not use the Security Device for online@hsbc?
- Is HSBC going to continue the use of online@hsbc Personal Security Code (PSC)?
- What if I have forgotten my online@hsbc Username or Password?
- Is there a deadline to activate the Security Device after it is received?
- Why is HSBC giving me only one Security Device and may I request for another as a backup?
- What is a Serial Number?
- How do I use my Security Device?
- What if I accidentally press the button on the Security Device?
- Will you suspend my online@hsbc access if I input the wrong Security Code?
- What if the Security Code is not accepted?
- Can I collect my Security Device at a HSBC Branch?
- How is the Security Device powered?
- Do I have to provide replacement batteries for the Security Device?
- What should I do to order a replacement Security Device?
- What should I do when I receive a replacement Security Device?
- Do I need to return the damaged Security Device when I receive a replacement?
- How long do I have to wait for the replacement Security Device to be delivered?
- I am a frequent traveller, can I use the Security Device to logon to online@hsbc when I am in overseas?
- Can the same Security Device be shared among different online@hsbc customers?
- Is the Security Device generating mechanism easy to imitate? Since the Serial Number of the Security Device is explicitly printed, would it be easy enough to 'copy ' the serial number for generating the password.
- I am / will be residing overseas for a long period of time and will not be able to collect the Security Device that HSBC mailed to my home address. Can you arrange for another Security Device to be delivered to a temporary address overseas?
1. What is a Security Device?
A Security Device is a small, key-ring size, digital generator provided to online@hsbc Personal Internet Banking customers. Once activated, you will need to use the Security Device to generate Security Codes, which are required when you logon and transact on online@hsbc from 6 August 2006.
2. What is a Security Code?
A Security Code is a single-use random password generated by the Security Device. The Security Code is to be used together with your Username and Password when accessing online@hsbc. It will also be required for third party fund transfers, bill payments, and updating of your customer details on online@hsbc.
3. Why is HSBC introducing a Security Device for Personal Internet Banking?
As a bank we are used to thinking about security. The growth of the Internet has offered greater flexibility for us all, but it also brings new risks that must be guarded against. The Security Device ensures that only you are able to access your online@hsbc service.
HSBC is committed to high levels of online banking security and the introduction of the Security Device and Security Code provides an extra layer of security to ensure that your banking information and transactions online are safe and secure. With this added security feature, you can enjoy greater peace of mind knowing that the online transactions have been further authorized by you only.
Your Security Device provides you with a superior level of protection from a large variety of online threats, including:
| Identity Theft | Where a fraudster obtains personal details of a victim, and uses these details to complete fraudulent activities such as applying for loans, credit cards, ordering cheque books, etc. |
| Trojans (Keylogging / Screen Capturing) |
Where a victim discloses their confidential credentials to a fraudster by a Trojan unknowingly downloaded on their PC. |
| Phishing | Where a fraudster "phishes" for confidential information from a customer by pretending to be from a legitimate source such as a bank or a financial institution. These details are later re-used to carry out fraudulent transactions. |
| Shoulder Surfing | Where a fraudster observes a victim entering their confidential details, and then re-uses these details to carry out fraudulent transactions. |
Benefits
- Online security – the Security Device generates unique single-use passwords, known as Security Codes. This feature makes it extremely difficult to guess, copy, alter or tamper with your online@hsbc access and transactions.
- Convenience – simply bring the Security Device along with you to logon to online@hsbc. No hardware or software installations will be required in using the Security Device.
- Technically superior - The Security Device solution is technically superior to the PSC. With the Security Device, you will not be subject to telecommunications network constraints such as time lags or non-receipt of SMS messages (as the case may be with PSC). The Security Device is owned by you and will be associated with your online@hsbc credentials.
4. Why has HSBC selected the Security Device solution rather than other security measures?
The Security Device solution has been selected by HSBC as the technology that best meets our customers’ need for flexibility and portability, and our business volume requirements. The Security Device meets industry best practices for Two-Factor Authentication standards, while providing the following benefits to you:
- The Security Device itself generates the Security Code. As there is no dependency on a third party for Security Code generation or transmission, our customers do not need to rely on another party’s service standard to access online@hsbc.
- The generation of the Security Code is not dependent on capacity constraints, signal availability or the geographical location of our customers.
- The Security Device is small, light and portable. It can be used on Internet-enabled terminals and does not require any downloads, setups or system adjustments.
5. Is it safe to send the Security Device by postal mail?
The Security Device is delivered to your correspondence address per the bank records. Prior to use, the Security Device must be activated online. Until activation is completed, the Security Device has no security value. It is safe to send the device via postal mail, as a potential fraudster would not be able to attach the Security Device to your profile to commit fraudulent transactions unless they are in possession of all your online@hsbc Personal Internet Banking credentials.
If you suspect that your online@hsbc Personal Internet Banking credentials have been compromised, please contact our Customer Service Hotline on 1800-HSBC NOW (4722 669) in Singapore or (65) 6-HSBC NOW (4722 669) from overseas.
6. Will I have to pay for the use of the Security Device?
As part of our commitment to online banking security, we will issue your first Security Device to you free of charge. In the event of loss of the security device, HSBC may levy a fee for replacements specifically caused by loss or negligent damage to the Security Device. The replacement fee for one Security Device will not exceed S$ 20.00.
7. Can I choose to not use the Security Device for online@hsbc?
No. HSBC has a duty to ensure that your banking information and online transactions are safe and secure. The use of a Security Device will allow us to provide maximum security to you.
8. Is HSBC going to continue the use of online@hsbc Personal Security Code (PSC)?
The use of the Personal Security Code (PSC) will cease on 6 August 2006. As such, please note that the PSC will not be retrievable via Personal Phonebanking from 6 August 2006.
9. What if I have forgotten my online@hsbc Username or Password?
Please contact our Customer Service Hotline on 1800-HSBC NOW (4722 669) in Singapore or (65) 6-HSBC NOW (4722 669) from overseas.
10. Is there a deadline to activate the Security Device after it is received?
No, there isn't. However, when you logon to online@hsbc for the first time after 6 August 2006, you will be prompted to complete a one-time Service Activation process. On-screen instructions will guide you through this process. You will be required to use the Security Device to logon and transact via online@hsbc thereafter.
11. Why is HSBC giving me only one Security Device and may I request for another as a backup?
Only one Security Device can be linked to your online@hsbc access at any point in time. This is to ensure that only you are able to access your online@hsbc service. The Security Device is unique and has a distinctive Serial Number that helps prevent copying, alteration, or tampering.
12. What is a Serial Number?
The Serial Number is a unique 10-digit number used to identify your individual Security Device. It is located on the back of your Security Device, and it's in the format of XX-XXXXXXX-X where X is a number. (eg. 12-3456789-0). This number also helps with identification in the case of multiple Security Devices in a household and should not be removed.
13. How do I use my Security Device?
When prompted for a Security Code on online@hsbc:
- Ensure that the LED screen is facing you and the light-grey button is on your left-hand side.
- Press once on the light-grey button of the Security Device to generate a Security Code.
- Enter the displayed digits into the requested field on online@hsbc via your computer’s keyboard.
The Security Device will turn off automatically after a short time interval. To generate a new Security Code, simply press the light-grey button of the Security Device again. As a Security Code is single-use code to be used for one transaction only, you will need to obtain a new code for each Logon or when you execute certain transactions online.
14. What if I accidentally press the button on the Security Device?
It does not matter. The security codes are randomly generated and this will not affect your subsequent logons or transactions.
15. Will you suspend my online@hsbc access if I input the wrong Security Code?
To protect personal information, your online@hsbc service will be disabled if you enter too many incorrect Security Codes. This feature acts as a fraud deterrent as well.
16. What if the Security Code is not accepted?
If the Security Code is not accepted, you can generate a new Security Code to try again. Should you continue to face difficulties, please contact our Customer Service Hotline on 1800-HSBC NOW (4722 669) in Singapore or (65) 6-HSBC NOW (4722 669) from overseas for further assistance.
17. Can I collect my Security Device at a HSBC Branch?
No, the Security Device will be delivered to your mailing address for your convenience. Please ensure that your mailing address in our records are up-to-date.
18. How is the Security Device powered?
The Security Device is battery-powered with a lifespan between three to five years. The "BATT #" message appears when your Security Device battery is running low. You cannot replace the battery in this device but will need to request for a replacement.
Security Device warning messages:
| Message | What It Means |
| Display (eg. B E I L O S) |
The Online Security Device may be upside down. |
| BATT 5 | 5 weeks estimated battery life remaining |
| BATT 4 | 4 weeks estimated battery life remaining |
| BATT 3 | 3 weeks estimated battery life remaining |
| BATT 2 | 2 weeks estimated battery life remaining |
| BATT 1 | 1 week estimated battery life remaining |
| BATT | Battery life is exhausted |
19. Do I have to provide replacement batteries for the Security Device?
No, the Security Device will provide warning that the battery is running low on power. Please contact the call our Customer Service Hotline on 1800-HSBC NOW (4722 669) in Singapore or (65) 6-HSBC NOW (4722 669) from overseas to order a replacement.
20. What should I do to order a replacement Security Device?
You should print, complete and send us the replacement request form available on www.hsbc.com.sg (Forms Centre) or request for the form by contacting us on 1800-HSBC NOW (4722 669) in Singapore or (65) 6-HSBC NOW (4722 669) from overseas. The replacement Security Device will be sent to your mailing address. The existing Security Device will also be cancelled when you advise us that the Security Device has been lost, broken or stolen.
21. What should I do when I receive a replacement Security Device?
Once you have received a replacement Security Device, simply Logon to online@hsbc to activate your Security Device. From 6 August 2006, there will be online instructions to guide you throughout the process.
22. Do I need to return the damaged Security Device when I receive a replacement?
Yes, we may request that you send back the damaged, broken or faulty Security Device. This is to allow us to diagnose faults. You should enclose the damaged or broken Security Device in an envelope and return it to the following address:
The Hongkong and Shanghai Banking Corporation Limited
Singapore Operations Centre - Banking Operations
Robinson Road P.O. Box 589
Singapore 901139
23. How long do I have to wait for the replacement Security Device to be delivered?
For customers with Singapore mailing addresses, the expected delivery time is 3 working days from receipt of the request for replacement. For customers with overseas mailing addresses, the Security Device may take up to 12 working days from receipt of the replacement request, depending on your local post schedule.
24. I am a frequent traveller, can I use the Security Device to log on to online@hsbc when I am overseas?
Yes you can. If you typically use our online services from more than one location, we suggest that you make it a habit to bring the Security Device with you when you travel. This is the reason the Security Device has been designed to be small, light and portable.
25. Can the same Security Device be shared among different online@hsbc customers?
No, the Security Device cannot be shared between different online@hsbc customers. Each online@hsbc customer will receive one Security Device, which will be associated with their Username, Password and other security credentials.
26. Is the Security Device generating mechanism easy to imitate? Since the Serial Number of the Security Device is explicitly printed, would it be easy enough to 'copy ' the Serial Number for generating the password.
The Security Code is a randomly generated number, and the algorithm formulas are protected with high security standards. The probability of guessing the number is extremely low given that the number is only valid for a short period of time. The Serial Number is only used for the activation process to identify which Security Device is associated with a customer. There is no risk associated with exposing the Serial Number.
27. I am / will be residing overseas for a long period of time and will not be able to collect the Security Device that HSBC mailed to my home address. Can you arrange for another Security Device to be delivered to a temporary address overseas?
No, the Security Device will be delivered to your mailing address for your convenience. Please ensure that your mailing address in our records are up-to-date.
