The new security device

What is a security device?

A security device is a small, portable electronic device, which generates random security codes for one-time use, required to log on and transact on HSBC online banking.

We have recently introduced a new security device with enhanced security protection. Please refer to the section functionality section for more details.

pictures of the existing security device and new security device

Added transaction security

The new security device provides HSBC online banking users an additional layer of security to protect against fraudulent transactions. This requires you to:

  • Key in beneficiary-related information on the device for every transaction
  • Generate a unique security code on the device to authorise each transaction

The new security device is PIN-protected

The HSBC security device is unique as it is PIN-protected. You will have to set a PIN during activation and this PIN will be required to unlock the device before each use.

What is a security code?

A security code is a single-use random number generated by the security device. The security code is to be used together with your username and password when accessing HSBC online banking. It will also be required for third party fund transfers, bill payments and updating of your details on HSBC online banking.

What is a serial number?

The serial number is a unique 10-digit number used to identify your individual security device. It is located at the back of your security device in the format of XX-XXXXXXX-X where X is a number (e.g. 12-3456789-0). This number also helps with identification in the case of multiple security devices in a household or company and should not be removed.

Are there any risks associated with the serial number on the security device being visible?

The serial number is used to identify which security device is associated with a specific customer and is only required for the activation process. There is no risk associated with the serial number being visible.

Functionality

What is a security device?

HSBC is committed to a high level of online banking security. In our continual efforts to advance with technology and provide greater peace of mind for HSBC online banking customers, we are delighted to introduce a new security device.

Your security device will provide you with an additional 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.
  • Man in the middle - Where a fraudster intrudes into an existing connection to intercept the exchanged data and injects false information.
  • Shoulder surfing - Where a fraudster observes a victim entering their confidential details, and then re-uses these details to carry out fraudulent transactions.

How do I use my Security Device to log on and when do I need to use the numeric keys?

instructions on how to use the security device to log on and when to use the numeric keys

What is the difference in functionality between the new and existing security device?

The new security device gives HSBC online banking an additional level of security and provides better    protection for key transactions by requiring customers to input beneficiary-specific information (e.g.    account number, bill payee reference number etc) to generate a security code.

These transactions include:

  • Transfers to third party beneficiaries1
  • Bill payments1
  • Application of cashier's orders or demand drafts
  • GIRO payments (for Business Internet Banking customers only)
  • Update of address and contact details (for Personal Internet Banking customers only)

1You do not need to input such information if you are using "saved transfers" or "payee".

How long will the battery of the security device last?

The security device is battery-powered with a lifespan between three to five years, depending on the frequency of the usage. You will be prompted with a "BATT#" message when the battery of your security  device is running low.

The possible security device warning messages are as follows:

Indicator warnings
Indicator
What It Means
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 months estimated battery life remaining
BATT0
Battery life is exhausted
Indicator warnings
Indicator
BATT5
What It Means
5 months estimated battery life remaining
Indicator
BATT4
What It Means
4 months estimated battery life remaining
Indicator
BATT3
What It Means
3 months estimated battery life remaining
Indicator
BATT2
What It Means
2 months estimated battery life remaining
Indicator
BATT1
What It Means
1 months estimated battery life remaining
Indicator
BATT0
What It Means
Battery life is exhausted

Do I have to provide replacement battery for my security device?

No, the battery in the security device cannot be replaced. Your security device will provide warning that the battery is running low on power. You will then need to contact us to get a replacement device.

How do I replace my security device in the event that the battery is low?

You should print, complete and send us the replacement request form, or request for the form by contacting us. The replacement security device will be sent to your mailing address as per the Bank's records.

Meanwhile, you can continue to use your existing Security Device until you have received and activate your replacement.

Why is there a square border surround the numeric keys '1' and '3' on the new Security Device? Do they indicate any special meaning or function?

For HSBC Singapore, there is no particular meaning or function associated with this design.

Setting your PIN

Why do I need to set up a PIN for the new security device?

The HSBC security device is unique as it is PIN-protected. For added security, you will have to set a PIN during activation and this PIN will be required to unlock your device before use.

How many digits can I choose for the PIN?

You can only choose a 6-digit PIN for the new device.

How do I set up a new PIN?

Please follow the steps below:

instructions on how to set up a new PIN with the security device

What happens if my PIN setup is unsuccessful?

A message 'FAIL PIN' will be shown on the device, reflecting that your confirmation PIN did not match the first PIN entered. You will need to restart the PIN setup process by pressing the green button.

picture of security device with fail PIN message

Why do I see a message 'NEW PIN NOT SAFE' on the device?

This means that the new PIN that you have entered is not safe and could be guessed, ie repeating or sequential numbers (eg 111111, 123456, 543210). Please restart the PIN setup process and choose another 6-digit PIN.

picture of security device with weak PIN message

How do I change my PIN for the device?

Please follow the steps below:

instructions on how to change your PIN for the security device

What should I do if I forget my PIN for the device?

Please follow the steps below:

  1. Go to the HSBC online banking logon page, enter your username and click "continue".
  2. Click "Forgotten your security device PIN" link.
  3. Answer the two security questions that you have set up during your HSBC online banking registration and follow the on-screen instructions.

What should I do if I cannot remember the answers to my two security questions?

Please follow the steps below:

  1. Click "Continue" to proceed with the offline PIN reset.
  2. Enter your existing password and the 7-digit "Lock PIN code", and reset your two security questions and answers.
  3. Print out the on-screen form and mail it to us for processing.

Turning on your security device

How do I turn on my new security device?

Please follow the steps below:

instructions on how to turn on your new security device

Why do I see a 'FAIL 1', 'FAIL 2' or 'FAIL 3' message on the device?

This is because the PIN entered is incorrect. Press the green button to re-enter your PIN. You will have a total of 3 attempts to enter a correct PIN before the device is locked.

Replacing your security device

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

You should inform us to de-activate your lost or stolen security device immediately.

For Personal Internet Banking Users, please call our 24-hour customer service hotline on 1800-HSBC NOW (4722 669) in Singapore or (65) 6-HSBC NOW (4722 669) from overseas.

For Business Internet Banking users, please call our customer service centre on 1800 216 9008 (Singapore) or 65 6216 9008 (overseas). Secondary users should ask their primary user to request for a new security device on their behalf.

What should I do if my security device is broken?

You should print, complete and send us the replacement request form, or request for the form by contacting us. The replacement security device will be sent to your mailing address as per the Bank's records.