Throughout history, people have always found ingenious ways to protect what's important to them. At HSBC, we are constantly finding new ways to help keep your information safe. The new HSBC Secure Key is a portable device that will upgrade your Personal Internet Banking security to give you even more protection against fraud.
Your key to extra protection
We are one of the first banks in Qatar to introduce such a device, which is easy to use and provides added protection by generating a new security code each time you use it, to help ensure only you can access your Personal Internet Banking.
- Two-factor authentication
The Secure Key is a two-factor authentication device that will help protect you from internet banking fraud. Devices like these are commonly being used for secure transactions around the world. With this technology, you will need not only your password or PIN to log on but also a unique code that is generated by your personal Secure Key device.
- Peace of mind
Secure Key gives you greater peace of mind because you have an extra layer of security.
- Easy to use
Just switch it on, enter your Secure Key PIN code and it will give you a unique, one-off six-digit passcode that is only seen by you each time you log on. It's as simple as that.
- Small and portable
It's about the same size as a credit card and should easily fit into your purse or wallet, so you can still bank online whenever and wherever it suits you.
Answers to frequently asked questions
From managing your accounts online to what you can do in Internet Banking to details on making transfers and payments to Global View and Global Transfers. It's all here.
What is Secure Key?
The Secure Key is an electronic device used to generate a special, one time 6-digit security code. You must enter the Security Code to access full Internet Banking services, such as transfer to non-registered accounts, access to Global View, and other High risk Transactions.
The Secure Key has been selected by HSBC as the technology that best meets our customers' need for flexibility and portability. We have recently introduced a new Secure Key with enhanced security protection.
Why is the Bank making me upgrade to Secure Key?
Securing customer information is key to HSBC. We are constantly evolving how we keep you protected and Secure Key is the latest of these innovations. In the face of increasingly sophisticated online threats, it gives valuable added protection. Your Secure Key generates a new security code each time you use it, to help ensure only you can access your accounts.
How does Secure Key work?
Secure Key brings an additional level of protection to our online customers. Once activated, it is uniquely linked to you and must be used each time you log on to allow access to high risk transactions. The Secure Key will generate a security code which we will validate at log on. This number will only be accepted for a short period of time. Please click here to view a demo.
How can I order a Secure Key device?
The Secure Key device can be ordered by clicking on the "Order Secure Key" banner on Internet Banking, or by calling the call center on 4441 1550 within Qatar, and +974 4441 1550 from abroad.
Will there be any changes to the Log On process?
Yes we have slightly changed the look of our log on pages.
The new pages are as follows:-
• When you click the "Log on" button from the right hand menu, you will be asked to enter your user ID in the centre of the next page
• This box will be labelled "Internet Banking ID" eg IB1234567890 or JOHN123"?
• You will then be prompted to enter your Memorable Answer, and Secure Key Code. If You do not have the Secure Key at hand, You may click on the link "I do not have my Secure Key. Logon using the password." You will then be directed to the logon with Password and Memorable Answer page
Remember, if you are ever asked to enter your full security number or any other security details online, it is likely that you are not on a genuine HSBC page.
Do I need to activate the Secure Key?
HSBC sees the upgrade of all its customers to Secure Key as a fundamental part of its strategy to keep them safe online. You have around 90 days from receipt of the Secure Key to upgrade and can do this at any convenient time within that period. If you do not activate your Secure Key within this period, the next time you attempt to log on you will have to upgrade to maintain your online access.
Do I have to use my Secure Key every time I log on?
To access full service Personal Internet Banking from 6th September 2013, you will require an HSBC Secure Key as there are certain functions that are considered high risk. As you would appreciate, our effort is to protect your accounts with the highest level of security possible.
You can continue to access Personal Internet Banking with limited services using your existing password after 6th September 2013, until you receive your HSBC Secure Key and at times when you don't carry your Secure Key.
What do you mean by 'limited services'?
Limited Services refers to all low risk transactions which include the following:
Account Summary, Open New Account, Open New Term Deposit, Net Worth Statement, Payment History, Future Payments, Foreign Exchange, Transfers, Make a Transfer within your own Accounts, Transfer History, Future Transfers, Rates Enquiry, Interest Rate Enquiry, Currency Calculator, Services, Order Cheque Book, Select Accounts, Contact Centre, Read Message etc.
What Internet Banking functions will I be able to use without having the Secure Key?
You will be able to access some areas of Internet Banking without using your Secure Key, but you will not be able to make transfers/payments to outside of your HSBC accounts. You will still be able to access the following services:
Account Summary, Open New Account, Open New Term Deposit, Net Worth Statement, Payment History, Future Payments, Foreign Exchange, Transfers, Make a Transfer within your own Accounts, Transfer History, Future Transfers, Rates Enquiry, Interest Rate Enquiry, Currency Calculator, Services, Order Cheque Book, Select Accounts, Contact Centre, Read Message etc.
What do I do if I do not have my Secure Key with me, can I use someone else's?
No. Your Secure Key, once activated, is uniquely linked to you. Should you need access to your accounts and do not have your Secure Key, you can continue to access Personal Internet Banking with limited services using your existing password.
Can I have a second Secure Key, one for work and one for home?
To maintain the security and integrity of the system, only one Secure Key can be activated and linked to each customer. The Secure Key has been designed so that it is small enough to carry in a wallet or purse with your cards or attached to a key ring. Should you need access to your accounts and do not have your Secure Key you can continue to access Personal Internet Banking with limited services using your existing password.
Why can't I use my mobile phone to generate a security number to log on with, rather than have to carry a Secure Key with me?
Secure Key has been uniquely designed for HSBC as a sealed, tamper proof unit which makes it very difficult for an attacker to compromise. The nature of modern mobile phones, with their ability to download software, makes it much more difficult to guarantee the same level of robust security found on the physical device. The Secure Key has been developed to be small enough to easily fit a purse or wallet which we hope makes this method of access as convenient as possible.
Why do I need to re-enter a security code each time I perform a transfer on Personal Internet Banking?
It is essential that you enter your security code before confirming an electronic transfer via Internet Banking. It helps us validate your identity to ensure you're protected from all fraudulent activities. The 6-digit code is generated by your Secure Key and guarantees the safest Internet Banking experience.
It is imperative that you follow the on screen process to generate your Transaction Data Signing (TDS) code.
How do I carry out third party transfers using Transaction Data Signing (TDS)?
Third party transfers are simple and secure. Turn on your Secure Key and enter your PIN. Once validated, you will be prompted with 'HSBC'. Next, press the yellow button on your Secure Key device. You will be prompted to enter the last four digits of the beneficiary account number.
Once entered, press the yellow button once again to generate a six-digit code. Enter the code in the field labeled 'Transaction Signing Code' and click 'Transfer'. Check the details entered and click 'Confirm' to complete the transfer.
Upgrading
What happens if I do not upgrade to Secure Key?
You will not be able to access some areas of Internet Banking without using your Secure Key which are considered as high risk after Secure Key becomes mandatory, which are mainly transfers or payments to outside your HSBC accounts. If you have already ordered or received your Secure Key and not activated within 90 days, you will not be able to login to Internet Banking.
Why does my Secure Key keep switching off?
The Secure Key has been designed to power off after a given period of time to preserve battery life. In most scenarios this will be 30 seconds. We suggest only switching it on and entering your PIN just before you need to use it.
Log on details
Why do I have to set up a PIN on my Secure Key?
The PIN provides an extra layer of security. Combining this with your other log in details provides maximum protection for you, should the device be stolen or your details compromised online.
What is the difference between my memorable question/answer and security questions?
Your memorable question/answer will be asked in full each time you log on. Your security questions will only be needed if you forget one of your other log in details or lock your Secure Key PIN. They will allow you to reset online without the need to call us.
What if I forget or lock one of my login details or PIN?
You can reset any one of your log on details on line by using your security questions and other log on details. Simply follow the appropriate links on the log on page.
What if I forget all my log in details?
We will first ask you to complete an offline reset form, with details of what you would like your new memorable question/answer and security questions to be.
• If you have a Phone Banking Number and PIN, you can call us on 4441 1550, where we will identify you and activate your new security details. You can then logon using the new details
• If you do not use the Phone Banking service, you can print the Offline Rest Form, sign and submit it at any HSBC Branch
Will I still need to use my existing Password?
The existing password will still be needed at times where you do not have your Secure Key available. It will give you access to low risk transactions.
Replacements
How long does the battery last?
Your Secure Key's battery should last five years under average use. The device will warn you when the battery is low. At that point, please contact us and we will send you a replacement. This will avoid you losing any access to our service.
What happens if I lose my Secure Key or it breaks?
Please call us on 4441 1550 and we will immediately deactivate the Secure Key from your account and place a request for a replacement.
How long will it take for a replacement Secure Key to arrive?
Please contact our Call Center on 4441 1550 to place an order for your replacement Secure Key. After you order the Secure Key through our call center, you can collect it from the nearest HSBC branch.
For customers residing overseas, the Secure Key will be sent to you by courier within 15 days.
I have received my Secure Key and it is not working?
You will need to contact our Call Center on 4441 1550 to order a new Secure Key. After you order the Secure Key through our call center, you can collect it from the nearest HSBC branch.
For customers residing overseas, the Secure Key will be sent to you by courier within 15 days.
If I report my Secure Key as lost and then find it, can I use it?
For security, once you tell us you have lost your Secure Key, we will immediately de-activate it from your accounts to prevent fraudulent access. If you subsequently find it you will not be able to reuse it.
Will I be charged for issuing a new Secure Key if I lose the one provided? What if the battery runs out or if it breaks?
There is no charge for issuing or replacing a token.
HSBC will recycle your old Secure Key
If you are in Qatar you can return your old Secure Key to any HSBC Qatar branch or send it to us by post* on below address.
Secure Key Distribution Team
P O Box 57
Doha, Qatar
We would be glad to recycle your old Secure Key.
Customers overseas can either post* it back to your account holding branch or dispose of it locally using the options that may be available through your local recycling centres.
It should be noted that these devices should not be disposed of with your normal household waste. If you have any questions or need help with your Secure Key, our dedicated helpdesk team will be happy to assist you. Please call us on 4441 1550 (within Qatar) or +974 4441 1550 (outside Qatar).
* We will not cover any postage costs.
Current & Savings Account
