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General Questions on Security Device


Q: What is a Security Device?

A: A Security Device is an electronic device to generate a special, one time Security Code. You must enter the Security Code to access services under the "Security Device Logon Mode", such as securities trading and transfer to non-registered accounts.

The Security Device has been selected by HSBC as the technology that best meets our customers' need for flexibility and portability. We have recently introduced a new Security Device with enhanced security protection. Please refer to the section New Security Device – Functionality for details.

symbank


Q: What is a Security Code?

A: The Security Code is a special, one-time password used to access full range of Internet Banking service. The 6-digit password appears on the LCD screen of the Security Device for your input into the screen of HSBC Internet Banking.


Q: What is a Serial Number?

A: Serial Number is a unique number on the back of the Security Device that is linked to your HSBC Personal Internal Banking profile personally. The number is a 10-digit serial number, identifying your individual Security Device.

As a result, you can only use this individual Security Device, to access your HSBC Personal Internet Banking services. That means if your family member or friend has another Security Device for their Internet Banking services, you cannot use their device to generate a Security Code for your Personal Internet Banking service.




New Security Device – Functionality

Q: Why has HSBC introduced the new Security Device?

A: HSBC commits to protecting the security of our HSBC Internet Banking customers. As a leader in online banking security, we are delighted to introduce a new Security Device with enhanced security and service. New functions are also added in HSBC Internet Banking to enhance our services.


Q: How to use it for log on and when should I need to use the numeric button?

A:
symbank


Q: What is the difference in functionality between the new and existing Security Device?

A: The new Security Device not only enhances the security in HSBC Internet Banking, it also provides new functionalities in Internet Banking:

Stronger protection on existing functions

To provide enhanced security level for transactions which require stronger protection, the new device requires customer to input customer specific information (e.g. account number) to generate a Security Code.
These transactions include:
  • Making Transfer to Non-Registered Account
  • Setting up Standing Instruction
  • Making Bill Payment to Finance / Securities / Sports & Leisure


New functions

To maximize customer convenience, the following new functions are available on HSBC Internet Banking for customers with the new Security Device. Customers no longer need to fill in paper form request and the time for processing the request has also been reduced.
New functions include:
  • Setting up Registered Transfer Account
  • Defining or Increasing Online Transfer Limit


Q: For the new Security Device, I noticed that there are different formats of Security Code. What is the reason?

A: The new Security Device generates two types of Security Code with different format, which support different functions in HSBC Internet Banking. Please refer to details below:
symbank


Q: After I have submitted the following instructions, when will they be effective?

A: The following instructions will be effective immediately:
  • Making Transfer to Non-Registered Account
  • Setting up Standing Instruction
  • Increasing Transfer Limit of Non-Registered Account
  • Making Bill Payment to Finance / Securities / Sports & Leisure
  • Decreasing Transfer Limits
For the following instructions, submission before 9pm from Mon to Fri or 6pm on Sat will be effective on next working day:
  • Setting up Registered Transfer Account and Defining Transfer Limit
  • Increasing Transfer Limit of Registered Account



Q: When will the battery of the new Security Device expire?

A: The battery in the Security Device can last for three to five years, depending on the frequency of the usage.
The BATT message will be prompted when the battery of your Security Device is running low. Please log on to HSBC Internet Banking > Service Requests > Replacement of Security Device to apply for device replacement.


Q: Why is there a square on the '1' and '3' on the new Security Device? Do they indicate any special meaning or function?

A: The squares are unique design of the device which may be used by HSBC Internet Banking in other countries. For Hong Kong, there is no particular meaning or function associated with this design.


Q: What will happen if I pressed the '1' or '3' key before pressingsymbank?

A: As mentioned, the '1' and '3' with a square on the new Security Device are not designed for HSBC Internet Banking in Hong Kong. You are not able to generate a valid security code for instruction verification if you do so. Please press symbank to delete wrong entries on the LCD screen of the new Security Device, then, follow the instruction to re-enter your customer specific information to generate a valid security code.




New Security Device – Application


Q: My family member / friend has received a new Security Device from your Bank recently but I have not. Why is that?

A: HSBC aims to provide the highest standard of security to our customers and enhance customer experience on an on-going basis. To further enhance online security, we have introduced a new Security Device to offer higher security protection and support more services to enhance customer convenience. The first batch of our new Security Devices was issued to selected customers who need to access specific services on Internet Banking which require stronger protection with this new device.

If you have not received the device from us and would like to use the additional functions with the new Security Device, simply log on to HSBC Internet banking > Service Requests > Replacement of Security Device to apply for a new device. The new device will be mailed to customer's local address within the next 3 working days or overseas address within the next 7 working days, and please follow the instruction to activate your new device upon receipt.


Q: I have an existing Security Device but I would like to apply for a new Security Device, what should I do?

A: Simply log on to HSBC Internet Banking > Service Requests > Replacement of Security Device to apply for a new device. The new device will be mailed to customer's local address within the next 3 working days or overseas address within the next 7 working days, and please follow the instruction to activate your new device upon receipt.


Q: Can I continue to use my existing Security Device?

A: For customers who have received the new device, they will need to activate the new device according to the instruction on the letter sent to you. Once activated, please use your new Security Device for HSBC Internet Banking service and any previously activated Security Devices will no longer be valid and should be discarded. Customers would not be able to login their HSBC Internet Banking with the existing device if they are unable to activate their new device within the pre-defined period of time (i.e. 13 days for local address delivery or 17 days for overseas address delivery) from the issued date of the new device. They cannot continue to use their existing Security Devices since the new Security Device can further protect their security while doing HSBC Internet Banking.

For other customers, they may continue to use their existing device until their device has to be replaced (i.e. out of battery, lost or damage).


Q: What should I do with the old security device?

A: Once your new Security Device has been activated, your old Security Device will no longer be valid for logon or any transactions on HSBC Internet Banking, and it should be discarded.




Activation of new Security Device


Activate the new Security Device before use. Upon receipt of the new Security Device, you are required to activate it immediately or within the pre-defined period of time (i.e. 13 days for local address delivery or 17 days for overseas address delivery) from the issue date of the letter enclosed with your new Security Device. Otherwise, you will not be able to log on to HSBC Internet Banking.

Q: How to activate the new Security Device?

A:
For first time application of Security Device:

Please follow the steps below to activate the new Security Device:
  1. Log on to HSBC Internet Banking with Dual Password;
  2. You will be prompted a page which asks you to activate your Security Device;
  3. Follow the steps shown on the screen for activation.
To complete the activation process, you will need to enter the last 3 digits of your registered mobile phone number, Serial Number and Security Code from the Security Device, and the 6-digit Passcode which will be sent to your registered mobile phone.

Please make sure that your mobile device is turned on and have turned off SMS forwarding function during the activation process if you have subscribed to such service.

For replacement of Security Device:

Please follow the steps below to activate the new Security Device:
  1. Log on to HSBC Internet Banking with your existing Security Device;
  2. You will be prompted to click on the activation link;
  3. Click the activation link and follow the steps shown on the screen.


You will need to enter the Serial Number and Security Code from your new Security Device, and the Security Code from your existing Security Device to complete the activation process.





Disposal of Old Security Device


Q: How should I handle my old Security Device after activating the new Security Device?

A: Upon activation of the new Security Device, your old security device will no longer be valid. If you would like HSBC to dispose your old security device, you may consider dropping it into the collection boxes located at the following branches, or by visiting any other branch location convenient to you.
  • HK Island: Hong Kong Office and Paterson Street Branch in Causeway Bay
  • Kowloon: Mongkok Branch, Tsim Sha Tsui Branch, Kwun Tong Branch
  • New Territories: Shatin Plaza Branch, Citywalk Branch
We will help you to dispose of the Security Device in a safe and environmentally appropriate manner.




Transaction Signing


Q: How does inputting customer specific information into the Security Device increase the security level in Internet Banking?

A: The new device requires customer to input information specific to the transaction (e.g. account number) into the device to generate a Security Code. With this transaction signing function, the transfer will only be made to the account specified by the customer.


Q: When do I need to input customer specific information into the Security Device?

A: Customer specific information is needed to be input into the Security Device to verify your instruction. You need to input customer specific information into the Security Device when you are doing the following transactions:

  • Making Transfer to Non-Registered Account
  • Setting up Standing Instruction
  • Making Bill Payment to Finance / Securities / Sports & Leisure
  • Setting up Registered Transfer Account
  • Defining or Increasing Online Transfer Limit



Q: How do I know what customer specific information I need to input into the Security Device?

A: You may simply follow the procedure shown on the 'Verification' screen in HSBC Internet Banking and the verification information table below to input information into the Security Device and generate the Security Code. More examples on the information will be shown when you click on 'Details' in step 2 (see below):
Input procedure

symbank


Details

Making Transfer to Non-Registered Account
Setting up Standing Instruction
Setting up Registered Transfer Account and Defining Transfer Limit
Increasing Transfer Limit of Registered Account
Example
Please input
Beneficiary Account No. with 8 or more digits
123-45678-90
34567890
Beneficiary Account No. with 4-7 digits
123456
123456
Beneficiary Account No. with 0-3 digits
123
Not eligible for verification via Internet Banking. Please visit our branches to perform your transactions.
Beneficiary Account No. with non-digits
(Enter last 8 numeric only)
123A4567BC89D
23456789

Increasing Transfer Limits of Non-Registered Accounts
Example
Please input
HKID no. (Exclude alphabet and number in bracket)
A123456(7)
123456
Passport No. / Other Identification Document No. with 8 or more digits
123A4567BC89D
23456789
Passport No. / Other Identification Document No. with 4-7 digits
123A456BCD
123456
Passport No. / Other Identification Document No. with 0-3 digits
ABCD123EFG
Not eligible for verification via Internet Banking. Please perform your transactions via ATM, Phonebanking or directly visit our branches.

Making Bill Payment to Finance / Securities / Sports & Leisure
Example
Please input
Bill Payee Account No. with 8 or more digits
123-45678-90
34567890
Bill Payee Account No. with 4-7 digits
123456
123456
Bill Payee Account No. with 0-3 digits
123
Not eligible for verification via Internet Banking. Please perform your transactions via ATM, Phonebanking or directly visit our branches.
Bill Payee Account No. with non-digits
(Enter last 8 numeric only)
123A4567BC89D
23456789


Q: What can I do if I input a wrong digit into the Security Device during the verification process?

A: If you input a wrong digit into the Security Device, simply presssymbankto delete each digit one by one.


Q: What will happen if I holdsymbankfor a while (i.e. more than 2 seconds) during the input of information into the Security Device?

A: If you hold symbankfor 2 seconds during the input of customer specific information into your Security Device, all of your input will be deleted.


Q: I have pressed thesymbankorsymbankbutton already, but I still cannot see the Security Code. Why is that?

A: You should press and hold the symbankorsymbank button for 1 second for the device to generate the Security Code.




Exceptional Cases

Q: The Security Code on the LCD display has been disappeared after a while, what happened?

As a security measure, there is limited display time for each Security Code to display on the LCD screen. If the Security code disappears, simply follow the instructions on the screen of HSBC Internet Banking to generate the Security Code with your Security Device again.


Q: I've input the Security Code into Internet Banking, but it cannot be verified. What happened?

A: This may happen if you have entered an invalid Security Code into the screen. Please check the Security Code displayed on your Security Device and re-enter a valid Security Code to proceed with the verification.
If the code still cannot be verified, please contact us on:
  • (852) 2233 3322 for HSBC Premier customers
  • (852) 2748 8333 for HSBC Advance customers
  • (852) 2233 3000 for Other Personal Banking customers



Q: For the new Security Device, if I input incorrect information into the device, will this affect my instruction?

A: A valid Security Code will only be generated if you input correct customer specific information into the Security Device. If you've input incorrect information, please follow the instruction (i.e. starting from Step 1 on Verification screen in HSBC Internet Banking) again and ensure you input correct information to generate a valid Security Code.


Q: Are there any arrangements specially designed for customers who are visually impaired or blind?

A: We have a Security Device which is specially designed for the visually impaired. Customers who are visually impaired can request for the Security Device through calling our customer hotline at (852) 2233 3000. However, at the time being, we are only able to provide the previous type of Security Device to these customers. The new Security Devices for the visually impaired will be released by the end of this year.


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