Business Internet Banking Help Centre

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Your Security Device

The HSBC Security Device has been designed to provide your business with some of the highest levels of online protection. Here you can find out how it works, get answers to questions you may have and consult our handy troubleshooting guide.

Enhanced security to help protect your Business Internet Banking

Your Security Device is a two-factor authentication device that will help protect to you from fraud when you use Business Internet Banking. With this technology, you enjoy a far more secure online banking service.

Your Security Device is unique to your Business Internet Banking and is protected by a PIN code. The security codes it generates are displayed only on your device and are therefore seen only by you.

You'll need your device to log on to Business Internet Banking, to add new beneficiaries (for example when you're paying someone for the first time), and if you want to add or amend a secondary user's profile.

Digital Security Device

The Digital Security Device is the digital version of the physical Security Device and is a feature on the HSBC UK Business Banking app. You can generate codes to log on, make payments and authorise changes without carrying a separate device.

For more information visit Digital Security Device (hsbc.uk)

Using your Security Device

The green button - for generating security codes

Press and hold for 2 seconds to turn on the device
Enter your PIN
Press once to delete one character, press and hold to clear the screen
After you've entered your PIN and you see the 'HSBC' screen, press the green button again to generate a log on security code
After 30 seconds of inactivity, the device will automatically switch off - your device does not have an off button

The yellow button - for creating authorisation codes

To create new or amend existing payees details, you'll need to use the yellow button to create an authorisation code

Creating a New Payee

You can create a new payee in one of two ways:

Go to Manage payees under Manage Payments and click Add new payee or go to Make a bill payment and click add new payee button.

Confirmation of Payee is a service that helps protect against scams and mistaken payments by checking the name of a payee against the name held by the payees’ bank. This will help confirm that you are paying the correct person or business.

When you are adding a new payee, we will ask for their full name as held by their bank (up to 140 characters), as well as the type of account they hold (personal or business). This information will be passed to their bank, who will confirm if it matches their records.

When you have entered your details you will be asked to enter an authorisation code.

Once you have entered the code correctly the new payee will be added to your payee list and you can progress to make a payment to the new payee.

After entering the amount you want to pay, you will be asked again to authorise the payment using the yellow button.

You will be shown a 4 digit code and you will need to enter this along with the last 4 digits of the payees account number into your security device to generate an authorisation code, an example of the screen is below.

If you are creating and paying a new credit card beneficiary or amending existing payees details for a credit card, you'll also need to use the yellow button to create an authorisation code
In this situation you will be asked to enter the 4 digit code which will be shown on the screen plus the last 4 digits of the credit card reference number (usually 16 digits). See below for an example.

The number 3 button - for creating authorisation codes

If you are creating or amending a payee for a verified organisation such as a utility company or council, you'll need to use the number 3 to generate a confirmation code.

Creating a New Payee

You can create a new payee in one of two ways:

Go to Manage payees under Manage Payments and click Add new payee or go to Make a bill payment and click add new payee button and select to a pay a verified organisation.

When you have entered your details you will be asked to enter a confirmation code as below.

What is a Security Device?

It is a small device, protected by a PIN code, which will help to protect you against Internet Banking fraud. Without it, you'll be unable to access Business Internet Banking.

The device is used as an added layer of security to protect Business Internet Banking. When you try to log on to Business Internet Banking you'll be asked for a username and password (which you create when you activate the service). You are also asked to enter a security code from this device.

The Security Device helps protect you if someone obtains your log on details through deception (e.g. a Phishing email) as you always need to use the Security Device to access Business Internet Banking. Please make sure you protect it well. Think of it as the keys to your safe.

What if it's stolen or I lose it or I break it?

Can I replace the battery?

No, the device is security sealed. Any attempts to open the device or replace the battery will stop it working and you will be unable to log on to Business Internet Banking. The battery lifetime is measured in years rather than months. The device will warn you two months before the battery expires, please contact us if you see this message and we will replace the device. Please call the Business Internet Banking Helpdesk.

Is it safe to send the Security Device by post?

I am disabled and can't use the Security Device. Does this mean I can't use the service?

I’m being asked to use something else other than the last 4 digits of the account number?

Secure Key troubleshooting guide

'HSBC' is displayed

'NEW PIN' is displayed next to a dash

'PIN CONF' is displayed next to a number of dashes

'PIN' is displayed next to several dashes

'FAIL Pin' is displayed

'LOCK NEW PIN not SAFE' is displayed

'PIN FAIL 1', 'PIN FAIL 2' or 'PIN FAIL 3' is displayed

If you enter an incorrect PIN, you will see the message 'PIN FAIL 1'
Lightly press the green button to enter your PIN again
You will have three attempts to enter your PIN correctly
Your Security Device will remember the number of failed attempts you have made
So if you enter an incorrect PIN again, you will see the message 'PIN FAIL 2'
And after the third incorrect attempt ('PIN FAIL 3'), the Security Device will become locked
Please click on the Lock PIN message below to find out what to do next

'LOCK PIN' is displayed next to a 7-digit code

If your HSBC Security Device is locked, it will display a seven-digit code on screen whenever it is turned on
To continue using Business Internet Banking, you will need to reset your PIN online
To do this, start logging on to Business Internet Banking and enter your user ID
At the next screen, click the 'Forgotten your Security Device PIN'
Follow the on screen instructions and you will be given a PIN Reset Code
Once you have the code, press the green button lightly and quickly - do not hold it down
You will then be prompted to input the code

'LOCK PIN' is displayed next to 7 dashes

'LOCK PIN - - - - - - - -' is displayed

'FAIL 1', 'FAIL 2', or 'FAIL 3' is displayed

If you enter an incorrect PIN, you will see the message 'FAIL 1'.
Press the green button to enter your PIN again.
You will have three attempts to enter your PIN correctly.
Your Security Device will remember the number of failed attempts you have made, so if you enter an incorrect PIN again, you will see the message 'FAIL 2'.
And after the third incorrect attempt ('FAIL 3'), the Security Device will become locked.
Please click on the Lock PIN message below to find out what to do next.

'LOCK PIN FAIL 1', 'LOCK PIN FAIL 2', 'LOCK PIN FAIL 3' or 'LOCK PIN FAIL 4' is displayed

These messages are displayed when the PIN reset code has been entered incorrectly
Lightly press the green button and you will then be prompted to enter the reset code again
Please ensure you are entering the reset code exactly as it appears on screen in your Business Internet Banking
To protect you from fraud, the Security Device will lock after four incorrect entries
If the PIN reset code is entered incorrectly a fourth time, the Security Device will be temporarily locked and you will be unable to use it for approximately 1 hour
The 'LOCK PIN FAIL 4' message will remain on the screen until the lock out has expired, then the Device will automatically power off
When you turn your Security Device back on, 'LOCK PIN' will be displayed on the screen next to and a 7-digit number
Lightly press the green button and enter the PIN reset code again
If you are unsure what your PIN reset code is, you can generate another code
To do this, start logging on to Business Internet Banking and enter your user ID. At the next screen click the 'Forgotten your Security Device PIN', follow the on-screen instructions and you will be given another PIN Reset Code

'LOCK NEW PIN' is displayed next to a dash

'LOCK PIN CONF' is displayed next to a number of dashes

'LOCK FAIL PIN' is displayed

To change your PIN

Step 1.
Unlock your device, then from the HSBC screen press and hold button 8 for 2 seconds to access the change PIN function.

Step 2.
Enter your new 4 to 8 digit PIN using the keypad (Press the green button if you need to delete one character and hold it to clear the screen).

Step 3.
If your new PIN is less than 8 digits you'll need to press the yellow button. If you choose an 8 digit PIN then the device will skip straight to the next screen and ask you to confirm your PIN.

Step 4.
Confirm your new PIN by re-entering it. When the final digit is entered the screen will automatically progress. (Press the Green button if you need to delete one character and hold it to clear the screen.)

Step 5.
'NEW PIN CONF' is displayed for 2 seconds if the PIN is successfully changed. The device will turn off after 30 seconds.

If you see a 'Fail PIN' message then the two PINs entered did not match and the Security Device PIN is NOT changed. You can press the yellow button and re-start at step 1.

If you see a 'not SAFE' message displayed then the PIN entered is weak and can be guessed easily. You'll need to choose a new PIN and then confirm it to finish the process.

'NEW PIN not SAFE' is displayed

'NEW PIN CONF HSBC' is displayed