Help | Secure Key - HSBC Bahrain

Getting started with Digital Secure Key

Common issues

Using Digital Secure Key

Using physical Secure Key

Physical Secure Key User guides

Physical Secure Key FAQs

Getting started with Digital Secure Key

What is a Digital Secure Key?

A Digital Secure Key is an additional layer of security built into the HSBC Bahrain Mobile Banking app. It generates one-time passwords (OTP) for logging on to online banking and when making payments or amending personal details.

How do I activate the Digital Secure Key?

You’ll find the Digital Secure Key within the latest version of the app.

If you’ve used the HSBC Bahrain app before, launch the app and log on using your 6-digit PIN or biometrics. You’ll then be prompted to switch to Digital Secure Key. To complete the Digital Secure Key activation process, select ‘Confirm and continue’.

If you’re new to the HSBC Bahrain app, you’ll need to download it from the App Store or Google Play Store. One you’ve installed it, follow the instructions on screen to register and log on.

You’ll then be prompted to activate your Digital Secure Key – just select ‘Confirm and continue’.

If you choose not to enable the Digital Secure Key, you will no longer be able to access the HSBC Bahrain app.

Digital Secure Key Setup

Do I need a physical Secure Key to switch to a Digital Secure Key?

You don’t need your physical Secure Key to switch to Digital Secure Key.

If you’ve used the HSBC Bahrain app before, launch the app and log on using your 6-digit PIN or biometrics. You’ll be prompted to switch to Digital Secure Key. Select ‘Confirm and continue’ to complete the Digital Secure Key activation process.

If you’re new to the HSBC Bahrain app, you’ll need to download it from the App Store or Google Play Store. One you’ve installed it, follow the instructions on screen to register and log on.

You’ll then be prompted to activate your Digital Secure Key – just select ‘Confirm and continue’.

If you choose not to enable the Digital Secure Key, you will no longer be able to access the HSBC Bahrain app.

Maximum number of mobile devices

Why can’t I set up more than one mobile device?

To keep your accounts safe, and protect both you and HSBC from fraud, we’re limiting the number of devices you can use. You won’t be able to set up the HSBC Bahrain mobile app on more than one mobile device.

I’ve already set up more than one mobile device. Can I still use the HSBC Bahrain mobile app?

If you’ve already set up more than one mobile device, you can still access the HSBC Bahrain mobile app on them. But, you won’t be able to set it up on any more devices.

I’ve already set up three mobile devices. If I delink one device, can I still use the app on other devices?

If you have the HSBC Bahrain mobile app on three mobile devices and delink one of them, you can still access the app on the devices already registered. However, you won’t be able to set it up on any more devices.

I've uninstalled the app from my previous device, why can't I set it up on my new device?

If you delete the app from your old device without delinking it, you won't be able to set up the HSBC Bahrain mobile app in a new device.
To delink your previous device, you may either reinstall the app in your previous device and then delink it or please call us.

I've lost my previous device, how can I set up the HSBC Bahrain mobile app on my new device?

If you lose your old device with the app installed, you won't be able to set up the HSBC Bahrain mobile app on your new device until you delink the old one. To delink your previous device, please call us.

Common issues

What do I do if I can’t remember my username?

Your ‘username’ is the new name for your ‘Internet Banking ID’.

If you can’t remember your username or Internet Banking ID, please call us.

What if I've forgotten or locked my online banking password?

If you’ve forgotten or locked your online banking password go to the online banking log on page, select Forgotten your password and follow the on-screen instructions.

Can I use my physical Secure Key after activating my Digital Secure Key?

No, once you activate your Digital Secure Key, your physical Secure Key will stop working immediately.

You can dispose of your physical Secure Key responsibly or return it to any HSBC Bahrain branch.

What do I do if I’ve forgotten my Digital Secure Key 6-digit PIN?

On the HSBC Bahrain app select the Forgotten your PIN option on the log on screen and follow the on-screen instructions.

How do I set up the HSBC Bahrain app on a new device?

If you already have the HSBC Bahrain mobile app on a mobile device, you'll have to delink it.
To delink the HSBC Bahrain mobile app from an existing device, follow these steps:
• log on to the app
• go to ‘Profile’
• go to ‘Security’ and select ‘Manage devices’
• find the device to be delinked and select ‘Delete’
After you delink the HSBC Bahrain mobile app on your old device, you can set up your new device.

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

If your mobile device is lost or stolen, for your security, you should remove it from your profile as soon as possible.

If you have the HSBC Bahrain app on another device:

log on to the app
go to ‘Profile’ and select ‘Manage Devices’
find the lost device in the list and select ‘Delete’

If you don’t have the app on any other devices, please call us and we can remove your device from your profile.

Using Digital Secure Key

How do I use my Digital Secure Key to log on to online banking?

You can use your Digital Secure Key to generate a security code from the HSBC Bahrain app.

Here’s how:

Launch the HSBC Bahrain app (you need to have activated your Digital Secure Key).
Select ‘Generate a code’ from the bottom of the screen.
Select ‘Log on to online banking’.
Enter your 6-digit PIN or use biometrics.
Your security code will be displayed.
Enter the security code on the online banking logon page.

You can also follow the on-screen instructions on the online banking logon page.

How do I generate a transaction verification code using my Digital Secure Key, for online banking?

You can use your Digital Secure Key to generate a security code from the HSBC Bahrain app.

Here’s how:

Launch the HSBC Bahrain app (you need to have activated your Digital Secure Key).
Select ‘Generate a code’ from the bottom of the screen.
Select ‘Transaction Signing’.
Enter your 6-digit PIN or use biometrics.
You will be asked to input the requested digits from your transaction.
Your security code will be displayed.
Enter the security code on the online banking page.

You can also follow the on-screen instructions on the online banking page.

How do I generate a security code on the HSBC Bahrain app?

To generate a security code go to the log on page of the HSBC Bahrain app.

Select ‘Generate a Code’ from the logon page and choose to ‘Enter PIN’ or use biometrics as per your device setting.

Select the option you need and follow the on-screen instructions to generate your code.

Using physical Secure Key

I've lost my physical Secure Key - what should I do?

Upgrade to Digital Secure Key, and your lost physical Secure Key will stop working immediately. If you don’t have a compatible device, you can order a new physical Secure Key. Please call us immediately on +973 17529462 (within and outside Bahrain) to block it and order your replacement.

My physical Secure Key is not working - what should I do?

If your Secure Key is not working, we recommend upgrading to a Digital Secure Key. If you don’t have a compatible device, you can call us on +973 17529462 (within and outside Bahrain) to arrange a replacement physical Secure Key.

What if my mobile number is incorrect when generating a new activation code with my physical Secure Key?

Please contact customer services on +973 17529462 (within and outside Bahrain) so we can update this for you.

Where can I find my physical Secure Key serial number?

The Secure Key serial number is found in the bottom left corner, on the back of your physical Secure Key.

How can I change my physical Secure Key PIN?

If you’ve forgotten your physical Secure Key PIN, you can reset it by calling us on +973 17529462 (within and outside Bahrain). Alternatively, you can upgrade to Digital Secure Key instead.

How can I activate my physical Secure Key?

To activate your physical Secure Key, please make sure you have it with you when you first attempt to log on to online banking.

Step 1

Enter your online banking username then select ’Continue’

Step 2

Next, enter your password and log on.

Step 3

Select ‘Activate now’ to start the activation process.

Step 4

Follow the on-screen instructions, then select 'Activate now'.

Step 5

Check we have the right mobile number for you. If it’s correct, select ‘Request new activation code’. If it isn’t, call us on +973 17529472 (inside and outside Bahrain) to update your number.

Step 6

We’ll send you an activation code by SMS message. If it doesn't reach you within a few minutes, you can request a new code.

Step 7

Enter the activation code we’ve sent you. Next, follow the other on-screen instructions then select ‘Activate now’.

Step 8

All done! Your physical Secure Key is now ready to use.

Physical Secure Key User guides

If you're having difficulty with your Secure Key, choose the relevant screen display below for information to help you log on.

HSBC

This is the welcome screen. You will see this once your PIN has been accepted.

Press the green button to generate your security code.

Secure Key is waiting for you to enter your PIN. Enter your PIN. The number of dashes shown on the screen is equal to the number of digits in your PIN.

button

One of the buttons on your Secure Key has been held down for too long. To save battery power, Secure Key will automatically power off.

You should turn the Secure Key back on, enter your PIN and repeat what you were trying to do.

NEW PIN

You will need to create a new Secure Key PIN. Think of a PIN between 4 and 8 digits long. You should avoid using sequential or repeated numbers such as 1234 or 1111.

Enter this in to your Secure Key. Press the yellow button.

Note: If you make a mistake entering your PIN, you can use the green button to delete the last digit you have input.

NEW PIN NOT SAFE

The new PIN that you have entered is not safe and could be guessed. Please enter another PIN.

The PIN should be between 4 and 8 digits long and should not be sequential or use repeating numbers.

For example you should avoid using 1234 or 1111.

bAtt 0, 1 or 2

The battery power is running low. You can order a replacement Secure Key by calling +973 17529462 (within and outside Bahrain).

We are open 24/7. Calls may be monitored and/or recorded for security and service improvement purposes.

bAtt 0: minimal power left.

bAtt 1: approximately 1 month of power remaining.

bAtt 2: approximately 2 months of power remaining.

PIN CONF

The PIN you are setting up needs to be confirmed. Re-enter the PIN into the Secure Key.

NEW PIN CONF HSBC

You have successfully set up your PIN. You can now use your Secure Key to generate a security code.

FAIL PIN

Your confirmation PIN did not match the first PIN entered. Press the yellow button and repeat the steps to set up a PIN.

PIN FAIL 1 or 2

The PIN entered is incorrect. Press the green button lightly and quickly - do not hold it down. This will return you to the PIN entry screen.

You will then be prompted to input your PIN for the third time.

To protect you from fraud, the Secure Key will lock after three incorrect PIN entries.

PIN FAIL 3

The entered PIN is incorrect. The Secure Key is locked and will need to be reset. To do this start to log-on and enter your username. At the next screen click the Forgotten your Secure Key PIN link which you will find under the field Generate and enter the 6 digit security code. Follow the on screen instructions.

LOCK PIN 4635135

Your HSBC Secure Key is locked. To continue using online banking, you will need to unlock it. A reset code needs to be generated to unlock the Secure Key. To do this:

Start to log on and enter your username
At the next screen click the Forgotten your Secure Key PIN link which you will find under the field Generate and enter the 6 digit security code
Follow the on-screen instructions

Once you have the reset code, press the green button lightly and quickly - but do not hold it down. You will then be prompted to input the reset code.

LOCK PIN FAIL 1 or 2

The PIN reset code has been entered incorrectly. Press the green button lightly and quickly - do not hold it down.

You will then be prompted to enter the reset code again.

You should ensure that you are entering the reset code exactly as it appears on screen.

To protect you from fraud, the Secure Key will lock after 3 incorrect entries.

LOCK PIN FAIL 3 or 4

The PIN reset code was entered incorrectly for the 3rd or 4th time. The Secure Key is now temporarily locked. This message will remain on the screen of the Secure Key until the lock out has expired, then the key will automatically power off.

When the Secure Key is turned back on LOCK PIN and a 7 digit number will be displayed on the screen.

Press the green button lightly and quickly, do not hold it down and enter the same PIN reset code again. You should ensure that you are entering the code exactly as it appears on screen.

LOCK NEW PIN

Secure Key is unlocked and a new PIN needs to be set-up. Think of a PIN between 4 and 8 digits long. You should avoid using sequential or repeated numbers such as 1234 or 1111. Enter this in to your Secure Key. Press the yellow button.

Note: If you make a mistake entering your PIN, you can use the green button to delete the last digit you have input.

LOCK PIN

Secure Key is waiting for you to enter your PIN reset code. Input the 7 digit PIN reset code.

Once input correctly, you will be prompted to set up a new PIN.

LOCK NEW PIN NOT SAFE

The new PIN you have entered is not safe and could be guessed. Please enter another PIN. For example - you should avoid using sequential or repeated numbers such as 1234 or 1111.

LOCK PIN CONF

The PIN you are setting up needs to be confirmed. Please re-enter your chosen PIN.

LOCK FAIL PIN

Your confirmation PIN did not match the first. Press the yellow button and repeat the steps to set up a PIN.

If you are in Bahrain you can return your old Secure Key to any HSBC Bahrain branch, Customer service unit or send it to us by post¹ to the address below.

Secure Key Distribution Team
Kingdom of Bahrain

We would be glad to recycle your old Secure Key.

Customers overseas can either post¹ 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 +973 17529462 (within and outside Bahrain).

¹Please note, we will not cover any postage costs

Physical Secure Keys FAQs

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 online banking services, such as transfer to non-registered accounts, access to global view, and other high risk transactions. The digital 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 digital 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.

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 +973 17529462 (within and outside Bahrain).

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 username in the centre of the next page
This box will be labelled Online 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. Log on 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 60 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 online banking from 6 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 online banking with limited services using your existing password after 6 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. These are online banking functions you can access without using your Secure Key.

Which online banking functions will I be able to use without having the Secure Key?

You will be able to access some areas of online 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 or you can call our Call Center on +973 17529462 (within and outside Bahrain) and they will be more than happy to help. Once identified, they are able to assist you with any enquiries you have about your account or make payments on your behalf.

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 online banking with limited services using your existing password or you can call our Call Center on +973 17529462 (within and outside Bahrain) and they will be more than happy to help. Once identified, they are able to assist you with any enquiries you have about your account or make payments on your behalf.

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 online 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.

What happens if I do not upgrade to Secure Key?

You will not be able to access some areas of online banking after August 2013 without using your Secure Key which are considered as high risk, which are mainly transfers or payments to outside your HSBC accounts. If you have already ordered or received your Secure Key and not Activated, you will not be able to login to online banking effective August 2013.

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.

I am likely to be away from home when my Secure Key arrives

Please contact our Call Center on +973 17529462 (within and outside Bahrain) who will be able to arrange the delivery of your Secure Key when you return, or can arrange for overseas delivery.

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 log on 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?

This is a two stage process:

We will first ask you to complete an online reset form, with details of what you would like your new memorable question/answer and security questions to be
You then need to call us on +973 17529462 (within and outside Bahrain), where we will identify you and activate your new security details. You can then log on using the new details

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.

How long does the battery last?

Your Secure Key's battery should last 5 years under average use. The device will warn you when the battery is low. At that point, please contact HSBC 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 +973 17529462 (within and outside Bahrain) and we will arrange to send a new Secure Key by courier, free of charge.

How long will it take for a replacement Secure Key to arrive?

Your replacement Secure Key will take approximately 15 working days to arrive to a Bahrain address, overseas will take longer. In the interim you can continue to logon using your password and get access to online banking with low risk transactions, or call us at +973 17529462 (within and outside Bahrain) for conducting any high risk transactions.

I have received my Secure Key and it is not working?

You will need to contact our Call Center on +973 17529462 (within and outside Bahrain) to have a new Secure Key sent to you by courier. You will be able to continue full access via Internet Banking using your password until you receive your replacement Secure Key.

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. Your new Secure Key will normally be received in approximately 15 working days.

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.

Frequently Asked Questions Secure Key

Table of contents

Getting started with Digital Secure Key

What is a Digital Secure Key?

How do I activate the Digital Secure Key?

Do I need a physical Secure Key to switch to a Digital Secure Key?

Maximum number of mobile devices

Why can’t I set up more than one mobile device?

I’ve already set up more than one mobile device. Can I still use the HSBC Bahrain mobile app?

I’ve already set up three mobile devices. If I delink one device, can I still use the app on other devices?

I've uninstalled the app from my previous device, why can't I set it up on my new device?

I've lost my previous device, how can I set up the HSBC Bahrain mobile app on my new device?

Common issues

What do I do if I can’t remember my username?

What if I've forgotten or locked my online banking password?

Can I use my physical Secure Key after activating my Digital Secure Key?

What do I do if I’ve forgotten my Digital Secure Key 6-digit PIN?

How do I set up the HSBC Bahrain app on a new device?

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

Using Digital Secure Key

How do I use my Digital Secure Key to log on to online banking?

How do I generate a transaction verification code using my Digital Secure Key, for online banking?

How do I generate a security code on the HSBC Bahrain app?

Using physical Secure Key

I've lost my physical Secure Key - what should I do?

My physical Secure Key is not working - what should I do?

What if my mobile number is incorrect when generating a new activation code with my physical Secure Key?

Where can I find my physical Secure Key serial number?

How can I change my physical Secure Key PIN?

How can I activate my physical Secure Key?

Physical Secure Key User guides

See what different Secure Key screens mean

Recycling your Secure Key

Physical Secure Keys FAQs

General FAQs

Upgrading

Log on details

Replacements