The new Mobile Security Key and Fingerprint authentication | HSBC HK

HSBC HK Mobile Banking FAQ on HSBC HK Mobile Banking app

General Information about Mobile Security Key

1. What is a Mobile Security Key?

Mobile Security Key replaces your physical Security Device by creating a digital version and storing it safely on your mobile. Both provide extra protection for your accounts and transactions. Mobile Security Key is a feature within the HSBC HK Mobile Banking app and is used to generate a unique, one-time use security code in order to log onto Personal Internet Banking and access to full range of Personal Internet Banking services. It also makes logging on to the HSBC HK Mobile Banking app quicker and easier.

2. Why is HSBC offering me a Mobile Security Key?

Mobile Security Key has been designed to work as part of the HSBC HK Mobile Banking app on supported operating systems and devices. It can be used as a replacement for your physical Security Device. It means you do not need to carry a physical Security Device with you, and offers a more convenient way to access our full range of online banking services. Also, the Mobile Security Key can only be used on your chosen device. This provides you with an additional level of security.

3. What are the benefits of a Mobile Security Key over physical Security Device?

Mobile Security Key is stored in the HSBC HK Mobile Banking app. If you have a compatible device, you won't have to carry an additional physical Security Device with you to access our full range of online banking services. If you use the HSBC HK Mobile Banking app, Mobile Security Key will make logging on to the HSBC HK Mobile Banking app quicker and easier

4. How do I activate the Mobile Security Key on my mobile device?

Once you have downloaded the HSBC HK Mobile Banking app on your mobile device, you can log on and select "Mobile Security Key" from the settings menu. Please note that you need to have a valid and up-to-date mobile phone number and email address in our records in order to activate the Mobile Security Key.

5. Can I have a Mobile Security Key on more than one device?

For security reasons, your Mobile Security Key can only be registered to one device at a time. If you would like to change the mobile device which your Mobile Security Key is linked to, simply log on to the HSBC HK Mobile Banking App with your new mobile device and select "Mobile Security Key" from the settings menu. Then select "Switch to this device" and follow the on-screen instructions.

6. Can I use my tablet as my Mobile Security Key?

Mobile Security Key is supported on Apple and Android™ devices, including tablets, running the latest operating systems and versions of the HSBC HK Mobile Banking app. However, the design of the app is optimised for certain models only.

7. Can I have a physical Security Device as well as a Mobile Security Key?

To maintain the security and integrity of your accounts, only one Security Device can be activated at a time and owned by one customer. You can choose either a physical Security Device or a Mobile Security Key.

The physical Security Device has been designed in a way that it is small enough to carry in a wallet or purse with your cards or attach to a key ring.

The Mobile Security Key is accessed through the HSBC HK Mobile Banking app so you won't need to carry a physical Security Device with you.

8. What happens if I want to stop using my Mobile Security Key activated mobile device?

Before you discard your mobile device, you'll need to deactivate your Mobile Security Key, which you can do via the HSBC HK Mobile Banking app Settings menu.

If you have got a new mobile device but still have the old one, you can switch your Mobile Security Key from the old device to the new one if Mobile Security Key has not been deactivated from your old device. Download the HSBC HK Mobile Banking App on your new mobile device and select "Mobile Security Key" from the settings menu. You will be asked to generate a security code from your old device and input onto your new device for activation.

We recommend that you also reset your old device to factory settings after deactivation.

If you do not have your old device, then you will need to call us to deactivate the Mobile Security Key on the old device for you. You will need to activate Mobile Security Key on your new mobile device by selecting "Mobile Security Key" from the settings menu in the HSBC HK Mobile Banking app.

9. What happens if my Mobile Security Key activated device is lost or stolen?

If your don’t have any device which is available for registering Mobile Security Key, please call us and we will immediately suspend your Personal Internet Banking to prevent anyone else from accessing your account.

If your have device which is available for registering Mobile Security Key and you are a dual password user, you may switch the Mobile Security Key to the new device. After you logon with the new device and click "Switch to this device", HSBC HK Mobile Banking app will ask if you have your original device which has Mobile Security Key. You may choose "I don't have my other device" and continue to deactivate the Mobile Security Key from the other device. You can then follow the on-screen instructions to setup the Mobile Security Key after the deactivation is completed.

10. What should I do if I have changed the SIM card or mobile phone number on my Mobile Security Key activated mobile device?

Since Mobile Security Key is tied to your mobile device instead of your SIM card. No special arrangement is needed after you have changed the SIM card or mobile phone number on your Mobile Security Key activated device.

If you have changed your mobile phone number, please update the bank record by log on to Personal Internet Banking and select Change Personal Information and Address. Security Device or Mobile Security Key is required for update personal information.

11. What about my existing physical Security Device after activated Mobile Security Key?

Once your Mobile Security Key has been activated, your physical Security Device will be deactivated immediately. You can return this to any of our branches.

Log on details

12. Why do I have to set up a Mobile Security Key password?

To help prevent anyone else from generating a security code using your mobile device, you will be asked to set up a password for your Mobile Security Key.

13. What if I forgot my Mobile Security Key password?

You can reset the password by providing answers to your security questions and a one-time passcode validation. Simply follow the "Forgotten password?" link on the log on page. Please note that you need to have a valid and up-to-date mobile phone number and email address in our records in order to reset your Mobile Security Key password.

14. Can I change my Mobile Security Key password in the future?

Yes, if you would like to change your Mobile Security Key password, upon successful log on to the HSBC HK Mobile Banking app, select "Mobile Security Key" and then select "Change Password" from the Settings menu.

15. Do I have to use my Mobile Security Key every time I log on to HSBC HK Mobile Banking app?

Yes, you have to use your Mobile Security Key when you are logging on to the HSBC HK Mobile Banking app on a Mobile Security Key activated device. You no longer need your username and memorable answer after you have activated your Mobile Security Key while you still need to input certain personal credentials for logging on to Personal Internet Banking.

16. How do I use Mobile Security Key to log on to Personal Internet Banking?

You can use Mobile Security Key to log on to Personal Internet Banking as well, simply follow below steps to generate the security code. There are also on-screen instructions available on Personal Internet Banking log on page for you to follow.

• Launch the HSBC HK Mobile Banking app on your mobile device with Mobile Security Key activated

• Select "Generate Security Code" from the bottom of the app screen

• Select "Log on"

• Enter your Mobile Security Key password and tap “Generate code”. You can also use Face ID on Apple iPhoneX, iPhoneXS, iPhone XS Max and iPhone XR.

Your security code will be displayed, input in field provided in the Personal Internet Banking log on page.

17. Can I switch from the Mobile Security Key to a physical Security Device?

Yes. You can log on to Personal Internet Banking, scroll to the bottom, select "Manage security device" and proceed. If you are using older version of Personal Internet Banking, you can select "Switch to Security Device" to proceed under the "Manage Security Device" section. Your Mobile Security Key will be deactivated after you switch to a physical Security Device.

18. Can others use my Mobile Security Key activated device to log on to their mobile banking?

Mobile Security Key is activated on your personal device. Once it is activated, your Mobile Security Key is linked to your personal accounts, and only you can access your accounts through a Mobile Security Key activated device. Other users cannot log on to their mobile banking using your Mobile Security Key activated device.

19. Is it mandatory to activate the Mobile Security Key on my device?

Activating the Mobile Security Key on your device is optional. If you prefer to keep your existing security device, please select the option to activate the Mobile Security Key at a later stage.

20. Are there any restrictions to use an overseas mobile phone number to activate Mobile Security Key?

If you have successfully registered an overseas mobile phone number in the HSBC system, we will deliver the activation code to your phone number. Please ensure you are technically able to receive the message in the country you are in.

21. I am a visually impaired customer using the physical Security Device. Is there any special arrangement enabling me to use Mobile Security Key?

The HSBC HK Mobile Banking app follows accessibility standards for visually impaired customers to enable you to activate your Mobile Security Key. If you are in doubt, we suggest you to keep your existing physical Security Device designed for visually impaired customers.

22. Why is it not possible to register for Mobile Security Key with my existing HSBC Mobile Banking app?

Currently, we only support Mobile Security Key on the latest version of the HSBC HK Mobile Banking app.

23. Can I use someone else's device as my Mobile Security Key if I don't have my own device with me?

The Mobile Security Key is tied to your personal device. We strongly recommended that you register the Mobile Security Key on the device that you commonly use.

24. I am sharing my device with another person. Why are we not able to log on for both HSBC accounts?

Once you have activated Mobile Security Key on your device, the Mobile Security Key is tied to your device and other people will not be able to log on their own mobile banking using your device.

25. I have activated Mobile Security Key on a jailbroken/rooted device earlier, but I could no longer access the mobile app anymore, what should I do?

Since your device is jailbroken/rooted, your device may be less secure and may lead to fraudulent transactions. For security reasons and to protect your interest, you will not be allowed to use our app.

In order to continue using our mobile banking services, you may contact our customer service hotline to register a physical Security Device or remove the Mobile Security Key from the jailbroken/rooted device, then you may reactivate Mobile Security Key on another non-jailbroken/rooted device.

In the meantime, if you have dual password, you may logon with a non-jailbroken/rooted device or Personal Internet Banking to enjoy selected services, or use other channels to manage your banking needs.

26. How do I log on to my HSBC HK Mobile Banking app if I switch my Mobile Security Key to another device and fingerprint authentication is not available?

If your new device is not compatible with fingerprint authentication, you’ll need to log on to the HSBC HK Mobile Banking app using a different log on method, such as using your Mobile Security Key password.

27. What can I do if I want to switch the Mobile Security Key to the new device but I have traded/formatted/broken my other device already?

If your have device which is available for registering Mobile Security Key and you are a dual password user, you may switch the Mobile Security Key to the new device. After you logon with the new device and click "Switch to this device", HSBC HK Mobile Banking app will ask if you have your original device which has Mobile Security Key. You may choose "I don't have my other device" and continue to deactivate the Mobile Security Key from the other device. You can then follow the on-screen instructions to setup the Mobile Security Key after the deactivation is completed.

Touch ID - Frequently Asked Questions

1. What is Touch ID?

Touch ID is an easy alternative to using your Mobile Security Key password iOS device users. It allows you to log on and authorise transactions in the HSBC HK Mobile Banking app using just your fingerprint.

2. Which devices is Touch ID available on?

Touch ID is currently available on Apple iPhone 5s or later models and only when your device and the HSBC HK Mobile banking app has Mobile Security Key activated. For Android™ users please refer to "Fingerprint ID" section.

3. Is Touch ID safe?

You can log on to HSBC HK Mobile Banking app with Touch ID on the Mobile Security Key activated device only. Only fingerprints stored on your device can be used to access the app. Your fingerprints data will not be stored in the HSBC HK Mobile Banking app or kept anywhere within HSBC. You can enable or disable Touch ID anytime in the Settings menu using your Mobile Security Key password.

4. How can I set up my Touch ID for the HSBC HK Mobile Banking app?

You can activate Touch ID immediately after you set up your Mobile Security Key. You can also enable Touch ID later in the Settings menu using your Mobile Security Key password, once you have logged on to the HSBC HK Mobile Banking app.

5. What happens if I change my Touch ID settings?

If you change your fingerprint settings on your device or change or reset your Mobile Security Key password, you will need to confirm your fingerprint again the next time you log onto the HSBC HK Mobile Banking app.

6. If my fingerprint is not recognised, can I still log on to my account using my Mobile Security Key password?

Yes. Your Mobile Security Key password is always available and you can always switch between using Touch ID and your Mobile Security Key password.

7. Can someone else log on to the HSBC HK Mobile Banking app if their fingerprint is stored on my device?

When you enable Touch ID services in the HSBC HK Mobile Banking app, any fingerprints stored on your device can be used to log on to the HSBC HK Mobile Banking app. However, it is strongly recommended that you only store your fingerprint on your device and use it to enable Touch ID for the HSBC HK Mobile Banking app. You can always add or remove fingerprints from your device's Settings menu.

8. How can I disable Touch ID in the HSBC HK Mobile Banking app?

You can disable Touch ID in the Settings menu after you log on to the HSBC HK Mobile Banking app.

9. What if my Touch ID enabled device is lost or stolen?

Call us and we will immediately suspend your Personal Internet Banking service to stop anyone else from accessing your account.

10. Where will my fingerprints be stored?

You can use the fingerprints stored on your device to access the HSBC HK Mobile Banking app. Your fingerprints will not be stored in the HSBC HK Mobile Banking app or kept anywhere within HSBC.

11. Can I use Touch ID to authorise transactions in the HSBC HK Mobile Banking app?

Yes. You can enable the transaction authorisation function after you activate Touch ID or you can enable the transaction authorisation function in the Settings menu after you log on to the HSBC HK Mobile Banking app. To make things fast and easy, all transactions which would normally require transaction authorisation can be authorised using Touch ID.

Face ID - Frequently Asked Questions

1. What is Face ID?

Face ID offers a simple, secure and faster way to access the HSBC HK Mobile Banking app using your facial map stored on your Apple iPhone X or newer models. It acts as an easy alternative to using Mobile Security Key password for iOS device users.

2. Can I use Face ID to log on and confirm transactions in the HSBC HK Mobile Banking app?

Face ID is currently available only on Apple iPhone X, iPhone XS, iPhone XS Max and iPhone XR. You can enable Face ID to log on and confirm transactions if you have the latest HSBC HK Mobile banking app installed with Mobile Security Key activated on the device.

3. My siblings and I look alike very much.  Are they able to log on to my HSBC HK Mobile Banking app using Face ID?

The probability of a false match using Face ID varies in some cases, such as for twins or siblings who look alike or adolescents, and disable "Require Attention for Face ID" function from your device settings. Please read the Terms and Conditions carefully and accept the associated risks and consequences if you continue to enable the Face ID function.

4. I am currently using  Mobile Security Key and Touch ID on the HSBC Mobile Banking app. If I do not enable Face ID on my new iPhone X or newer models, can I still use the app?

Yes. You can still switch the Mobile Security Key to you iPhone X or newer models and use the app. Please use the Mobile Secure Key Password to log on and confirm transactions.

5. Is Face ID safe?

You can only log on to the HSBC HK Mobile Banking app with Face ID on a device activated by your Mobile Security Key. Only the facial map stored on your device can be used to access the app. Your facial map data will not be stored in the HSBC HK Mobile Banking app or kept anywhere within HSBC. You can enable or disable Face ID anytime in the Settings menu using your Mobile Security Key password.
Please note that the probability of a false match using Face ID may be dependent on certain circumstances, e.g. twins or siblings that look alike, or if you’re an adolescent, and have disabled the "Require Attention for Face ID" function in your device settings. Please read the Terms and Conditions carefully and accept the associated risks and consequences before you enable Face ID.

6. How do I set up Face ID for the HSBC HK Mobile Banking app?

You can activate Face ID immediately after you set up your Mobile Security Key. You can also enable Face ID later in the Settings menu using your Mobile Security Key password, once you have logged on to the HSBC HK Mobile Banking app.

7. What happens if I change my Face ID settings?

If you change your Face ID settings on your device or change or reset your Mobile Security Key password, you will need to confirm your Face ID again the next time you log onto the HSBC HK Mobile Banking app.

8. If my face is not recognised, can I still log on to my account using my Mobile Security Key password?

Yes. Your Mobile Security Key password is always available and you can switch between using Face ID and your Mobile Security Key password at any time.

9. How do I disable Face ID in the HSBC HK Mobile Banking app?

You can disable Face ID in the Settings menu after you log on to the HSBC HK Mobile Banking app.

10. What if my Face ID enabled device is lost or stolen?

Call us and we will immediately suspend your Personal Internet Banking service to stop anyone else from accessing your account.

11. Where will my facial map be stored?

You can use the facial map stored on your device to access the HSBC HK Mobile Banking app. Your facial map will not be stored in the HSBC HK Mobile Banking app or kept anywhere within HSBC.

12. Can I use Face ID to authorise transactions in the HSBC HK Mobile Banking app?

Yes. You can enable the transaction authorisation function after you activate Face ID or you can enable the transaction authorisation function in the Settings menu after you log on to the HSBC HK Mobile Banking app. To make things quick and easy, all transactions which would normally require transaction authorisation can be authorised using Face ID.

13. If I selected "Don't allow" when asked whether I wanted to set up Face ID for the HSBC HK Mobile Banking app, can I enable it again later?

Yes. You should first turn on Face ID access for the HSBC Mobile Banking app under the device settings "Face ID & Passcode -> Other Apps". You can then log on to the app with your Mobile Security Key password and enable Face ID in the Settings menu.

Fingerprint ID - Frequently Asked Questions

1. What is Fingerprint ID?

Fingerprint ID is an easy alternative to using your Mobile Security Key password for Android™ device users. It allows you to log on and authorise transactions in the HSBC HK Mobile Banking app using just your fingerprint.

2. Which devices are Fingerprint ID available on?

Fingerprint ID is currently only available on compatible* Android™ devices and only when your device and the HSBC HK Mobile banking app has Mobile Security Key activated. For iOS users please refer to "Touch ID" section.

Fingerprint authentication is available on following compatible Android™ devices: Samsung (Galaxy S10, Galaxy S10+, Galaxy S10e, Galaxy S9, Galaxy S9+, Galaxy S8, Galaxy S8+, Galaxy S7, Galaxy S7 edge, Galaxy S6, Galaxy S6 edge, Galaxy S6 edge+, Galaxy A9, Galaxy A8 Star, Galaxy A7, Galaxy A6+, Galaxy J6, Galaxy C9 Pro, Galaxy Note 9, Galaxy Note 8, Galaxy Note 5), LG (Q Stylus+, V30+, V20, G6, G6+), Sony (Xperia XZ3, Xperia XA2 Plus, Xperia XZ2, Xperia XZ2 Premium), Google (Pixel 3, Pixel 3 XL, Pixel 2, Pixel 2 XL, Pixel), and HTC (U12+). More devices will be supported in future.

3. Why is the fingerprint authentication feature only available on selected Android™ devices?

HSBC will extend the fingerprint authentication feature to more Android™ devices which fulfill our internal requirements in order to protect you from security risk.

4. Is Fingerprint ID safe?

You can log on to HSBC HK Mobile Banking app with Fingerprint ID on the Mobile Security Key activated device only. Only fingerprints stored on your device can be used to access the app. Your fingerprints data will not be stored in the HSBC HK Mobile Banking app or kept anywhere within HSBC. You can enable or disable Fingerprint ID anytime in the Settings menu using your Mobile Security Key password.

5. How can I set up my Fingerprint ID for the HSBC HK Mobile Banking app?

You can activate Fingerprint ID immediately after you set up your Mobile Security Key. You can also enable Fingerprint ID later in the Settings menu using your Mobile Security Key password, once you have logged on to the HSBC HK Mobile Banking app.

6. What happens if I change my Fingerprint ID settings?

If you change your fingerprint settings on your device or change or reset your Mobile Security Key password, you will need to confirm your fingerprint again the next time you log onto the HSBC HK Mobile Banking app.

7. If my fingerprint is not recognised, can I still log on to my account using my Mobile Security Key password?

Yes. Your Mobile Security Key password is always available and you can always switch between using Fingerprint ID and your Mobile Security Key password.

8. Can someone else log on to the HSBC HK Mobile Banking app if their fingerprint is stored on my device?

When you enable Fingerprint ID services in the HSBC HK Mobile Banking app, any fingerprints stored on your device can be used to log on to the HSBC HK Mobile Banking app. However, it is strongly recommended that you only store your fingerprint on your device and use it to enable Fingerprint ID for the HSBC HK Mobile Banking app. You can always add or remove fingerprints from your device's Settings menu.

9. How can I disable Fingerprint ID in the HSBC HK Mobile Banking app?

You can disable Fingerprint ID in the Settings menu after you log on to the HSBC HK Mobile Banking app.

10. What if my Fingerprint ID enabled device is lost or stolen?

Call us and we will immediately suspend your Personal Internet Banking service to stop anyone else from accessing your account.

11. Where will my fingerprints be stored?

You can use the fingerprints stored on your device to access the HSBC HK Mobile Banking app. Your fingerprints will not be stored in the HSBC HK Mobile Banking app or kept anywhere within HSBC.

12. Can I use Fingerprint ID to authorise transactions in the HSBC HK Mobile Banking app?

Yes. You can enable the transaction authorisation function after you activate Fingerprint ID or you can enable the transaction authorisation function in the Settings menu after you log on to the HSBC HK Mobile Banking app. To make things fast and easy, all transactions which would normally require transaction authorisation can be authorised using Fingerprint ID.