General questions

Can I have two Secure Key at the same time? (two cases or both models, case and mobile)

No, for security reasons, you can only have one Secure Key that is strictly personal to you. You can nevertheless change model if you wish: 

click here

If you have HSBC accounts in another country,you can activate a Secure Key per country, subject to availability of the service in that country.

I already have a Secure Key in another country, can I use it to log into my accounts in France?

No, each country uses its own Secure Key security system.

Can I use Digipass Enterprises to log into my personal accounts?

No, for security reasons, your Digipass Entreprises electronic box is attached to the access identifier  of your business accounts, so it does not allow you to access  your personal accounts.

How can I access my accounts when I’m travelling abroad?

From the HSBC France mobile app or the hsbc.fr website, you can access your accounts 24/7 via your mobile network or Wi-Fi connection. We recommend that you check the pricing of your operator for the data connection. The advantage of Secure Key Mobile: The generation of single-use codes works without network or data consumption.

How to reset my memorable answer or password?

From the hsbc.fr website: 

Click on the red "Connection" button, located at the top right of the screen. Enter your ID Click on "OK“

Click on the desired link "Answer to your forgotten memorable question?" Or "Forgot your password?"

 

From the HSBC France app:

Enter your ID Click on the "Login" button Click on the link "Forgotten answer or password" 

 

Secure Key Mobile

Once my Secure Key Mobile is activated on my smartphone, can I log in using another smartphone?

You can connect to another smartphone but for security reasons you will not be able to access all the features.

I accidently deleted the HSBC France mobile app. How to reactivate my Secure Key Mobile?

Visit this page and enter:

  1. Your username
  2. Your password
  3. The answer to your security question

What to do in case of loss or theft of my smartphone?

Disable your Secure Key by visiting this page and entering your username, password and answer to your security question.

You can also contact,  as soon as possible, the dedicated Secure Key team at 0 810 246 810 * (Service € 0.09/call + cost of call) with your username and secret code.
Re-activate your Secure Key by reconnecting from the smartphone on which you want to activate it.

* Dial +33 810 246 810 from abroad (pricing according to operator).

Physical Secure Key

I have not received my Secure Key box

The delivery of the Secure Key box may take up to 10 days. Double check that your e-mail and mobile number are up-to-date.

Your box is not working or is lost/stolen?

Disable your Secure Key by visiting this page and entering your username, password and answer to your security question.

You can also contact, at your nearest convenience, the dedicated Secure Key team at 0 810 246 810* (Service € 0.09/call + cost of call) with your username and secret code.

Change your model with Secure key Mobile or order a new box by logging in from hsbc.fr.

* Dial +33 810 246 810 from abroad (pricing according to operator).

Messages linked to buttons

The button was pressed for too long

Messages linked to the battery

bAtt 2: There is 2 months of battery left

bAtt 1: There is 1 month of battery left

bAtt 0: Your box needs to be replaced

Order a new box from this page using  your username, your answer to your security question and your current box, or contact HSBC Customer  Service at 0 810 246 810 * (service 0.09 €/call +  costof call)

* Dial +[33 810 246 810|tel: 33 810 246 810] from abroad (pricing according to operator).

Messages linked to PIN

Enter PIN code then validate by clicking the green button

PIN code validated

Set PIN code (4 to 8 digits) then press the yellow button
In case of error: the green button erases the last digit entered

Re-enter your PIN code then press the green button.

PIN code saved

PIN code does not match the one previously entered. Enter the selected PIN again and confirm with the green button.

PIN code does not conform with security rules.
Choose a new PIN code: between 4 to 8 numbers, without repeating digits or logical sequences.

Incorrect PIN code - first attempt

Incorrect PIN code - second attempt
The next failed attempt will block your box

Third incorrect PIN code attempt: your box is blocked
From the hsbc.fr site, login to your customer account to reset your PIN
After validating your username, click on "Forgot your PIN?"

Reset code

First entry of the wrong reset code

Second entry of the wrong reset code

Third entry of the wrong reset code

Fourth entry of the wrong reset code: Your box has been blocked and will automatically shut down for security reasons.

Set a new confidential PIN code: Choose your PIN and press the yellow button

In case of error: The green button erases the last digit entered