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FAQ

General

Can I have two Secure Keys at the same time? (two boxes or a box plus the mobile version)

No, for security reasons, you may only have one “Secure Key”, which is strictly personal to you.

However, you can change the model if you wish:

click here

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

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

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

Can I use the Business Digipass to connect to my personal accounts?

No, for security reasons, your Digipass Enterprise electronic box is attached to the access ID to your business accounts. It does not allow access to your personal accounts.

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

You can access your accounts 24/7 via your mobile network or a wifi connection using the HSBC France mobile application or the hsbc.fr website.

We recommend you check the pricing from your operator for a data connection.

Remember: You can use Secure Key Mobile to generate a single-use code even without any network connection, and it does not use any mobile data.

How do I reset my memorable answer or password?

From the hsbc.fr website: 

Click on the red "Login" 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 "Forgotten password? »

 

From the HSBC France application:

Enter your ID

Tap the "Login" button

Tap the "Forgotten answer or password" link

Secure Key Mobile

Once my Secure Key Mobile is activated on my smartphone, can I connect from another smartphone?

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

I deleted the HSBC France mobile application by mistake. How do I reactivate my Secure Key Mobile?

Reactivate your Secure Key by going to this Login page, with your ID, password and memorable answer. Then go to Profile > Security Settings > Enable Secure Key.

What should I do if my smartphone is lost or stolen?

Disable your Secure Key by visiting this page, with your ID, password and memorable answer. 

Then go to Profile > Security Settings > Disable Secure Key.

You should also contact the dedicated Secure Key team as soon as possible on 0 810 246 810 * (Service € 0.09/call + cost of call) with your User ID 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).

Secure Key Box

I did not receive my Secure Key box.

Receiving your Secure Key box may take up to 10 days. Please check with us to make sure your e-mail address and mobile phone number are up to date.

Your box no longer works or has been lost/stolen

Disable your Secure Key by going to this HSBC My Online Banking Login page, with your ID,  password and answer to the memorable question. Then go to Profile > Security Settings > Enable/Disable.

You should also contact the dedicated Secure Key team as soon as possible on 0 810 246 810* (Service € 0.09/call + cost of call) by providing your ID and secret code.

Switch models with Secure key Mobile or order a new box by logging in from hsbc.fr to learn more.

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

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