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 User ID
  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 User ID, 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 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).

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 User ID 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).