| What is a Security Device? |
To protect our customers, HSBC has recently introduced a small electronic device which you should receive in the mail. This device generates a security code in addition to your normal Personal Internet banking password. You must use this security code when you login to gain access to your Personal Internet banking Services.
The Security Code appears on the LCD screen of the Security Device when you push the power-on button (this is the grey button on the left of the LCD screen). The code you will then see is a 6-digit password that can be used only one time to access your Personal Internet Banking Services.
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| What is a Serial Number? |
You should have recently received your Security Device. This device has a sticker on the back that has a unique number that is linked to you personally. The number is a 10-digit serial number, identifying your individual Security Device, and will look something like xx-xxxxxxx-x where 'x' is a number (e.g. 90-0232884-1).
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| What is a Security Code? |
The Security Code is a special, one-time password used to access your Internet Banking Service. You receive this password by pressing the grey button on the Security Device. A 6-digit number should then be displayed on the LCD screen. You will need to use this 6-digit Security Code to access your online@hsbc accounts.
For further questions regarding the Security Device, call the HSBC 24-hour hotline at 800-820-8878.
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| What if the Security Code is not accepted? |
Each Security Code is valid for 16 seconds, so if you take longer than 16 seconds to enter your code, there is a possibility that you will get an error message when you attempt to logon. If this happens, just use the Security Device to generate a new Security Code. You do this by pushing the button to turn off the LCD display, and pushing it again to generate a new Security Code. If the LCD display is already blank or turned off, then just push the button again once.
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| How do I get a Security Device? |
HSBC will be sending a Security Device to all of our Online@hsbc customers in phases. For prompt delivery, please ensure that your address on record with HSBC is current and up-to-date.
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| Is it safe to send the Security Device by mail? |
Prior to use, the Security Device must be activated. Security Device activation requires the correct entry of the User ID, password, and Security Code. Until activation has been completed, the Security Device has no security value. It is safe to send the device by mail, as a fraudster would not be able to attach the Security Device to your profile to commit fraudulent transactions unless they have all of your Personal Internet Banking credentials.
If you suspect that someone may have gained access to your password, please notify HSBC, and change your password, as soon as possible.
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| How long does the battery last? |
The battery in the Security Device has been designed to last three to five years. When your battery begins to run low, the message, "BATT" will appear in the LCD screen. At this point, you should call our 24-hour Services hotline at 800-820-8878 to have a replacement device sent to your correspondence address.
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| What if I lose or damage my Security Device? |
If you lose or damage your Security Device, please phone our 24-hour Services hotline on 800-820-8878 to order a replacement device.
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| Why is HSBC issuing the Security Device to online@hsbc customers? |
HSBC is committed to protecting the security of our online@hsbc customers. HSBC has made the decision to issue a Security Device to all online@hsbc customers to offer better protection from a variety of potentially damaging attacks. These attacks include:
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Identity theft - where a fraudster obtains personal details of a victim, and uses these details to complete fraudulent activities such as applying for loans, credit cards, ordering chequebooks, etc;
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Trojans (Keylogging/Screen Capturing) - where a victim discloses their confidential credentials to a fraudster by a Trojan unknowingly downloaded on their PC;
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Phishing - where a fraudster "phishes" for confidential information from a customer by pretending to be from a legitimate source such as a bank or a financial institution. These details are later re-used to carry out fraudulent transactions;
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Shoulder surfing - where a fraudster observes a victim entering their confidential details, and then re-uses these details to carry out fraudulent transactions.
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| Why has HSBC selected the Security Device, rather than other security measures? |
The Security Device has been selected by HSBC as the technology that best meets our customers' need for flexibility and portability. The Security Device meets the Hong Kong Monetary Authority's requirements for Two-Factor Authentication, while providing the following benefits to our customers:
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The Security Device itself generates the Security Code. As there is no dependency on a third party for security code generation, our customers do not need to rely on another party's service standard to access Internet banking.
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The generation of the security code is not dependent on capacity issues, signal availability or the geographical location of our customers.
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The Security Device is small, light and portable. It can be used on any internet-enabled PC. It does not require downloads, set-ups, system adjustments, etc.
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