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Secure Key troubleshooting guide If something isn't right, your HSBC Secure Key will tell you. Click on the tabs below to read the key messages and discover what you need to do.

This button is used after creating a new PIN

The yellow button is also used to generate a transaction code for authorising new payments

Press and hold for 2 seconds to turn on the device

Press once to delete one character

Press and hold to clear all input

After you've entered your PIN, press here to generate a log on security code

The Secure Key does not have an off button.
After 30 seconds of inactivity, the device will automatically switch off.

Step 1

You will see this message when setting up your PIN for the first time if the two entries do not match.

Step 2

Press either the green or yellow button to return to the PIN setup and input your PIN again twice, ensuring that both entries match.

The Secure Key does not have an off button.
After 30 seconds of inactivity, the device will automatically switch off.

Your PIN can be made up of any numbers as long as they don't follow a logical or sequential pattern, for example 123456 or 11111.

If you enter a PIN and the message "not SAFE" is displayed you will need to choose another PIN. The Secure Key will automatically return to the PIN set up screen.

The Secure Key does not have an off button.
After 30 seconds of inactivity, the device will automatically switch off.

If you enter an incorrect PIN, you will see the message 'FAIL 1'. Press the green button to enter your PIN again.

You will have three attempts to enter your PIN correctly.

Even when you next turn it on, your device will remember the number of failed attempts you have made.

After the third incorrect attempt ('FAIL 3'), the device will become locked. Please click on the next tab to find out more.

The Secure Key does not have an off button.
After 30 seconds of inactivity, the device will automatically switch off.

If your device is locked, it will display a seven digit code on screen whenever it is turned on. This is called a 'Lock PIN code'.

You can reset your PIN online by entering your user ID at log on, continuing to the next screen and selecting the 'Forgotten your Secure Key PIN?' link.

After some security questions, you'll be asked to enter the 'Lock PIN code' before being given a 'PIN reset code'

Enter the 'PIN reset code' into your Secure Key then press the green button to reset your PIN.

The Secure Key does not have an off button.
After 30 seconds of inactivity, the device will automatically switch off.

If you enter an incorrect 'PIN reset code', a 'FAIL 1' message will be displayed.

If three incorrect PIN reset codes are entered, the device will be frozen with the 'FAIL 3' message displayed.

Please contact the Personal Internet Banking Helpdesk if this happens

The Secure Key does not have an off button.
After 30 seconds of inactivity, the device will automatically switch off.

This message indicates that a button is being pressed and held for too long.

If you press and hold a button for more than 7 seconds, the device will switch off to preserve battery life.

The Secure Key does not have an off button.
After 30 seconds of inactivity, the device will automatically switch off.

This is the low battery message.

After its first appearance, the bAtt message is displayed for two seconds each time the device is switched on. After two seconds, the device works as normal.

bAtt 2: 2 months remaining
bAtt 1: 1 month remaining
bAtt 0: replacement needed

Please contact Personal Internet Banking Helpdesk to arrange for a replacement device to be sent to you.

The Secure Key does not have an off button.
After 30 seconds of inactivity, the device will automatically switch off.

Can't see your message in the tabs above? Scroll down the complete list of HSBC Secure Key messages below.

You will need to create a new Secure Key PIN. Think of a PIN between 4 and 8 digits long. You should avoid using sequential or repeated numbers such as 1234 or 1111. Enter this in to your Secure Key. Press the yellow button.

Note: If you make a mistake entering your PIN, you can use the green button to delete the last digit you have input.

The PIN you are setting up needs to be confirmed. Re-enter the PIN into the Secure Key.

You have successfully set-up your PIN. You can now use your Secure Key to generate a security code.

Your confirmation PIN did not match the first PIN entered. Press the yellow button and repeat the steps to set up a PIN.

The new PIN that you have entered is not safe and could be guessed. Please enter another PIN.

The PIN should be between 4 and 8 digits long and should not be sequential or use repeating numbers. For example - you should avoid using 1234 or 1111.

Secure Key is waiting for you to enter your PIN. Enter your PIN. The number of dashes shown on the screen, is equal to the number of digits in your PIN.

This is the welcome screen. You will see this once your PIN has been accepted. Press the green button to generate your security code.

The PIN entered is incorrect. Press the green button lightly and quickly - do not hold it down. This will return you to the PIN entry screen. You will then be prompted to input your PIN again.

The PIN entered is incorrect. Press the green button lightly and quickly - do not hold it down. This will return you to the PIN entry screen.

You will then be prompted to input your PIN for the third time. To protect you from fraud, the Secure Key will lock after three incorrect PIN entries.

The entered PIN is incorrect. The Secure Key is locked and will need to be reset. To do this start to log-on and enter your user ID. At the next screen click the 'Forgotten your Secure Key PIN' link which you will find under the field 'Generate and Enter The Six Digit Security Code'. Follow the on screen instructions.

Your HSBC Secure Key is locked. To continue using Internet Banking, you will need to unlock it. A reset code needs to be generated to unlock the Secure Key. To do this:

Start to log-on and enter your user ID.

At the next screen click the 'Forgotten your Secure Key PIN' link which you will find under the field 'Generate and Enter The Six Digit Security Code'.

Follow the on screen instructions.

Once you have the reset code, press the green button lightly and quickly - but do not hold it down. You will then be prompted to input the reset code.

Secure Key is waiting for you to enter your PIN reset code. Input the seven digit PIN reset code.

Once input correctly, you will be prompted to set up a new PIN.

The PIN reset code has been entered incorrectly. Press the green button lightly and quickly - do not hold it down. You will then be prompted to enter the reset code again. You should ensure that you are entering the reset code exactly as it appears on screen.

The PIN reset code has been entered incorrectly. Press the green button lightly and quickly - do not hold it down. You will then be prompted to enter the reset code again.You should ensure that you are entering the reset code exactly as it appears on screen.

To protect you from fraud, the Secure Key will lock after three incorrect entries.

The PIN reset code was entered incorrectly for the third time. The Secure Key is now temporarily locked. This message will remain on the screen of the Secure Key until the lock out has expired, then the Key will automatically power off.

When the Secure Key is turned back on 'LOCK PIN' and a 7 digit number will be displayed on the screen. Press the green button lightly and quickly, do not hold it down and enter the same PIN reset code again. You should ensure that you are entering the code exactly as it appears on screen.

The PIN reset code was entered incorrectly for the fourth time. The Secure Key is now temporarily locked. This message will remain on the screen of the Secure Key until the lock out has expired, then the Key will automatically power off.

When Secure Key is turned back on, 'LOCK PIN' and a 7 digit number will be displayed on the screen.

Press the green button lightly and quickly, do not hold it down and enter the same PIN reset code again. You should ensure that you are entering the reset code exactly as it appears.

Secure Key is unlocked and a new PIN needs to be set-up. Think of a PIN between 4 and 8 digits long. You should avoid using sequential or repeated numbers such as 1234 or 1111. Enter this in to your Secure Key. Press the yellow button.

Note: If you make a mistake entering your PIN, you can use the green button to delete the last digit you have input.

The PIN you are setting up needs to be confirmed. Please re-enter your chosen PIN.

Your confirmation PIN did not match the first. Press the yellow button and repeat the steps to set up a PIN

The new PIN you have entered is not safe and could be guessed. Please enter another PIN. For example - you should avoid using sequential or repeated numbers such as 1234 or 1111.

One of the buttons on your Secure Key has been held down for too long. To save battery power, Secure Key will automatically power off.

You should turn the Secure Key back on, enter your PIN and repeat what you were trying to do.

The battery power is running low. Don't worry - there are still approximately 2 months of power remaining. You should order a replacement Secure Key by calling 0845 600 2290.

The battery power is running low. Don't worry - there's still approximately 1 month of power remaining. You should order a replacement Secure Key by calling 0845 600 2290.

The battery power is running very low. There is only minimal power left. You should order a replacement Secure Key as soon as possible. You can do this by calling 0845 600 2290.

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