FAQ

We sent your user ID and secret code by post when you registered for online banking.

If you've lost or forgotten your user ID, you can send us an email to reset it. From the log on screen, select 'Forgot your user ID?' and follow the steps. You can also get in touch with your HSBC Relationship Manager or our customer services team.

If you've lost or forgotten your secret code, call us from 08:00 to 20:00 on Monday to Friday, and from 09:00 to 17:30 on Saturday.

*Dial +33 810 246 810 from abroad. Service charges may vary, contact your provider for details.

On hsbc.fr website:

1. Go on the Log on
2. Enter your username (11 characters).
3. Select ‘OK’.
4. Select ‘You forgot your memorable answer?’ or ‘Forgotten password?’.

On the HSBC France app:

1. Enter your username.
2. Select 'Log on'.
3. Select ‘Forgotten answer or password’.

The 2nd European directive on the Payment Services (DSP2) requires us to ask for a strong authentication every 90 days.

You'll be able to use your password again the next time you log on.

You can connect on another smartphone, tablet or laptop. Just generate a one-time use code using the smartphone with your Mobile Secure Key.

You need to reinstall the HSBC France app to reactivate your new Mobile Secure Key.

Simply follow the steps here: How to activate it.

1. Log on to your account with your username, password and memorable answer.
2. To deactivate your Secure Key, select ‘Profile’ then ‘Security settings’.
   
3. Reinstall the HSBC France app on your new smartphone to activate your Secure Key.
   

Simply follow the steps here:  How to activate it. 

It can take up to 10 days for you to receive your device by post. Make sure you keep your email and phone number up to date with our services.

If haven't receive it after this time, call us on 0 810 246 810, Monday to Friday 08:00-20:00; Saturday 09:00-17:30.

Dial +33 810 246 810 from abroad. Service charges may vary. Call your provider to find out more. 

1. Log on to your account with your username, password and memorable answer.
2. To deactivate your Secure Key, select 'Profile' then 'Security settings'.
3. Follow the steps to order a new device.
4. Simply follow the steps here: How to activate it.

Your email or mobile are probably not updated in our systems.

Please wait until you receive your device to access to your accounts. Next time you log on, make sure you update your contact details.

Quickly and easily change your device for a Mobile Secure Key by following these steps:

Switch from the Secure Key device to the Mobile Secure Key.

HSBC: PIN validated.

NEW PIN: Choose your PIN (4 to 8 numbers) then confirm with the yellow button.

PIN CONF / LOCK PIN CONF: Re-enter your PIN then validate with the green button.

HSBC NEW PIN CONF: PIN recorded.

FAIL PIN / FAIL PIN LOCK: The PIN doesn't match the one previously entered. Enter your secret code again, then validate with the green button.

Not SAFE NEW PIN / Not SAFE LOCK NEW PIN: PIN doesn't comply with security rules.

Choose a new PIN between 4 and 8 digits, with no repeated or sequential numbers.

FAIL 1 PIN: First, second and third entry of an incorrect PIN number.

Your device will be blocked after the third failed attempt.

Log on at the hsbc.fr website, to reset your PIN number. After validating your username, select 'You've forgotten secret code?'

Ex: 4635135 LOCK PIN: Reset code.

FAIL 1 LOCK PIN: First, second and third entry of an incorrect reset code.

FAIL 4 LOCK PIN: Fourth entry of an incorrect reset code. Your device will be blocked and automatically turn off for security reasons.

LOCK NEW PIN: To set a new secret code, enter it then press the yellow button. If you make a mistake, press the green button to delete the last number.

No. For security reasons, you can only have one personal Secure Key. 

However, you can switch devices by following these steps: Switch from a physical Secure Key to a Mobile Secure Key. 

If you have HSBC accounts in other countries/territories, you can activate a Secure Key in each one, where available. 

No, each country uses its own Secure Key security system. Even so, you can have Secure Keys for different countries/territories on the same mobile.

You can access your accounts 24/7 from the HSBC France mobile app or on the hsbc.fr website, via mobile network or wifi connection.

We recommend you check your provider’s pricing for the data connection.

No. For security reasons, your electronic Digipass Entreprises device is only linked to your business accounts. It doesn't allow you to access your personal accounts.