HSBC Secure Key..expletive deleted

oldwiring

To be fair I have to say that until now I have had no problem using it, until yesterday, when my aberrant mind allowed me to enter the wrong PIN several times, then locked it. Trying to get the bank's recovery method:

The PIN reset code was entered incorrectly for the fourth time. The Secure Key is now temporarily locked. The Secure Key is now temporarily locked and you will be unable to use it for approximately 1 hour.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.
If you are unsure what your PIN reset code is, you can generate another code. To do this, start logging on to Online Banking and enter your Username. At the next screen click the 'Forgotten your Secure Key PIN', follow the on screen instructions and you will be given a PIN Reset Code.

OK, that should be easy enough, but the high-lit bit isn't. Pressing lightly just doesn't work, and if you get the seven digit number inputting it seems to do nothing. So it goes on and you accumulate numerous fails.

Yep, of course I shall phone up, but I'm not relishing the "helpful round the mulberry bush" conversation the will ensue.

Has anyone else had similar issues?

EachPenny

oldwiring wrote: »

Has anyone else had similar issues?

Not yet, the emphasis being on 'yet'. I fear it is only a matter of time.

The HSBC device does strike me as one of the least user friendly security devices I have in my collection. If you have poor eyesight and/or finger joint problems (e.g. arthritis) then I cannot imagine how you'd be able to use it.

polymaff

Cheap and nasty - and they seem to fail more often than others.

Still, when they fail, fold the body and a useful little battery drops out

bigadaj

It's a bit awkward and I'm a bit surprised I haven't fallen foul of it yet.

I've had more problems with m&s though, similar card reader but the online banking is really poor and fiddly. Today logged in and was told that it had failed when I'd used a bookmark and favourite, despite the fact I had not. Tried again and was told Internet banking was down. Third time, in no more than thirty seconds and managed to log in straight away.

dj1471

Have you considered switching to the Digital Secure Key using the HSBC app for Android / iPhone? Sounds less painful than what you have.

2357

I never received a physical secure key but had it set up on my phone.
Had a fault on my phone that meant I was sent a replacement. Secure key wouldn't activate on the new device because I no longer had the previous device.
First phone call, after 6 minutes of choosing menu options and being on hold I finally got through to a person who promptly disconnected the call. Second call took 18 minutes, again mostly being on hold or selecting menu options but finally I got reactivated.
I find HSBC the most painful bank to deal with, only switched for the £150 and I now fully understand why they need to offer such incentives! I have 4 current accounts and I've never had any problems with the other 3 banks.

EachPenny

dj1471 wrote: »

Have you considered switching to the Digital Secure Key using the HSBC app for Android / iPhone? Sounds less painful than what you have.

Please, if people post things like that can you start with a warning.

Every time I see the words 'secure' and 'app' in the same sentence I have these fits of uncontrollable laughter... I just narrowly avoided choking on my dinner

EachPenny

2357 wrote: »

I find HSBC the most painful bank to deal with, only switched for the £150 and I now fully understand why they need to offer such incentives! I have 4 current accounts and I've never had any problems with the other 3 banks.

Wholeheartedly agree. I have more current accounts with more banks, but none of them are quite like HSBC.

Vortigern

"Press lightly" - just doesn't work.

The advice I was given was to place the device on a hard surface, like a desk, and press hard. It works.

Squeezing the buttons between finger and thumb doesn't always work.

robatwork

If you were to "lose" your faulty key, wouldn't they just send you a new one?

polymaff

Vortigern wrote: »

"Press lightly" - just doesn't work.

The advice I was given was to place the device on a hard surface, like a desk, and press hard. It works.

Squeezing the buttons between finger and thumb doesn't always work.

Definitely the way to go. Less strain on the device; more feedback through the buttons.

Still a pathetic display, though.