Has anyone experienced this when installing the HSBC app on a new phone?

Heres_the_deal

During installation of the HSBC app on a new phone (old one no longer available so don’t have the QR code), I came across a screen where the ‘No’ choice is missing, therefore preventing me from continuing (see photo).   Up to that point all was fine.

I’m asking here because A: I’ve already spent over an hour on the phone waiting to get through to HSBC, and received a rollicking in the process from the boss, and B: I’m unable to use HSBC live chat as I need to ..hmmm log on.

Long term choice is to change banks as this secure key system has been a thorn in my side for many years and I’ve lost patience with it. Short term, I need to access my money!

born_again

If it's anything like FD's (odd on it is) then it needs deactivating on the old phone 1st. Or you need to keep trying to get through to HSBC for them to reset it.
I take it you are using the digital secure key?

Heres_the_deal

born_again said:

If it's anything like FD's (odd on it is) then it needs deactivating on the old phone 1st. Or you need to keep trying to get through to HSBC for them to reset it.
I take it you are using the digital secure key?

I've sorted it now.

I loaded the HSBC app on the wife's phone then extracted the QR code, after which I transferred the QR code back onto the app on my replacement phone. A bit longwinded but it circumvented the missing 'No' on the screen!  Not sure why my phone couldn't see the whole screen, the wife's phone had no issue.   That's 4 hours of my life I've recovered by not having to ring HSBC - happy days !