HSBC - Online Banking and App

mimi1234

Hi all, 


Apologies if this is in the wrong section as I was unsure if it was a banking issue or a technical issue.


I had the HSBC app on my phone and I had a digital secure key and it was all good.  I was able to check my account blah blah blah. 

I then lost my phone and got a new one.  Since then, I have tried to re-register with the app but it won't let me.  It asks me to go to the HSBC website, log in, change my password and get a new secure key.  I've tried doing this but once I have changed my password and try to log in, it tells me it is incorrect and then it locks me out again and asks me to go through the whole process.  I've done it about 5 times now and am completely baffled.

I have called HSBC a few times but I just can't get the operator to understand what the issue is.  It's almost like they read off a script!

Has anyone had such an issue and how do you go about sorting it out?  Would I be able to get them to sort it out in a branch?

Thanks to anyone who can help and have a great weekend.

dipsomaniac

HSBC security is great when it works but a nightmare when you change/lose your phone. Am not sure how to fix but have you de-activated the secure key on you old device. You can do this on your new device.  Am surprised that there CS can't help. 

Swoosh84

My mortgage is with HSBC and I use the app every now and then to see what the balance is. Like you, I've had a fair amount of phones in that time and wiped it other times. Each time I just called up and they sorted it for me though.

As dipsomaniac says, security is great and all but I find HSBC's overbearing (First Direct too) so I've avoided them for any other accounts!

pbartlett

just call hsbc and keep it simple - please deactivate my secure key

KxMx

This is why I keep to the Physical Secure Key and don't set up a Digital one.

The App had a 3 day outage a few months back, this effectively meant apart from what an ATM can tell you and telephone banking (if set up) people with a Digital secure key were locked out of accessing their accounts. 

mimi1234

Oh I didn't know I could cancel my digital secure key.  I will try and phone again tomorrow.

I did actually go into a branch for a physical secure key but the lady insisted I should switch to a digital one so I did.  

When the app works, it's fantastic but this round and round the garden with changing passwords, which then don't work and go back to step 1 is driving me bananas.  I'm normally quite good with tech and apps but not when it comes to HSBC.  

Thanks all for your help.