HSBC - The world's local bank

 

What is an Online Security Device?

To further protect your Internet Banking, HSBC has introduced the Online Security Device as an additional layer of security. HSBC is committed to providing high levels of security to allow peace of mind for our customers.

The Online Security Device is a small digital authentication generator the size of a key ring provided to Internet Banking customers free of charge. It works by generating a password that constantly changes. This ensures maximum protection for your online accounts.

Once you have activated the Online Security Device, the code will be requested for login, third party transfer and BPAY® transactions, and updating your customer details - providing extra protection for your Internet Banking.

 

Why do I need an Online Security Device?

HSBC is committed to high levels of customer security and the introduction of this Online Security Device adds an extra layer of security to protect your account details. This measure is to help protect you from unauthorised access to your Internet Banking accounts and is widely held to be a successful and convenient security measures available.

 

How does the Online Security Device Security Code work?

The Device generates a time-sensitive, single-use six-digit Security Code for you to use when logging on to Internet Banking and for selected online transactions. The Security Code is generated by an algorithm based on time within the Online Security Device. Each Online Security Device has a matching file, stored securely in a database at HSBC, with the matching algorithm.

When you activate your Online Security Device, HSBC identifies which Device you have by asking you to enter the serial number. The serial number has no security value; it is a means of identifying to the Bank which security Device a customer has. Once activated, a security Device becomes unique to the PBN with which it was activated.

When you are using Internet Banking and are required to enter a Security Code, the system compares the entered code with the expected code within the file. If they match, you are granted access. If they do not match, you will be asked to re-enter the Security Code.

 

What is a Security Code?

The Security Code is a one-time 6-digit password generated by the Online Security Device with the press of a grey button on the front of the Device. It is required to access your Internet Banking account, perform third party transfers and BPAY® transactions, and update your customer details. You can use your Security Code to access your accounts whether you are here or overseas.

 

What is a Serial Number?

The Serial Number is a unique 10-digit number used to identify your individual Online Security Device. It is located on the back of your Online Security Device, and it's in the format of xx-xxxxxxx-x where x is a number. ( e.g. 12-3456789-0). This number also helps with identification in the case of multiple Online Security Device in a household and should not be removed.

 

Will you suspend my Internet Banking access if I input the wrong Security Code?

To protect personal information, your Internet Banking service will be temporarily locked out if you enter three incorrect Security Codes. The duration of the lock-out period varies depending on whether the incorrect Security Code has been entered at logon or when completing a transaction. Your access will be automatically unlocked after the temporary period has expired.

 

Can I choose to not use the Online Security Device for Internet Banking?

No, HSBC has a duty to ensure that your details are kept secure and the Online Security Device will allow us to provide high levels of security available to Australian online banking users. It is important for HSBC to provide a security level that is the same for all users.

 

What if the Security Code is not accepted?

When the Security Code is not accepted, you can generate a new Security Code to try again. You may generate a new Security Code by pressing the grey button on the Online Security Device to turn off the LCD display, and press it again to turn it back on. The new Security Code will then be displayed on the LCD screen.

If the Security Code is not accepted after 3 attempts, please contact the HSBC Direct Service Centre on 1300 306 543 or +61 2 9005 8421 for further assistance.

 

Will you charge me to use this Online Security Device?

The Online Security Device is provided to all Internet Banking users free of charge as part of our commitment to our customers and to show that we are serious about security.

 

What should I do to order a replacement Online Security Device?

You should contact the HSBC Direct Service Centre on 1300 306 543 or +61 2 9005 8421 to order a replacement Online Security Device which will then be sent to your mailing address. The existing Online Security Device will also be cancelled when you advise us your Online Security Device has been lost, broken or stolen.

 

How long do I have to wait for the Online Security Device to be delivered?

For Australian customers, the expected delivery time is 5 working days from receipt of the request for replacement. For our overseas customers, the Online Security Device issue may take up to 10 working days from receipt of the replacement request, depending on your local post schedule.

 

What should I do when I receive a replacement Online Security Device?

Once you have received a replacement Online Security Device, simply call the HSBC Call Direct Service Centre on 1300 306 543 or +61 2 9005 8421, and one of our agents will activate your replacement Online Security Device. After this you can then start using Internet Banking immediately.

 

Do I need to return a damaged Online Security Device when I receive a replacement?

Yes, we may request that you send back the damaged or broken Online Security Device. This is to allow us to diagnose faults or identify common issues.

 

Can I have more than one Online Security Device for my Internet Banking?

To maintain the high level of protection only one Online Security Device can be linked to each Internet Banking profile. This is to ensure that only you are able to access your Internet Banking profile. The Online Security Device is unique and has a specific code that helps prevent copying, alteration, or tampering.

 

How secure should I keep the Online Security Device?

You should always be aware of your Device and keep it close to you as it allows for convenient access to accounts. HSBC recommends that you use the Online Security Device as a key ring - that way you will have it with you and be aware of where it is. You should not store the security Device with other account codes like your PIN.

 

Can I use a Security Code for more than one transaction within the time window?

No, the code is a time-sensitive, single use number that you can only use for one transaction.

 

Can I collect my Online Security Device at a HSBC branch?

No, to ensure the fastest delivery possible, HSBC have elected to offer mail rather than branch delivery of security Devices. We understand that it may be difficult to go to your local branch so your Online Security Device will be delivered to your mailing address to minimise inconvenience.

 

How is the Online Security Device powered?

The Online Security Device runs on a high power battery that provides between 3 and 5 years lifespan. A low battery indication of "BATT" will appear on the Device LCD when the battery power level is low. Should this message be displayed, you should contact the HSBC Direct Service Centre on 1300 306 543 or +61 2 9005 8421 to request a replacement Device.

 

Do I have to provide replacement batteries for the Online Security Device?

No, the Online Security Device will provide warning that the battery is running low on power. Please contact the HSBC Direct Service Centre on 1300 306 543 or +61 2 9005 8421 to organise a free replacement.

 

Is there a deadline to activate the Online Security Device after it is received?

Yes. For existing customers, there is a 15-day period for you to activate the Online Security Device. For new customers, activating the Online Security Device is required to access Internet Banking.

 

Online Security Device warning messages

Message	What it means
Letters: (eg. B E I L O S) are displayed	The Online Security Device may be upside down
BATT5	5 months estimated battery life remaining
BATT4	4 months estimated battery life remaining
BATT3	3 months estimated battery life remaining
BATT2	2 months estimated battery life remaining
BATT1	1 month estimated battery life remaining
BATT	Battery life is exhausted

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Issued by HSBC Bank Australia Limited ABN 48 006 434 162 AFSL No. 232595