Internet Banking

Why do I need a Security Device to access my Internet Banking service? What are its benefits?

At HSBC, we are committed to improving online security for our customers. The introduction of the Security Device means that Internet Banking customers will have a form of two-factor authentication to access their accounts. Two-factor authentication is considered by the industry to be a stronger means of authenticating our customers because it relies on something only the customer knows, and something only the customer has.The Security Device provides superior level of protection from a variety of online attacks, including:
- Fraudulent & Spoof Websites
- Spyware
- Phishing/Trojan Horse

How do I obtain a Security Device?

If you are an existing/newly registered Personal Internet Banking (PIB) customer, just visit our HSBC branch preferably where your account is maintained, to collect a Security Device.

If you are a new HSBC's Business Internet Banking (BIB) delegate, we will make arrangement to despatch the Security Device by courier service to your company's address. If you are an existing HSBC's Internet Banking (IB) delegate and have not logon to BIB since July 2005 and the status of your IB is not dormant, you may just complete the Business Connect Amendment Form and send to the branch where your business account is based. We will make arrangement for the Security Device to be sent to you by courier service

When can I use the Security Device?

A Security Device is required everytime you logon to our Internet Banking. If you are accessing the system for the first time, the system will prompt you to activate the Security Device immediately. Please refer to Q6 on how to use the Security Device.

Do I need to pay for the Security Device?

As our valued PIB and BIB customer and the first bank in Malaysia to offer such an additional security measure, we are pleased to present you the initial Security Device free of charge. For BIB customer, each second and thereafter Security Device(s) applied from 1 September 2006 onwards will atrract a charge of RM50.00 per device. Any required replacement due to reasons such as loss, damage (except if the Device is damaged on arrival) will be subject to a charge of RM50.00. Further details on the replacement conditions will be found in the Terms and Conditions from 05 December 2005 onwards.

What should I do if my Security Device is lost or damaged?

Please call our Call Centre 24-hour Internet Banking hotline at Tel: 603-2050 7600 or send us an email through the 'Contact Us' function in our Website immediately for deactivation. After which, if you are a PIB customer, please visit the nearest HSBC branch to pick up a replacement Security Device.

For BIB delegates, you will need to request for a replacement device by completing Section C: Security Device Matters of the Business Connect Amendment Form. The replacement device will be dispatched to you by courier service.

How do I use the Security Device during First Time Activation?

(a) When you logon to online@hsbc, after entering your User ID and password, you will be asked to input the 10-digit serial number located on the back of your Security Device.
(b) Enter the 10-digit serial number (without hyphen).
(c) Press the grey button once on your Security Device; a 6-digit Security Code will be displayed.
(d) Enter this Security Code and click 'Continue' to complete the activation process.

How do I use the Security Device during Logon?

(a) When logging to online@hsbc, you will be asked to input the 6-digit Security Code.
(b) Press the grey button once on your Security Device; a 6-digit security code will be displayed.
(c) Enter this security code and click "Continue". You are now logged on to online@hsbc

What should I do if the Security Code is not accepted?

For security reasons, the security code is a unique number and is only valid for a certain period of time. If you input an expired security code when you logon to Internet Banking, you will receive an error message. Please press the grey button on the device to obtain a new security code to enter. If the problem persists, please call our Call Centre 24-hour Internet Banking hotline at Tel: 603-2050 7600 for assistance.

Does the battery need replacing?

Once the battery is low, the message, "batt" will appear on the LCD screen of the Security Device. As the battery within the Security Device cannot be replaced, you will need to replace the Security Device. If you are a PIB customer, just visit the nearest HSBC branch with your device to get a replacement.

For BIB customers, you can make a written request or simply complete the Section C: Security Device Matters of the Business Connect Amendment Form. The replacement Security Device will be dispatched to you via courier service.

I am a frequent traveller, can I use the Security Device to logon to Internet Banking overseas?

Once you have activated your Security Device, it will be required every time you wish to access HSBC's Internet Banking regardless of your location. The Security Device has been designed to be small, light and easily transportable. If you typically use our online services from more than one location, we suggest that you attach your Security Device to an item that you are unlikely to leave behind i.e. keys, mobile phone, briefcase, etc.

Can I keep more than 1 Security Device for the same account if I pay for an additional one?

For your increased protection, only one Security Device can be activated to one User ID at any time. Every Security Device is unique and cannot be duplicated. Only the individual in possession of the device can access the account. This means that a user can only have one Security Device to access their account and only one Security Device can be linked to an Internet Banking account at all time. This will prevent fraudsters from obtaining additional Security Devices to access unauthorized accounts.

Are different colours available?

Black Devices are designated to Personal Internet Banking (PIB) customers and grey Devices are designated to Business Internet Banking (BIB) customers.