Mobile Secure Key FAQs

How do I upgrade to Mobile Secure Key?

You can access the Mobile Secure Key by updating or downloading the HSBC Malaysia Mobile Banking app from your device app store (Google Play or Apple App Store) Once you've updated or downloaded the app, follow the walk-through to enable your Mobile Secure Key.

Do I have to activate Mobile Secure Key?

We strongly encourage you to use the Mobile Secure Key as your mobile banking journey might be affected when we demise Security Device in 8th June 2021.

If you're new to mobile banking, or don't have a physical Security Device, you must activate Mobile Secure Key in order to use the HSBC Malaysia Mobile Banking app. Find out more.

If I don’t use Mobile Secure Key, can I still use online and mobile banking?

From 8th June 2021, you won't be able to access the HSBC Malaysia Mobile Banking app without activating the Mobile Secure Key.

You can still use online banking, via browser only, if you don't use the Mobile Secure Key.

How do I use the Mobile Secure Key?

Download the latest HSBC Malaysia Mobile Banking app and follow the screen walk-through.

To generate a security code for log on, transactions or re-authenticate, select 'Generate a security code' and enter your 6-digit PIN or biometric credentials.

Is Mobile Secure Key safe?

The Mobile Secure Key ensures only you can access your accounts.

To generate the security code, you need a 6-digit PIN known only by you. You can also use fingerprint or facial recognition, if your device has these features.

Fraud alert: Don't fall victim to a scam. Never give out your security codes to anyone. Criminals pretend to be people you trust like a company you'd pay bills to, HSBC or even the police. For more information, please visit our Security centre.

Which devices are compatible? 

You'll need at least iOS 15 or Android 9 to use the HSBC Malaysia Mobile Banking app.

You won't be able to use the app if you've got a Huawei or Honor smartphone which can't access the Google Play Store. This means you won't be able to access the HSBC Malaysia Mobile Banking app or use a Mobile Secure Key.

Can I get a Security Device if I can't use a Mobile Secure Key?

You can get a Security Device if you use the following devices or software. 

• iOS 14 and below
• Android 8 and below
• Huawei and Honor smartphones which don't have the Google Play Store

When do I need to generate the transaction verification code?

You'll need to generate a transaction verification code whenever you make a payment or transfer to another person or company.

How do I generate the transaction verification code?

1. Log on to online banking using either a password or security code generated by Mobile Secure Key
2. On the ‘pay and transfer’ option, select the account you want to transfer from and the payee type
3. After adding all of the required payment information, you'll be asked for a security code for additional security
4. Log on to your HSBC Malaysia Mobile Banking app and select ‘generate security code’, then ‘transaction verification code’. Enter the last 4 digit of the payee's account number, followed by transfer amount, including cent, and select 'authorise'. A security code will be shown.
5. Enter the 6-digit security code shown to continue with the transaction in online banking

For an easy to follow visual guide, refer to how to generate a security code.

Important: please make sure the date and time on your mobile device is set automatically. Otherwise, your Mobile Secure Key may not work properly.

What payee/beneficiary information do I need to enter into my Mobile Secure Key?

Follow the online banking instructions on the security code input page and enter the correct information into your Mobile Secure Key to generate the required security code.

When do I need the re-authenticate code?

You'll need a re-authenticate code if you want to update your personal details or adjust your online banking limits.

You'll also need to generate a re-authenticate code using your Mobile Secure Key when you make any of the following transactions via HSBC Malaysia Online Banking:

• FPX transaction of RM10,000 or below
• DuitNow Online Banking/Wallets (DOBW) transaction of RM10,000 or below
• Payment or transfer exceeding RM10,000 between your own HSBC accounts (coming soon)
• Payment or transfer to any saved payee for any amount (coming soon)

There's a 12-hour cooling-off period for your Mobile Secure Key set-up.

How do I get the re-authentication code?

1. In your HSBC Malaysia Mobile Banking app, select 'generate security code' option at the bottom, and then 're-authentication code'
2. Verify your identity by using either your 6-digit PIN or biometric authentication, then a security code will be generated
3. Enter the 6-digit security code to log on to online banking and change your personal information or online banking limit

For an easy to follow visual guide, refer to how to generate a security codehow to generate a security code click jump to Generating security codes on your Mobile Secure Key.

Important: please make sure the date and time on your mobile device is set automatically. Otherwise, your Mobile Secure Key may not work properly.

Alternatively, if you have set-up HSBC Malaysia Mobile Banking app on another device, follow the steps below:

1. Log on to HSBC Malaysia Mobile Banking app on another device.
2. Go to 'Profile' and select 'Manage devices'.
3. Remove lost devices from the list.

How do I use my Security Device and what should I do if the security code is not accepted?

The HSBC/HSBC Amanah Security Device is PIN-protected. For added security, you'll have to set a 6-digit PIN during the activation process and this PIN will be required to unlock your Security Device before you can use it.

Follow these instructions to set up your Security Device PIN for the first time:

1. Press and hold the green button for 2 seconds to turn on your Security Device.
2. Enter a 6-digit PIN code of your choice and press the yellow button.
3. Confirm your PIN by re-entering it when prompted.
4. If the 'FAIL PIN' message is shown on your Security Device, this means your confirmation PIN did not match the first PIN you entered. You'll need to restart the PIN set-up process by pressing the green button on your device.
5. If a 'NEW PIN not SAFE' message appears on your Security Device, this means the PIN you've entered is not random enough and can easily be guessed, such as repeating or sequential numbers (eg: 111111, 123456, 543210). Please restart the PIN setup process and choose another 6-digit PIN.
6. If a 'NEW PIN CONF' message appears on your Security Device, this means your PIN has been successfully set up. You will use this 6 digit PIN to unlock the keypad whenever you want to use your Security Device.

Security device activation:

1. When you logon to online banking, 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.
2. Enter the 10 digit serial number
3. Press and hold the green button to turn on your Security Device
4. Enter your Security Device PIN
5. With "HSBC" displayed on the Security Device screen, press the green button to generate the security code
6. Enter this Security Code and click "Continue" to complete the activation process

Logging on to online banking:

1. Enter your user ID on the online banking page
2. Enter your online banking password that you have created during your online banking registration
3. Press and hold the green button to turn on your new Security Device. Then enter your Security Device PIN.
4. With "HSBC" displayed on the Security Device screen, press the green button again. This will generate a security code.
5. Enter the 6 digit security code displayed to you on the new Security Device and click "continue"
6. Now you are successfully logged on

Transaction verification in online banking (updated as of October 2020):

When you transfer money to third parties or pay bills online, you are required to enter a security code generated by your Security Device on the HSBC online banking transaction page. This ensures that only you can authorise payment and third party transfer requests.

1. Press and hold the green button to turn on your new Security Device. Then enter your Security Device PIN.
2. With "HSBC" displayed on the Security Device screen, press the yellow button until entry screen appears.
3. To generate security code, enter the transaction verification number on your device with the last 4 digits (numbers only) of the payee’s account or card number, followed by the transfer amount including cent. For example, if transferring RM245.00 to payee's account number 01234567890, please enter 789024500.
4. Press the yellow button and enter the 6 digits shown on your Security Device to continue.

Does the battery need replacing? What should I do if it gets lost or damaged?

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.

Alternatively, you can consider switching to another option which is a digital version of security device called Mobile Secure Key. It's similar to the physical device but integrated into the HSBC Malaysia Mobile Banking app.

Find out more about how you can upgrade to this new feature.

Don't have a compatible device? Please contact our call centre 24-hour online banking hotline or send us an email through the 'contact us' function in our website: www.hsbc.com.my / www.hsbcamanah.com.my immediately for deactivation. After which, if you're a personal banking customer, please visit the nearest HSBC branch to pick up a replacement device. You'll need to contact our call centre and have it re-activated.

Can I use my Security Device to logon when I'm overseas?

Are there different colours available? Once you've activated your Security Device, it will be required every time you wish to access HSBC's online 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.

Black devices are designated to online banking customers.

Can I keep more than one Security Device for the same online banking account if I pay for additional devices?

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 any time. This will prevent fraudsters from obtaining additional Security Devices to access unauthorised accounts.

Can I still access my HSBC Malaysia Mobile Banking app if I'm a Security Device user?

From 8th June 2021, you won't be able to access the HSBC Malaysia Mobile Banking app without activating the Mobile Secure Key. You'll need to update to the latest version of the app and activate the Mobile Secure Key in order to log on to the HSBC Malaysia Mobile Banking app. However, if you're unable to use Mobile Secure Key, you can still access our online banking via browser.

I've lost my physical Security Device. Can I request a replacement?

We recommend downloading the HSBC Malaysia Mobile Banking app and using the Mobile Secure Key instead. However, if you're using any of the mobile devices listed below, you can still request a physical Security Device:

• iOS 14 and below
• Android 8 and below
• Huawei and Honor smartphones, which do not support Google Play Store

To request a physical Security Device, please visit your nearest branch or contact us

I've forgotten my password and lost my physical Security Device?

From 15 April 2021, a quicker and easier password reset journey is available for online banking. You'll no longer need to contact our call centre to complete the password reset journey.

Resetting your online banking password

What should I do if I don’t have a password setup previously and lost my physical Security Device?

1. Contact our call centre to deactivate your physical Security Device and ask for a new physical Security Device to be sent to you with replacement and delivery charges
2. After receiving the new physical Security Device, log on to online banking and you'll be prompted to create a new password
3. Alternatively, you can visit your nearest branch to request a replacement Security Device and then create a password in online banking

After creating a password, we strongly recommend downloading the HSBC Malaysia Mobile Banking app and activating your Mobile Secure Key as you'll no longer need a physical Security Device.