HSBC Security Device: Troubleshooting guide

Transcription

1 HSBC Security Device: Troubleshooting guide If you're having difficulty with your HSBC Security Device, choose the relevant screen display below for information to help you log on. NEW PIN You will need to create a new Security Device PIN. Think of a PIN between 4 and 8 digits long. You should avoid using sequential or repeated numbers such as 1234 or Enter this in to your Security Device. Press the yellow button. Note: If you make a mistake entering your PIN, you can use the green button to delete the last digit you have input. PIN CONF The PIN you are setting up needs to be confirmed. Re-enter the PIN into the Security Device. NEW PIN CONF HSBC You have successfully set-up your PIN. You can now use your Security Device to generate a security code. FAIL PIN

2 Your confirmation PIN did not match the first PIN entered. Press the yellow button and repeat the steps to set up a PIN. NEW PIN not SAFE The new PIN that you have entered is not safe and could be guessed. Please enter another PIN. The PIN should be between 4 and 8 digits long and should not be sequential or use repeating numbers. For example - you should avoid using 1234 or PIN _ Security Device is waiting for you to enter your PIN. Enter your PIN. The number of dashes shown on the screen is equal to the number of digits in your PIN. HSBC This is the welcome screen. You will see this once your PIN has been accepted. Press the green button to generate your security code or, press the yellow button to begin the process of transaction signing. PIN FAIL 1

3 The PIN entered is incorrect. Press the green button lightly and quickly - do not hold it down. This will return you to the PIN entry screen. You will then be prompted to input your PIN again. PIN FAIL 2 The PIN entered is incorrect. Press the green button lightly and quickly - do not hold it down. This will return you to the PIN entry screen. You will then be prompted to input your PIN for the third time. To protect you from fraud, the Security Device will lock after three incorrect PIN entries. PIN FAIL 3 The entered PIN is incorrect. The Security Device is locked and will need to be reset. To do this start to log-on into Personal Internet Banking and enter your username. At the next screen click the 'Forgotten your Security Device PIN' link which you will find under the field 'Generate and Enter The Six Digit Security Code'. Follow the on screen instructions. LOCK PIN Your HSBC Security Device is locked. To continue using Internet Banking, you will need to unlock it. A reset code needs to be generated to unlock the Security Device. To do this: - Start to log-on and enter your username. At the next screen click the 'Forgotten your Security Device PIN' link which you will find under the field 'Generate and Enter The Six Digit Security Code'. - Follow the on screen instructions. Once you have the reset code, press the green button lightly and quickly - but do not hold it

4 down. You will then be prompted to input the reset code. LOCK PIN Security Device is waiting for you to enter your PIN reset code. Input the seven digit PIN reset code from Internet Banking. Once input correctly, you will be prompted to set up a new PIN. LOCK PIN FAIL 1 The PIN reset code has been entered incorrectly. Press the green button lightly and quickly - do not hold it down. You will then be prompted to enter the reset code again. You should ensure that you are entering the reset code exactly as it appears on screen. LOCK PIN FAIL 2 The PIN reset code has been entered incorrectly. Press the green button lightly and quickly - do not hold it down. You will be prompted to enter the reset code again. Enter the reset code exactly as it appears on screen. To protect you from fraud, the Security Device will lock after three incorrect entries. LOCK PIN FAIL 3 The PIN reset code was entered incorrectly for the third time. The Security Device is

5 now temporarily locked. This message will remain on the screen of the Security Device until the lock-out has expired, then the Security Device will automatically power off. When the Security Device is turned back on 'LOCK PIN' and a 7 digit number will be displayed on the screen. Press the green button lightly and quickly, do not hold it down and enter the same PIN reset code again. You should ensure that you are entering the code exactly as it appears on screen. LOCK PIN FAIL 4 The PIN reset code was entered incorrectly for the fourth time. The Security Device is now temporarily locked. This message will remain on the screen of the Security Device until the lock-out has expired, then the Security Device will automatically power off. When Security Device is turned back on, 'LOCK PIN' and a 7 digit number will be displayed on the screen. Press the green button lightly and quickly, do not hold it down and enter the same PIN reset code again. You should ensure that you are entering the reset code exactly as it appears. LOCK NEW PIN Security Device is now unlocked and a new PIN needs to be set-up. Think of a PIN between 4 and 8 digits long. You should avoid using sequential or repeated numbers such as 1234 or Enter this in to your Security Device. Press the yellow button. Note: If you make a mistake entering your PIN, you can use the green button to delete the last digit you have input. LOCK PIN CONF The PIN you are setting up needs to be confirmed. Please re-enter your chosen PIN.

6 LOCK FAIL PIN Your confirmation PIN did not match the first. Press the yellow button and repeat the steps to set up a PIN. LOCK NEW PIN NOT SAFE The new PIN you have entered is not safe and could be guessed. Please enter another PIN. For example - you should avoid using sequential or repeated numbers such as 1234 or button One of the buttons on your Security Device has been held down for too long. To save battery power, Security Device will automatically power off. You should turn the Security Device back on, enter your PIN and repeat what you were trying to do. batt 2 The battery power is running low. Don't worry - there are still approximately 2 months of power remaining. You should pick up a replacement Security Device at our nearest branch. batt 1

7 The battery power is running low. There is approximately 1 month of power remaining. You should pick up a replacement Security Device at our nearest branch. batt 0 The battery power is running very low. There is only minimal power left. You should pick up a replacement Security Device at our nearest branch as soon as possible. 1 A small 1 has appeared on the right side of the security device display. The Security Device provides a number of security features. At this time, HSBC Bermuda is not using this feature. If you have a small 1 on the right side, simply click the green button until HSBC appears in the screen. 2 A small 2 has appeared on the right side of the security device screen. The HSBC Security Device provides a number of security features. At this time, HSBC Bermuda is not using this feature. If you have a small 2 on the right side, simply click the green button until HSBC appears in the screen.