HSBCnet Mobile and Touch ID: Frequently Asked Questions

1. What is Touch ID?
You can use Touch ID as an alternative to logging in using your memorable answer and password or Security Device. It is a simple and secure way to access the HSBCnet Mobile app using just your fingerprint.

2. Can I use Touch ID to log on to the HSBCnet Mobile app?
To log on using Touch ID you need to have the HSBCnet Mobile app installed on an iPhone 5s or later, running iOS 9.0 or later.

3. How do I switch to Touch ID when I am using my memorable answer and password, or security device, to log in to the HSBCnet Mobile app?
You can enable Touch ID by selecting ‘Touch ID’ from the menu in the HSBCnet Mobile app and turning on the Touch ID feature. You will then need to complete the set up by following the instructions on screen.

4. If my fingerprint is not recognised, can I still log on to the HSBCnet Mobile app?
Yes, but after three failed attempts to recognise your fingerprint you will need to use your memorable answer and password, or use your security device instead.

5. Can I use Touch ID to log on if I have multiple fingerprints stored on my device?
When you enable Touch ID on the HSBCnet Mobile app, any fingerprint that is registered for Touch ID on your device will also be able to log on to HSBCnet Mobile and access its services. Having multiple fingerprints on your device is a security risk. Please note, as stated in the HSBCnet Mobile Terms & Conditions, you are not supposed to have more than one authorised Touch ID user on your device.

6. How can I disable Touch ID on the HSBCnet Mobile app?
Disable Touch ID directly within the app by selecting ‘Touch ID’ from the menu and switch off Touch ID for your device.

7. What if my Touch ID enabled phone is lost or stolen?
As soon as possible, log in to your iCloud account (icloud.com) and remotely wipe your device by activating the "Find My iPhone" app, selecting the lost device and erasing the data on it.
There is an additional feature within the HSBCnet Mobile app where users can deactivate Touch ID authentication for HSBCnet for a lost (or just another device belonging to them) device from another device. Select ‘Touch ID’ from the menu in the app to view all of your Touch ID enabled devices. Select ‘Deactivate’ or ‘Remove’ to disable Touch ID for a device.
Please note that this only deactivates Touch ID login for the HSBCnet Mobile app. This will not prevent you from using Touch ID for other apps on the same device.

8. Will my fingerprint be stored in the app or elsewhere within HSBC?
No. Your fingerprint(s) will not be stored in the HSBCnet Mobile app or kept within any HSBC records/databases. For more details, please refer to the app Terms & Conditions.

9. Which HSBCnet services can I access with Touch ID?

Logging in using Touch ID allows you to view your accounts and balance information. Security Device authentication is still required for transactional activities like creating and authorising payment instructions.

Apple, iPhone, and Touch ID are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc.