HSBCnet Mobile and Face ID: Frequently Asked Questions

What is Face ID?

You can use Face ID as an alternative to logging on using Security Device or your memorable answer and password. It’s a simple and secure way to access the HSBCnet Mobile app using just your face and your iPhone’s TrueDepth camera.

Can I use Face ID to log on to the HSBCnet Mobile app?

To log on using Face ID you need to have the HSBCnet Mobile app installed on an iPhone X, running the latest version of iOS. If you’ve previously installed the HSBCnet Mobile app, make sure you’ve updated the app to the most recent version.
How do I switch to Face ID when I’m using my Security Device, or memorable answer and password, to log on to the HSBCnet Mobile app?

You can enable Face ID by selecting ‘Settings’ from the menu in the HSBCnet Mobile app and turning on the Face ID feature. You’ll then need to complete the set up by following the on-screen instructions.

If my Face ID isn’t recognised, can I still log on to the HSBCnet Mobile app?

Yes, but after three failed attempts to recognise your Face ID you’ll need to use your memorable answer and password, or Security Device instead.

What do I need to know before enabling Face ID for the HSBCnet Mobile app?

Please note that the probability of a false match when using Face ID may be different under some circumstances, e.g. twins or siblings that look similar, or if you are in adolescence, or if you’ve disabled “Attention Aware Features” in your device settings. Please read the HSBCnet Mobile Terms & Conditions carefully and make sure you take reasonable precautions to keep your mobile device and security information safe and prevent any fraudulent use of it.

We’ve recently updated our E-Channels Security Measures document to include an additional clause related to the use of biometric technology on mobile devices. We strongly recommend that you read the updated document (available in the HSBCnet Help Centre) to make sure you’re aware of your responsibilities when using HSBCnet and HSBCnet Mobile.
How can I disable Face ID on the HSBCnet Mobile app?

Disable Face ID directly within the app by selecting ‘Settings’ from the menu and switching off Face ID for your device.

What if my Face 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 Face ID authentication for a lost (or any device belonging to them) device from another device. Select ‘Settings’ from the menu in the app to view all of your Face ID enabled devices. Select ‘Deactivate’ or ‘Remove’ to disable Face ID for a specific device.

Please note that this only deactivates Face ID logon for the HSBCnet Mobile app. This will not prevent you from using Face ID for other apps on the same device.

Will my Face ID image be stored in the app or elsewhere within HSBC?

No. Your Face ID image 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.
Which HSBCnet services can I access with Face ID?

Logging on using Face 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, Face ID, and TrueDepth are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc.