HSBC

Before You Start

Is it safe to do this now?

Before making changes, consider whether the other person might notice. Changes to your HSBC account can trigger emails, texts, or post. If someone monitors your communications, you may want to wait until you have a safe window.

HSBC offers several features specifically designed for people in abusive situations, including untraceable sort codes and confidential callback services.

What you’ll need

• Access to HSBC online banking or the mobile app
• Your HSBC debit card
• Your Secure Key or Digital Secure Key (if set up)
• Photo ID if you need to verify your identity
• Approximately 20-30 minutes of uninterrupted time

Consider doing first

• Setting up a new email address if your current one may be monitored
• Checking your phone isn’t being monitored

Quick Contacts

Request a confidential callback

HSBC offers a specialist callback service for people experiencing abuse:

1. Complete the callback request form on their website
2. Specify a safe time (minimum 48 hours ahead)
3. They’ll call from an unlisted number
4. The call starts with: “Hello [your name], is now a good time to talk?”
5. If you say no, they’ll end the call immediately with no follow-up

What to say: You don’t have to explain everything. You can simply say:

“I need to make sure only I have access to my account and that my banking is private.”

Check Who Has Access

Registered devices

HSBC allows up to 3 devices to be registered for app access.

To view and manage devices:

1. Log in to the HSBC mobile app
2. Go to Profile
3. Select Security
4. Tap Manage devices
5. Remove any devices you don’t recognise

Third-party access

Check if any other services have access to your account data:

1. Log in to online banking
2. Go to Settings or Security
3. Look for Connected services or Third-party access
4. Review and remove any you don’t recognise

Remove Unwanted Access

Change your PIN

You can change your card PIN at any HSBC cash machine:

1. Insert your card
2. Enter your current PIN
3. Select PIN services
4. Choose Change PIN
5. Enter your new PIN twice

Avoid PINs like 1234, 1111, or your birthday.

Change your Secure Key PIN

If you use a physical Secure Key:

1. Unlock your device
2. Press and hold button 8 for 2 seconds
3. Follow the prompts to change your PIN

For Digital Secure Key (in the app):

1. On the login screen, select “Locked/Forgotten your Secure Key PIN?”
2. Follow the on-screen prompts

Change your online banking password

1. Log in to online banking
2. Go to Security settings
3. Select Change password or Change memorable information
4. Create a new password that isn’t easy to guess

Lock Down Your Account

Enable biometric login

1. Open the HSBC mobile app
2. Go to More → Security settings
3. Enable Face ID, Touch ID, or fingerprint login

Request an untraceable sort code

If someone could use your sort code to identify your branch location, HSBC can provide an untraceable national sort code:

1. Request a callback or visit a branch
2. Ask for an untraceable sort code
3. This prevents your location being identified from your bank details

Reduce your ATM limit

If you’re worried about someone forcing you to withdraw cash:

1. Contact HSBC to request a lower daily ATM limit
2. This limits how much can be withdrawn in one day

Add an auto-decline for credit marker

To prevent someone from taking out credit in your name through coercion:

1. Contact HSBC support
2. Request an “auto-decline for credit” marker on your account
3. This prevents new credit applications being approved

Redirect your post

1. Log in to online banking
2. Go to Settings → Contact details
3. Change your correspondence address to a trusted friend or family member
4. Or switch to online-only statements

Joint Account Options

If you have a joint account, HSBC can help:

Require dual signatures

You can change the account so both parties must approve transactions:

1. Contact HSBC or visit a branch
2. Request the account be changed to require both signatures
3. This prevents the other person making transactions alone

Suspend the account

To stop all transactions:

1. Contact HSBC support
2. Request the joint account be suspended
3. No one will be able to make transactions until it’s resolved

Branch Safe Spaces

All HSBC branches offer private “Safe Spaces”:

• A private room where you can make phone calls
• Contact domestic abuse helplines or support services
• Reach out to trusted friends or family
• Access over 6,500 Safe Spaces locations across the UK

To use a Safe Space:

1. Walk into any HSBC branch
2. Tell staff you’d like to access a Safe Space
3. They’ll provide a private room—no explanation needed

If You’re Locked Out

Forgot your Secure Key PIN

1. Log in to online banking
2. Select “Locked/Forgotten your Secure Key PIN?”
3. Follow the on-screen prompts to reset

Locked Secure Key device

If your physical Secure Key shows a 7-digit code when turned on:

1. Visit the HSBC website
2. Use the online PIN reset tool
3. Enter the code from your device
4. Set up a new PIN

Need a new Secure Key

Contact HSBC on 03457 404 404 to request a replacement.

Starting Fresh

Opening a new account

You can open a new HSBC account in your name only:

1. Visit a branch with photo ID and proof of address
2. Or apply online at hsbc.co.uk
3. Ask about keeping the account private (no shared address)

Keeping your banking private

• Request an untraceable sort code
• Switch to online-only statements
• Redirect post to a safe address
• Use a phone number and email only you can access

Red Flags That Suggest Compromise

Watch for these warning signs:

• Transactions you don’t recognise
• “New device” notifications you didn’t trigger
• Post about your account going to an unexpected address
• Someone knowing details of your spending
• Login attempts you didn’t make

If you notice any of these, contact HSBC immediately.

Additional Support

HSBC support

• Callback request: Complete online form
• Phone: 03457 404 404 (8am-8pm daily)
• Branch Safe Spaces: Any HSBC branch

Recommended app

Bright Sky (free, available in 5 languages):

• Relationship safety assessments
• Private incident journal
• Directory of support services
• Content is not saved on your device

External support

• National Domestic Abuse Helpline: 0808 2000 247 (24hr, free, hidden on phone bills)
• Refuge: refuge.org.uk
• Surviving Economic Abuse: survivingeconomicabuse.org

Last verified: December 2025

If anything on this page is out of date, please contact us.