Lost access to HSBC on Laptop

[towny44]

I have since yesterday been unable to complete the login to HSBC via my laptop, I reach the final access screen but just get the little wheel going round in circles forever. Strange though I can login through my tablet, but I prefer to use the laptop, do any of you IT boffins have any suggestions, I have cleared the browsing data and cleaned up the laptop and windows 10 defragmentation is active so no issues there. I doubt its at the HSBC end since the tablet still works, so any bright ideas.

[Manoverboard]

What happens if you do a ' Refresh ' while the little wheel is a-turning ?

[BrianI]

HSBC are in the process of increasing the security to log in. Try logging in using the secure key if you have not already done this.

Brian

[Manoverboard]

I am using all sorts of extra layers of security with my Bank but the login procedure remains the same … thus far. It is however proving to be slower than norm and I also get the dreaded ' circles ' preventing me from moving on within the website but a refresh does resolves my problem.

Browsers vs Apps may be another issue or BT, for example, slowing you up in order to encourage purchase of a high speed line.

[Whynd1]

I have lost access too. Its all to so with the secure digital key apparently.

[towny44]

I have lost access too. Its all to so with the secure digital key apparently.

Have you been in touch with HSBC at all, if so what is their recommendation?

[GillD46]

Yes I have use the digital secure key to log in these days. Much safer.

[Whynd1]

Yes,I was put through to the it team. Initially they set me up on my phone with a secure digital passcode. Then he talked me through some steps on my tablet. Until today it worked but as of today its asking me to use the secure key. So will have to get back to them,but it took forever the first time.
My digital key was an old one apparently.
It's a blasted nuisance.

[barney]

I have 100 % security by rejecting Internet banking.

[GillD46]

Yes,I was put through to the it team. Initially they set me up on my phone with a secure digital passcode. Then he talked me through some steps on my tablet. Until today it worked but as of today its asking me to use the secure key. So will have to get back to them,but it took forever the first time.
My digital key was an old one apparently.
It's a blasted nuisance.

They want you to generate a digital secure code. I generate it in my phone to use on the ipad.

[towny44]

Yes I have use the digital secure key to log in these days. Much safer.

I have been using the digital key since its inception many years ago, and the same key works on the tablet but not the laptop!!!!!!!!

[david63]

Have you tried another browser on your laptop?

[towny44]

Have you tried another browser on your laptop?

Good idea David, I'll try that as well as Moby's refresh idea, will report back later.

[GillD46]

Yes I have use the digital secure key to log in these days. Much safer.

I have been using the digital key since its inception many years ago, and the same key works on the tablet but not the laptop!!!!!!!!

My apologies.
I assumed - obviously wrongly - that you were using the little card/fob to generate a code, and not a digital secure key. I was told this was pretty recent - obviously not.

[towny44]

Yes I have use the digital secure key to log in these days. Much safer.

I have been using the digital key since its inception many years ago, and the same key works on the tablet but not the laptop!!!!!!!!

My apologies.
I assumed - obviously wrongly - that you were using the little card/fob to generate a code, and not a digital secure key. I was told this was pretty recent - obviously not.

Sorry Gill I do use the secure key fob to login, I think the system you use is brand new, but I have not as yet considered changing, the key fob has worked perfectly up to now and as I never know where my steam powered smart phone is, or whether its fully charged, I decided not to switch over.

[towny44]

I tried David's different browser idea and using MS Edge I was able to gain access via the laptop, although this is OK for a work round it's not something I want long term, so I will have to ring HSBC and see if they know why Chrome on my laptop won't work.

[david63]

Chrome on my laptop won't work.

There are all sorts of problems with various versions of Chrome on many sites.

[GillD46]

I have been using the digital key since its inception many years ago, and the same key works on the tablet but not the laptop!!!!!!!!

My apologies.
I assumed - obviously wrongly - that you were using the little card/fob to generate a code, and not a digital secure key. I was told this was pretty recent - obviously not.

Sorry Gill I do use the secure key fob to login, I think the system you use is brand new, but I have not as yet considered changing, the key fob has worked perfectly up to now and as I never know where my steam powered smart phone is, or whether its fully charged, I decided not to switch over.

They told me it will soon be compulsory. My husband doesn’t have a smart phone and so has had to jump through all sorts of hoops to continue logging on the old way. But they said it will be impossible before long.

[Stephen]

I had a similar thing with Sky recently. I and everyone else had to renew our passwords. It was a new security thing.

[Whynd1]

I have tried a different search engine this morning,not chrome and it worked.

[towny44]

Chrome on my laptop won't work.

There are all sorts of problems with various versions of Chrome on many sites.

You have mentioned this before David, but I had no problem with accessing the HSBC site on my tablet where I also use Chrome as the browser, however I do use Trusteer (which actually says this site is unprotected!!!) on the laptop but not on the tablet.

[david63]

however I do use Trusteer (which actually says this site is unprotected!!!)

My understanding is that Trusteer is for financial security so I would not expect this site to comply

[Quizzical Bob]

I have tried a different search engine this morning,not chrome and it worked.

Chrome itself is not the search engine although it will use one that it has set as its default. I don't think though that it would be the search engine
that is causing the problem and using a different browser seems to prove that point.

As is the usual advice, have you tried clearing the cookies and cache for that site in Chrome?

https://support.google.com/chrome/answe ... ktop&hl=en

[Stephen]

I'd have been onto HDBC well before now.

[towny44]

I'd have been onto HDBC well before now.

I have now messaged them but since I can access their site on the tablet using the chrome browser, then I doubt the problem is at their end. I imagine they have made some software changes which certain customer's configurations have resulted in problems, I guess it shouldn't happen but we all know it does.