After purchasing a new phone and number, I'm locked out of digital banking. OK, trip to the bank with passport paperwork signed all sorted. 

 

However  HSBC UK Updated app on phone with no option at the bottom to generate a QR code I continue with my username instructions, follow, and continue with pressing scan at the base of app camera appears with a scanner for me to presume scan!!!!!!  At this point, I'm lost. I have nothing to scan. Help and chat line I cannot find the answer

 

Any advice appreciated 

Call the bank in the UK

Thanks Bill

 

Did try that, Automated service even my local branch, press this number for this, press another number for that, we are busy now if you would like to call back later, ect ect

 

I do have a letter written and will send in 2 days if I cannot resolve

 

Colin

 

 

Uninstall the app. 

 

Turn on a VPN with a server in the UK.

 

Reinstall the app. 

 

Try again. 

 

Maybe it will work. 

On 12/10/2024 at 12:05 PM, fanbanrai said:

After purchasing a new phone and number, I'm locked out of digital banking. OK, trip to the bank with passport paperwork signed all sorted. 

 

However  HSBC UK Updated app on phone with no option at the bottom to generate a QR code I continue with my username instructions, follow, and continue with pressing scan at the base of app camera appears with a scanner for me to presume scan!!!!!!  At this point, I'm lost. I have nothing to scan. Help and chat line I cannot find the answer

 

Any advice appreciated 

You need to use the HSBC app on the old phone to generate the QR code. Open the app on the old phone and select "Generate security code". A popup will appear with options. Select 'QR code'. Then scan it using your new phone. I did this last year and it worked fine. Sorry I cant show screenshots as the HSBC app doesn't allow this.

Here are some instructions I found

 

Thanks all for the help,

 

I no longer had my previous phone, making the generate QR impossible 

 

I did write to the bank twice and had an email reply saying they updated my new phone number. Its also not possible for me to make any reply to that email address.

 

Two weeks on, still no banking found another call center line, so I topped up 350 TBH endless security questions and looked like I was there only to run out of credit. Should of known premium number 1,500 TBH top up again many security questions and final outcome was then told the call center has just updated my number and not as previous e-mail message told for security will have to wait 7 days clearance. 

I am now back online after 7 weeks. 

 

I informed WISE     new number. There reply was appologetic and said this could take up to 24 hrs. 3 hrs later all done.