I have been a real idiot

[Mojolostforever]

I have a little gadget that I need to access my online banking. Today it failed, the battery was dead, so I took it to the bank.

The bank clerk said she would reactive it for me and she took it away.

But instead of reactivating my original gadget she brought me a new one.

But, the pin number I use on the gadget, to access my account, was written on the back.

At the moment I can't change the pin number because the bank is having a problem with online banking (HSBC) so I am stuck. Any ideas? ( Apart from telling me I'm an idiot, which I already know).

I don't know if one is supposed to have the PIN written on the gadget.
But, you did not know that she was going to take the gadget and instead give you a new one. So that part isn't your fault.

I have no advice, I'm sorry, but I hope you will find a solution!

So you don't know your PIN? Or are you concerned your PIN is 'out there'?

What is the gadget? A card reader I thought but that doesn't need a pin. Sounds dodgy anyway!

This is why we set up two accounts entirely separate from natwest, constant downs and they had bought over our Scottish bank so total blackout.

I know my pin. I'm worried that I unknowingly handed the gadget to a member of staff at the bank.
I didn't know she was going to keep it, she said she would reactivate it for me.

The gadget is a rectangular bit of plastic. To log onto online banking, you put your pin number in, and it gives you a six digit code. When you type the code in, on the online banking page, your bank account comes up.

Goodness!

You don't need that gadget anymore for a HSBC acct- you can do it through the app

What do you mean?

Are you afraid that the bank employee will log in and take your money with the old gadget and the PIN?

You mean a card reader? Literally any banks will do. They take generic batteries top, always got a stash in my house as loads of kids toys require them.

I will start using the app as soon as I can get onto online banking. At the moment they are still buggering about and I can't (along with thousands of others).

A card reader? If the bank have taken it and disposed of it, it's very unlikely anything would happen, it can't be tied to you and likely now nobody knows who it belongs to...

Yes, that.

It's unlikely the bank staff will be able to match the device to your account. She would have thrown it in the bin hopefully.

If you're really worried.call the bank to let them know so its logged under your notes. Then if there is fraud you'll at least be well protected without further dispute.

There is not a risk here from someone having your old card reader and pin. Even if she did somehow clone your card and take your money the bank would refund you.

Thank you, I will do that's soon as they open.

My HSBC app is working, as is the digital secure key on there.

I think it's very likely she has thrown the gadget away, perhaps having discovered the battery can't be replaced. She would also need other info to access your account, as you probably have a password as well as the one time passcode? I would expect additional checks to kick in if your account is accessed from an unfamiliar device - not that anyone can access it at the moment given this prolonged outage?

I would contact the bank and say you think your PIN may have been compromised (this PIN is separate to your debit card PIN?) and they will be able to reset it. Once the systems are back up, of course!

As a precaution I would move all the money out of it and only put money in when your direct debits are due, until the account is fully secure again. But I think it's unlikely anyone has intercepted the PIN. I assume you won't be writing it on the back of the device again!

I agree with this.

Good luck, OP!

How come you're still using a card reader? I haven't used one in about 10 years!

Yes I have a password as well as the one time passcode on the gadget.

You are right, I won't be writing the code on the back again!!

(Because the code was written on the back, we always hide the gadget if we have visitors.

I never thought I'd be stupid enough to hand it over to someone, even if it was to a bank staff member).

I'm not sure that OP is talking about a card reader. It sounds more like what we in my native language call a "bankdosa", but I have no idea what it's called in English. It is still quite commonly used in my home country.

This device isn't a card reader, is it? Just for people who were imagining the bank clerk would need the physical card too. I assume it looks like this

But you would still need the username and password so all is not lost.

OK well same thing, upu don't need them anymore and haven't for a long time.

Yes, not a card reader, a code generator device thing. You put in your pin and it generates a random number that you then type in to log into your account. I didn’t know HSBC were still using them, got rid of mine a couple of years ago and now use Face ID to log in to my app (also working fine this evening)

Also don’t think there’s a security risk to your account OP because you’ve also got to have your login ID and your password, but still better to report it just in case, and better to keep your pin separate from the new one in future. Hope you can get into your app soon!