HSBC has restricted its Android app from functioning within Samsung's Secure Folder and Android's Private Space, causing many customers to lose access to online banking services. The bank described this as a "proportionate security control" to mitigate risks, stating that customers must use the app outside these environments. Feedback from users has been largely negative, with complaints about abrupt access loss and inadequate communication regarding the changes. Customers are unable to utilize web banking due to the app's requirement for multifactor authentication, and some have raised concerns about HSBC's compliance with the Financial Conduct Authority's Consumer Duty. HSBC has advised customers to access the app outside of protected spaces and mentioned the option of using a Physical Secure Key for desktop banking.