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Voice ID

Frequently asked questions (FAQs)

What is HSBC Voice ID?

HSBC Voice ID is a new technology that enables you to use just your voice to verify when calling either the HSBC Premier, HSBC Advance, or HSBC Personal Banking hotline, depending on your account type. With the use of Voice Biometrics, HSBC Voice ID creates your unique voiceprint which is used for verifying your identity. A voiceprint combines both:

  • physical factors (e.g. vocal tract, mouth shape and size, nasal passage) and
  • behavioural factors (e.g. speed of speech, pronunciation and emphasis, accents)

Voice ID provides another form of verification and aims to make verification easier for you by reducing the need to remember PINs and answer additional security questions.

 

When can I use HSBC Voice ID?

If you are already a HSBC phone banking customer, you can register for the HSBC Voice ID from 27 March 2017. 

If you are not currently a phone banking customer, you need to first register for phone banking services at any time. To register for phone banking services, you can go to any HSBC ATM, or call either the HSBC Premier, HSBC Advance, or HSBC Personal Banking hotline, depending on your account type, using your ATM PIN. Once you have obtained your phone banking PIN, you can then register for HSBC Voice ID from 27 March 2017.

 

If I have a cold, can HSBC Voice ID still verify my identity? What if I am in a noisy place, or if it’s a bad line?

HSBC Voice ID is based on the way you speak, rather than the sounds themselves. Therefore, we can still verify your identity when you are suffering from a general cold or sore throat. In exceptional situations where you may have a more severe illness that affects your voice or the background is too noisy, Voice ID may fail to recognize you. Each time you call the HSBC Premier, HSBC Advance, or HSBC Personal Banking hotline you will be given 2 chances to verify using the Voice ID passphrase. If the system is unable to verify your identity in 2 attempts, you will be asked to use your phone banking PIN for verification after the second attempt. 

Similar to phone banking PIN failures, if you fail Voice ID verification several times consecutively, your Voice ID services will be temporarily suspended.

To increase your chances of successful Voice ID verification, we encourage you to avoid calling from noisy locations.

 

Can others imitate my voice or use recording of my voice to access my account?

It will be extremely difficult for imposters to get through by imitating your voice, as we measure more than 100 physical and behavioural factors of how a voice is produced, rather than the sounds themselves. We are also deploying additional new security controls to help reduce the risk of fraud attacks.

 

Which HSBC customers can sign up for HSBC Voice ID services?

Customers who meet the following criteria can register for Voice ID services:

  • 18 years of age or above
  • Have a complete and valid date of birth with the bank
  • Already registered for phone banking services
  • Have a consolidated phone banking PIN
  • Have a mobile phone that can receive SMS and a phone number that is valid and updated in their bank records.

 

Why is there a minimum age requirement to enrol in HSBC Voice ID?

As younger customers are still developing physically, the production of their speech is highly likely to change rapidly. 

Changes in physical factors of young customer’s voice could result in failed verification attempts which will cause inconvenience to the customer, and would require them to re-enrol with the service on a regular basis.

We have implemented the under 18 restriction to ensure our customers continue to receive the best possible experience when using phone banking. Young customers under 18 can continue to use phone banking PIN to perform verification for phone banking services.

 

How do I register?

You can register via the HSBC Voice ID Enrolment Hotline (852) 2233 3360. Before you start the enrolment process, please be sure to have the following information ready:

  • Your bank account or credit card number
  • Your phone banking PIN
  • Your identity document number or Date of Birth (for joint accounts only)
  • A mobile phone that can receive SMS and a phone number that is valid and updated in their bank record

During the enrolment process, you are required to repeat a passphrase which will be recorded to create a voice print and used for future verification purposes. We recommend the enrolment call is made from a quiet environment for better recording quality.

Enrolment steps:

  • Select language (English, Cantonese, Putonghua) to record your Voice ID passphrase in
  • Key-in any HSBC bank account or credit card number
  • Input your 6-digit phone banking PIN
  • Confirm your registered mobile phone number is ready to receive a SMS with a 6-digit one-time passcode
  • Enter the one-time passcode when received via SMS, followed by hash key (#)
  • Listen to the HSBC Voice ID enrolment Terms & Conditions
  • Select to “agree” to the Terms & Conditions, or end the call if you “do not agree” to the Terms & Conditions, or listen to the Terms & Conditions again
  • Repeat the passphrase to provide three good utterances (maximum 5 attempts) to create your individual voice print

It will only take a few minutes for you to complete the HSBC Voice ID services enrolment journey.

You can then use the HSBC Voice ID passphrase instead of your phone banking PIN the next time you call either the HSBC Premier, HSBC Advance, or HSBC Personal Banking hotline, depending on your account type. You will be given 2 chances to verify using Voice ID. If you fail to successfully verify, you will be prompted to enter your phone banking PIN instead.

 

What if I forget my phone banking PIN?

To reset your phone banking PIN, you can access any HSBC ATM using your HSBC ATM PIN and select the phone banking PIN reset option, or by calling either the HSBC Premier, HSBC Advance, or HSBC Personal Banking hotline, depending on your account type, and use your ATM PIN to reset your phone banking PIN. Please keep in mind that if you reset your phone banking PIN via phone banking services hotlines, you will need to provide a one-time passcode, which will be sent to you via SMS, to complete the phone banking PIN reset process. 

 

Do I need to have a phone banking PIN before I can register for HSBC Voice ID services?

Yes, you must have a phone banking PIN prior to registering for HSBC Voice ID services. If you do not have a phone banking PIN, please register for phone banking services first.

 

Do I have to register via the HSBC Voice ID Enrolment Hotline?

Yes, you have to register via the HSBC Voice ID Enrolment Hotline (852) 2233 3360. You can call the Enrolment Hotline at any time to register. Alternatively, phone banking customer service officers will also be able to transfer you to the Enrolment Hotline to perform registration. If you have any questions about HSBC Voice ID or the enrolment process, you may call the HSBC Premier, HSBC Advance, or HSBC Personal Banking hotline, depending on your account type, to contact a phone banking customer service officer.

 

Can I choose when to be verified by phone banking PIN or HSBC Voice ID?

Once you have successfully enrolled for the HSBC Voice ID services, we will use Voice ID as the verification method automatically when you call us for phone banking services going forward.

However, if you choose not to enrol in Voice ID services, you can continue to use your phone banking PIN for verification, as you do now.

 

Why did Voice ID successfully verify my identity even though I spoke a similar, but different, phrase than the Voice ID passphrase?

Voice ID is based on the way you speak but not what you say. Voice ID has an acceptance tolerance for slight variations from the Voice ID passphrase. This takes into consideration people with different accents who may pronounce the same word differently, and allows all HSBC customers to enjoy voice ID services.

 

Can customer service officers remind me which language I chose for HSBC Voice ID recording?

No, the customer service officers will not be able to know which language you chose at enrolment. However, when you use our phone banking service and once you have successfully entered your account number, the Interactive Voice Response system (IVR) will prompt you to repeat the Voice ID passphrase in the language you chose at enrolment.

 

What services will be provided to me after HSBC Voice ID verification? Are any services offered only after verification by Voice ID in addition to the standard service scope provided after verification by phone banking PIN?

You will have access to the same services that are currently provided by phone banking regardless of whether you are using Voice ID or phone banking PIN for verification.

 

What do I do if my Voice ID services is temporarily suspended?

If you have failed Voice ID verification several times consecutively, your Voice ID services will be temporarily suspended. You can call either the HSBC Premier, HSBC Advance, or HSBC Personal Banking hotline, depending on your account type, and contact a phone banking customer service officer for help resetting your phone banking security.

 

What if I have a speech impediment, or perhaps use a synthetic speech device or mobile apps to speak?

You can continue to use phone banking PIN to perform verification for phone banking services as you do today.

 

Can I opt-out of Voice ID services once I have enrolled?

Yes, you can opt-out of the service at any time. To opt out, you will need to call either the HSBC Premier, HSBC Advance, or HSBC Personal Banking hotline, depending on your account type, and contact a phone banking customer service officer. They can update your profile status for you.