What is HSBC Voice ID?
HSBC Voice ID is a new technology that uses your voice to verify your identity when you call either the HSBC Global Private Banking, HSBC Premier Elite, HSBC Premier or HSBC Personal Banking hotline. With the use of voice biometrics, HSBC Voice ID creates your unique voiceprint which combines:
- physical factors (e.g. vocal tract, mouth shape and size, nasal passage)
- behavioural factors (e.g. speed of speech, pronunciation and emphasis, accents)
Voice ID aims to make verification easier by reducing the need to remember PINs and answer additional security questions.
If I have a cold, can HSBC Voice ID still verify my identity? What if I'm in a noisy place, or on 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're suffering from a general cold or sore throat. In exceptional situations where you may have a more severe illness that affects your voice, or if the background is too noisy, Voice ID may fail to recognize you. Each time you call the HSBC Global Private Banking, HSBC Premier Elite, HSBC Premier, 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.
Similar to phone banking PIN failures, if you fail Voice ID verification several times in a row, your Voice ID services will be temporarily suspended.
To increase your chances of successful Voice ID verification, we encourage you to avoid noisy locations.
Can others imitate my voice or use a recording of my voice to access my account?
It will be extremely difficult for imposters to access your account by imitating your voice. 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 security controls to help reduce the risk of fraud attacks.
Who can sign up for HSBC Voice ID?
To register for Voice ID services, you must be at least 18 years of age and have:
- a complete and valid date of birth registered with us
- a valid phone banking or ATM PIN
- a consolidated phone banking PIN
- a mobile phone that can receive SMS and has a valid phone number that's registered with us
Why is there a minimum age requirement to enrol in HSBC Voice ID?
As younger customers are still developing physically, the sound of their speech is likely to change rapidly.
This could result in failed verification attempts which would require them to re-enrol with the service on a regular basis.
We have implemented the under-18 restriction to ensure our customers receive the best possible experience when using phone banking. Young customers can continue to use their PIN to access phone banking services.
How do I enrol?
You can enrol via the HSBC Voice ID Enrolment Hotline at (852) 2233 3360. Before you start the enrolment process, please have the following ready:
- bank account or credit card number
- phone banking PIN or ATM PIN
- identity document number or date of birth (for joint accounts only)
- mobile phone that has a valid phone number registered with us, and can receive SMS
During the enrolment process, you'll need to repeat a passphrase. This will be recorded to create your voiceprint which we'll use for verification in the future. We advise you to make the enrolment call from a quiet environment so this can be recorded clearly.
For existing phone banking customers:
- Call the enrolment hotline (852) 2233 3360
- Enter your HSBC bank account or credit card number
- Choose to use either your phone banking PIN or ATM PIN for verification
- Enter your 6-digit phone banking PIN or ATM PIN
- Enter the 6-digit one-time passcode you receive via SMS, followed by the hash key (#)
- Repeat the sample passphrase 3 times (maximum 5 attempts) to create your individual voiceprint
- You'll receive an SMS to confirm your enrolment
If you're new to phone banking:
- Call the enrolment hotline (852) 2233 3360
- Enter your HSBC bank account or credit card number
- Enter your 6-digit ATM PIN
- Enter the 6-digit one-time passcode you receive via SMS, followed by the hash key (#)
- You'll get an SMS to confirm your phone banking profile has been set up
- Repeat the sample passphrase 3 times (maximum 5 attempts) to create your individual voiceprint
- You'll receive an SMS to confirm your enrolment
It will only take a few minutes to enrol. You can then use the HSBC Voice ID passphrase instead of your PIN next time you call the HSBC Global Private Banking, HSBC Premier Elite, HSBC Premier or HSBC Personal Banking Hotline. You will be given 2 chances to verify using Voice ID. If you fail to verify successfully, you will be prompted to enter your phone banking PIN instead.
What if I forget my phone banking PIN?
You can reset your phone banking PIN at any HSBC ATM, or by calling the HSBC Global Private Banking, HSBC Premier Elite, HSBC Premier or HSBC Personal Banking hotline, depending on your account type. To reset your PIN via our phone banking hotlines, you'll need your ATM PIN and you'll need to be able to receive a one-time passcode via SMS.
Do I need to have a phone banking PIN before I can register for HSBC Voice ID services?
No, from 2 November 2020, you can also use your ATM PIN to register for HSBC Voice ID services.
Do I have to register via the HSBC Voice ID Enrolment Hotline?
Yes. You can call the Enrolment Hotline at (852) 2233 3360 at any time to register. If you have any questions about HSBC Voice ID or the enrolment process, you can call your usual phone banking hotline for help.
Can I choose whether I want to be verified by PIN or Voice ID?
Once you have successfully enrolled for HSBC Voice ID, we will automatically use Voice ID 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 gave a slightly different passphrase?
Voice ID is based on the way you speak, not what you say. Voice ID will allow for slight differences 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 benefit from voice ID services.
Can customer service officers remind me which language I chose for HSBC Voice ID recording?
No, our customer service officers will not 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.
Does HSBC Voice ID give me access to any additional phone banking services?
You will have access to the same services regardless of whether you use Voice ID or a phone banking PIN for verification.
What do I do if my Voice ID services are temporarily suspended?
If you fail Voice ID verification several times in a row, your Voice ID services will be temporarily suspended. You can call you phone banking hotline to reset your phone banking security.
What if I have a speech impediment, or use a synthetic speech device or mobile app to speak?
You can continue to use your phone banking PIN as you do now.
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 Global Private Banking, HSBC Premier Elite, HSBC Premier, or HSBC Personal Banking hotline, depending on your account type.
If I have enrolled for Voice ID with an ATM PIN, can I still apply for a phone banking PIN?
Yes, you can contact a phone banking customer service officer to help set up your phone banking PIN using your ATM PIN and one-time SMS passcode.
If I have failed Voice ID verification, and I do not have a phone banking PIN, how can I verify my identity?
If you have failed Voice ID verification, you can call your usual phone banking hotline to reset your phone banking security.