Voice ID FAQs

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 phone banking PINs and answer additional security questions.

If you are already a HSBC phone banking customer, you can register for the HSBC Voice ID from 19th June 2020.

If you are not currently a phone banking customer, please call our customer care helpline. 

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 our hotline gives you 3 chances to verify using the Voice ID passphrase. If the system is unable to verify your identity attempts, you will be directed to a call centre agent.

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.

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.

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.

You’ll need your phone banking number and PIN on hand to get started. Get set up in 3 easy steps:

1. Call 800 VOICE (86423)
2. Verify yourself using your phone banking PIN
3. Create your voiceprint saying 'My voice is my password' up to 5 times

To reset your phone banking PIN, you can call either the HSBC Premier, HSBC Advance or HSBC Personal Banking hotline, depending on your account type to reset your phone banking PIN.

Yes, you have to register via the HSBC Voice ID Enrolment Hotline 800 VOICE (800 86423). 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.

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.

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.

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.

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.

If you have failed Voice ID verification several times consecutively, your Voice ID services will be temporarily suspended. You can call our hotline and speak to our phone banking customer service officers for help resetting your phone banking security.

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

Yes, you can opt-out of the service at any time. To opt out, you will need to call our hotline and speak to one of our customer service officers. They can update your profile status for you.

Yes, please keep your phone banking PIN safe as there will be occasions when you will be required to use it to verify your identity. When registering for online banking for the first time, your phone banking PIN is required during set up. If Voice ID fails to recognise you, your PIN will be used to reset access when you call our hotline to speak to our phone banking customer service officer.