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Voice ID

Bye bye passwords

Key Benefits

  • Access telephone banking through your voice
  • No need to use your security number
  • Easier and safer to access your account through telephone banking
     

How do I sign up for Voice ID?

  1. Call 08000 852 380 to enrol for HSBC Voice ID 
  2. Verification using your telephone security number 
  3. Create your voiceprint saying 'My voice is my password' up to five times
  4. Use your voice to access your account through telephone banking

 

Then next time you call, no more passwords... you'll just need to repeat that short, simple phrase.

Don't worry about remembering it - we'll tell you what to say each time.

If you've forgotten your telephone banking security number, you can reset it by calling 03456 00 61 61.

HSBC Voice ID is available to UK, Channel Islands and Isle of Man customers over the age of 18 who are registered for telephone banking.

 

How it works

Your voice is unique, just as your fingerprint is which means you can create your own voiceprint with us.

Once you've created your 'voiceprint', you'll be able to use your voice to access telephone banking and we'll use this to further help protect against fraud.

Instead of entering two random digits from your telephone banking security number, we'll verify it's you by asking you to say a short simple phrase.

Voice ID can analyse your voice in seconds - checking over 100 behavioural and physical vocal traits, including the size and shape of your mouth, how fast you talk and how you emphasise words.

 

Security

Fraudsters and hackers may be able to steal or guess your security number, but they can't replicate your voice.

Voice ID is sensitive enough to help detect if someone is impersonating you or playing a recording - and recognise you even if you have a cold or sore throat.

You won't need to remember your security number.

Once you've entered your account or card number you'll just need your voice to access your account through telephone banking.

What are the benefits of using Voice ID?
You probably have lots of passwords and PINs to remember.

Once enrolled to Voice ID you'll no longer need to remember your telephone security number to access telephone banking.

This should make it much easier for you, particularly if you don't call us much.

 

Can I set up Voice ID when I'm in the branch?
Yes, you'll be able to set up Voice ID in the branch once it's launched.

One of our customer service representatives will take you to a phone in a quiet area so that you can make the call to set it up.

 

If I am ill or sound a bit different, will Voice ID still work?
Our voices can sound different if we are ill, however, Voice ID will still work when you are suffering from a general cold or sore throat.

In exceptional situations where you have a more severe illness that affects your voice, we'll verify you using a different method.

 

If I'm in a noisy place, or if it's a bad line, will Voice ID still work?
We may not be able to recognise your voice if the line is bad or it's noisy in the background.

If this happens, we'll transfer you to an agent who will verify you by asking you some security questions.

Alternatively you could call us back when you're somewhere less noisy or from a different phone.

 

If I have a speech impediment or use a voice box, will Voice ID still work?
It should be possible for you to set up Voice ID if you have a speech impediment, we'll just need to ensure that we are able to get at least three strong recordings of you repeating the pass phrase.

However, you may find that it's easier for you to continue to use your telephone banking security number.

We don't recommend you setting up voice ID if you use a voice box or speech synthesiser.

Your voice would appear unnatural, and as though it was being played back through a speaker. There is also a security risk as some speech synthesiser machines use the same voice.

 

Can I use Voice ID on behalf of someone for whom I am a carer or hold Power of Attorney?
Yes, you can set up Voice ID on an account that you have permission to operate.

 

Can someone record my voice and use it to access my account?
Our systems will help detect if a recording of your voice is being played.

And we'll recognise an imposter trying to imitate your voice.

This is because your voice is unique in the same way that your fingerprint is.

Voice ID uses Voice Biometrics to create a voiceprint that combines both the physical and behavioural factors of your voice.

 

What if I don't know my Telephone Security Number? Can I still use Voice ID?
If you've called to set up Voice ID and you don't know your telephone security number, we'll transfer you to an agent.

They'll ask you some additional security questions and if you answer these correctly you'll be able to set up Voice ID.

If you can't answer the questions, you'll need to pop into a branch with some photo ID so that we can reset your security.

 

I'm worried about my voice being recorded
We do already record all of our telephone banking calls for training and security purposes.

But Voice ID is a new technology that uses voice biometrics to create your voiceprint.

 

Key Benefits

  • Access telephone banking through your voice
  • No need to use your security number
  • Easier and safer to access your account through telephone banking
     

How do I sign up for Voice ID?

  1. Call 08000 852 380 to enrol for HSBC Voice ID 
  2. Verification using your telephone security number 
  3. Create your voiceprint saying 'My voice is my password' up to five times
  4. Use your voice to access your account through telephone banking

 

Then next time you call, no more passwords... you'll just need to repeat that short, simple phrase.

Don't worry about remembering it - we'll tell you what to say each time.

If you've forgotten your telephone banking security number, you can reset it by calling 03456 00 61 61.

HSBC Voice ID is available to UK, Channel Islands and Isle of Man customers over the age of 18 who are registered for telephone banking.

 

How it works

Your voice is unique, just as your fingerprint is which means you can create your own voiceprint with us.

Once you've created your 'voiceprint', you'll be able to use your voice to access telephone banking and we'll use this to further help protect against fraud.

Instead of entering two random digits from your telephone banking security number, we'll verify it's you by asking you to say a short simple phrase.

Voice ID can analyse your voice in seconds - checking over 100 behavioural and physical vocal traits, including the size and shape of your mouth, how fast you talk and how you emphasise words.

 

Security

Fraudsters and hackers may be able to steal or guess your security number, but they can't replicate your voice.

Voice ID is sensitive enough to help detect if someone is impersonating you or playing a recording - and recognise you even if you have a cold or sore throat.

You won't need to remember your security number.

Once you've entered your account or card number you'll just need your voice to access your account through telephone banking.

What are the benefits of using Voice ID?
You probably have lots of passwords and PINs to remember.

Once enrolled to Voice ID you'll no longer need to remember your telephone security number to access telephone banking.

This should make it much easier for you, particularly if you don't call us much.

 

Can I set up Voice ID when I'm in the branch?
Yes, you'll be able to set up Voice ID in the branch once it's launched.

One of our customer service representatives will take you to a phone in a quiet area so that you can make the call to set it up.

 

If I am ill or sound a bit different, will Voice ID still work?
Our voices can sound different if we are ill, however, Voice ID will still work when you are suffering from a general cold or sore throat.

In exceptional situations where you have a more severe illness that affects your voice, we'll verify you using a different method.

 

If I'm in a noisy place, or if it's a bad line, will Voice ID still work?
We may not be able to recognise your voice if the line is bad or it's noisy in the background.

If this happens, we'll transfer you to an agent who will verify you by asking you some security questions.

Alternatively you could call us back when you're somewhere less noisy or from a different phone.

 

If I have a speech impediment or use a voice box, will Voice ID still work?
It should be possible for you to set up Voice ID if you have a speech impediment, we'll just need to ensure that we are able to get at least three strong recordings of you repeating the pass phrase.

However, you may find that it's easier for you to continue to use your telephone banking security number.

We don't recommend you setting up voice ID if you use a voice box or speech synthesiser.

Your voice would appear unnatural, and as though it was being played back through a speaker. There is also a security risk as some speech synthesiser machines use the same voice.

 

Can I use Voice ID on behalf of someone for whom I am a carer or hold Power of Attorney?
Yes, you can set up Voice ID on an account that you have permission to operate.

 

Can someone record my voice and use it to access my account?
Our systems will help detect if a recording of your voice is being played.

And we'll recognise an imposter trying to imitate your voice.

This is because your voice is unique in the same way that your fingerprint is.

Voice ID uses Voice Biometrics to create a voiceprint that combines both the physical and behavioural factors of your voice.

 

What if I don't know my Telephone Security Number? Can I still use Voice ID?
If you've called to set up Voice ID and you don't know your telephone security number, we'll transfer you to an agent.

They'll ask you some additional security questions and if you answer these correctly you'll be able to set up Voice ID.

If you can't answer the questions, you'll need to pop into a branch with some photo ID so that we can reset your security.

 

I'm worried about my voice being recorded
We do already record all of our telephone banking calls for training and security purposes.

But Voice ID is a new technology that uses voice biometrics to create your voiceprint.

 

We're here to help you. Find the answers and while you're at it, tell us how we could do better.