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    Phone Banking

    Phone Banking Service

    Voice ID

    ‘Hang Seng Voice ID’ is now in place to make your Phone Banking journey simpler and faster. From now on, your identity can be verified by your unique voice with the advanced voice biometric technology.

    Hang Seng Voice ID Enrollment hotline :2998 6698

    Features of ‘Hang Seng Voice ID’:

    Simpler verification in Phone Banking via Voice ID
    Time-saving verification for speedy account access via Phone Banking
    Greater convenience as it reduces the need to remember Phone Banking Personal Identification Number (PIN)

    How does it work?

    • ‘Hang Seng Voice ID’ adopts voice biometric technology enabling verification of your identity by your voice when you call our Voice ID enabled Phone Banking hotline.
    • With your permission, ‘Hang Seng Voice ID’ will generate your unique voiceprint by analyzing your voice.
    • A voiceprint comprises both physical characteristics, including lung capacity, vocal tract length and behavioral characteristics such as accent, pronunciation, rate of speech and emphasis.

      • To enroll with banking account, customers can use ATM PIN or Phone PIN of the corresponding banking account for enrollment.
      • To enroll with credit card or spending card, customers can use 1) Phone PIN of the corresponding credit card or spending card; or 2) Card Validation Code (CVC) (last 3-digit code printed on the signature pane at the back of your card).
       
      Enroll with banking account
      Step 1
      Call the Enrollment Hotline
      2998 6698
      Step 2
      Select language for your
      ‘Hang Seng Voice ID’
      passphrase
      Step 3
      Enter any Hang Seng banking account number with Phone Banking Services
      Step 4
      Enter your ATM PIN or Phone PIN
      Step 5
      Listen and agree to the
      Terms and Conditions
      and Personal
      Information Collection
      Statement of Voice ID
      Authentication
      Step 6
      Enter the 6-digit One-
      Time-Password (OTP)
      received via SMS
      Step 7
      Repeat the passphrase
      3 times to generate
      your unique voiceprint
      Step 8
      Enrollment completed
      with SMS confirmation
       
      Enroll with credit card or spending card
       
      Please note
      If you enroll by using your CVC, you will not be able to perform some of the services and transactions, including but not limited to banking account services, securities services and additional Phone Banking Services by using ‘Hang Seng Voice ID’. The scope of restricted services and transactions may be varied from time to time. To perform those transactions, you have to call Hang Seng Voice ID Service Upgrade Hotline and upgrade the authentication using your Phone PIN.

      Step 1
      Call the Enrollment Hotline
      2998 6698
      Step 2
      Select language for your
      ‘Hang Seng Voice ID’
      passphrase
      Step 3
      Enter any Hang Seng
      credit card or spending
      card 2number with
      Phone Banking Service
      Step 4
      Press “1” to enroll with Phone PIN and enter your Phone PIN or Press “2” to enroll with CVC and enter your date of birth, card expiry date and CVC
      Step 5
      Listen and agree to the
      Terms and Conditions
      and Personal
      Information Collection
      Statement of Voice ID
      Authentication
      Step 6
      Enter the 6-digit OTP
      received via SMS
      Step 7
      Repeat the passphrase
      3 times to generate
      your unique voiceprint
      Step 8
      Enrollment completed
      with SMS confirmation
      1. Upon successful enrollment in ‘Hang Seng Voice ID’, your Voice ID will by default be used to verify your identity when you call Hang Seng Phone Banking. However, in processing certain transactions or orders, or under certain other circumstances, you may be required to enter your Phone PIN, OTP via SMS or answer additional security questions.
      2. Spending card account is a non-interest bearing account. Funds maintained in the spending card account are not protected deposit and are not protected by the Deposit Protection Scheme in Hong Kong.
      Terms and Conditions and Personal Information Collection Statement of Voice ID Authentication

    • ‘Hang Seng Voice ID’ Service Upgrade is only applicable to customers who previously enrolled Voice ID with CVC.

      Upon successful upgrade, your voiceprint which was recorded previously could be used to perform banking account services, securities services and additional Phone Banking Services by using ‘Hang Seng Voice ID’.

      Please note
      Customers holding banking account must use banking account number for upgrade.
       
      Hang Seng Voice ID Service Upgrade Hotline : 2998 6690
      Step 1
      Call the Service
      Upgrade Hotline
      2998 6690
      Step 2
      Select language
      Step 3
      Agree to use your
      voiceprint which was
      recorded previously for
      Voice ID upgrade
      and the Terms and
      Conditions and Personal
      Information Collection
      Statement of Voice ID
      Authentication
      Step 4
      Enter any Hang Seng
      banking account, credit
      card or spending card 2
      number with Phone
      Banking Service
      Step 5
      Enter your Phone PIN of
      the corresponding account
      Step 6
      Enter the 6-digit One-
      Time-Password (OTP)
      received via SMS
      Step 7
      Service upgrade
      completed with SMS confirmation
      2. Spending card account is a non-interest bearing account. Funds maintained in the spending card account are not protected deposit and are not protected by the Deposit Protection Scheme in Hong Kong.
      3. Only applicable to customers who previously enrolled Voice ID with CVC.
      • Upon successful enrollment of ‘Hang Seng Voice ID’, you can verify your identity through Voice ID passphrase “I have something to ask you” immediately instead of Phone PIN when dialing the Phone Banking Service hotline next time.

      • You may perform the following additional Phone Banking Services by using ‘Hang Seng Voice ID’ authentication when accessing the designated Phone Banking hotlines. Furthermore, you must be able to receive SMS (mobile phone number in our Bank’s record) in order to perform the following additional Phone Banking Services:
        • Transfer to non-registered third-party Hang Seng accounts *
        Transfer to non-registered other local bank accounts (CHATS) *
        Overseas transfer to non-registered beneficiary accounts *
        Add new third-party Hang Seng account or other local bank account in Hang Seng Personal e-Banking / Phone Banking Channel for registered account transfer service (including transfer via Hang Seng Personal e-banking or Phone Banking)
        Set up standing instruction for fund transfer #
        Update Hang Seng Personal e-banking / ATM / Phone Banking channel non-registered account daily transfer limit
        Update contact information ^


      • Designated Phone Banking hotlines for additional Phone Banking Services by 'Hang Seng Voice ID':
        • Prestige Banking (24-hour Prestige manned phone banking hotline) 2998 9188
        Preferred Banking (24-hour manned phone banking hotline) 2822 8228
        Integrated accounts and deposit accounts (24-hour automated phone banking hotline) 2912 3456
        Toll-free enquiry hotline for Prestige customers staying on the mainland 4001 20 9188


      • Steps and the required information to proceed additional Phone Banking Services by 'Hang Seng Voice ID':
        • 1. Call the above designated Phone Banking Service hotlines to verify your identity and reach our customer service representative (select 8 > 5 after selecting the language) to conduct your additional Phone Banking Services by 'Hang Seng Voice ID'.

        2. Upon your request, our Bank will send you a SMS (mobile phone number in our Bank’s record) with the transaction details for your confirmation.

        3. Upon your confirmation of transaction details, our Bank will send you a One-Time-Password (OTP) via SMS. You must read out the 6-digit OTP to our customer service representative to continue.

        4. Upon finishing the instruction, a notification SMS will be sent to advise you the receipt of your instruction.
         
        * The maximum daily limit for transfer to non-registered accounts via Phone Banking is HKD100,000 (including transfer to non-registered third-party Hang Seng accounts, other local bank accounts (CHATS) and overseas beneficiary account).
        # The maximum transfer limit for setup fund transfer standing instruction is HKD50,000 per instruction.
        ^ For sole credit card customers to update contact information, please contact 24-hour Credit Card Customer Service Hotline for details.
        Hang Seng Visa Infinite Card 2998 8228
        Hang Seng Prestige World Mastercard / Hang Seng World Mastercard 2998 8111
        The Hong Kong Jockey Club Membership Card / The Racing Club Membership Card 2998 8833
        Hang Seng Platinum Card 2998 8222
        Hang Seng Credit Card / Spending Card 2398 0000
        Hang Seng enJoy Visa Platinum Card / Spending Card 2998 8888
        Hang Seng enJoy Visa Card 2998 8188
        Mainland Toll-free Hotline 4001 20 8833

      • Banking Account:
        Prestige Banking (24-hour Prestige manned phone banking hotline) 2998 9188
        Preferred Banking (24-hour manned phone banking hotline) 2822 8228
        Integrated accounts and deposit accounts (24-hour automated phone banking hotline) 2912 3456
        General Enquiry Hotline (Enquiries on Personal e-Banking, Exchange Rates, Deposit Rates, Gold Prices, Investment) 2822 0228
        Toll-free enquiry hotline for Prestige customers staying on the mainland 4001 20 9188
         
        Securities:
        Prestige Banking Securities Trading Manned Hotline 2521 0022
        Preferred Banking and other Customers Securities Trading Manned Hotline 2532 3838
        Automated Securities Enquiry Hotline 2166 6822
        Automated Securities Trading Hotline 2166 6888
         
        24-Hour Credit Card Customer Service Hotline:
        Hang Seng Visa Infinite Card 2998 8228
        Hang Seng Prestige World Mastercard / Hang Seng World Mastercard 2998 8111
        The Hong Kong Jockey Club Membership Card / The Racing Club Membership Card 2998 8833
        Hang Seng Platinum Card 2998 8222
        Hang Seng Credit Card / Spending Card 2398 0000
        Hang Seng enJoy Visa Platinum Card / Spending Card 2998 8888
        Hang Seng enJoy Visa Card 2998 8188
        Mainland Toll-free Hotline 4001 20 8833
    Want to know more?
    Check out our Frequently Asked Questions
    Learn more about Terms and Conditions and Personal Information Collection Statement for Voice ID Authentication
    ‘Hang Seng Voice ID’ Security Tips

    To ensure that customers can use Voice ID safely, please do not use phone banking service to perform Voice ID verification or transaction in public areas to minimize the risk of security threats such as your personal/account information being overheard. To enhance the accuracy of Voice ID, please perform Voice ID enrollment under a quiet environment. If you have any question, please call 2822-0228 for enquiry.