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Phone Banking

Personal Banking Service Phone Banking Voice ID
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.

    • Customers holding banking account must use Phone PIN of the corresponding banking account for enrollment.
    • Sole credit card or spending card 2 customers (sole card customers) can use one of below authentication for enrollment
      - Phone PIN of the corresponding credit card or spending card 2
      - Card Validation Code (CVC) (last 3-digit code printed on the signature panel at the back of your card)
     
    Enroll with Phone PIN

    Please note
    Customers holding banking account must use banking account number for enrollment.
    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, credit
    card or spending card 2
    number with Phone
    Banking Service
    Step 4
    Listen and agree to the
    Terms and Conditions
    and Personal
    Information Collection
    Statement of Voice ID
    Authentication
    Step 5
    Banking account customers: Enter your Phone PIN
    Sole card customers: Press "1" to enroll with
    Phone PIN and input your Phone PIN
    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 CVC
     
    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
    Listen and agree to the
    Terms and Conditions
    and Personal
    Information Collection
    Statement of Voice ID
    Authentication
    Step 5
    Press "2" to enroll with
    CVC and enter your date
    of birth, card expiry
    date and CVC
    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 FAQs

‘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.