Voice ID - Hang Seng Bank

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.

‘Hang Seng Voice ID’ Enrollment¹

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 Upgrade³

‘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.

- ‘Hang Seng Voice ID’ Verification
- 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.

Additional Phone Banking Services by using ‘Hang Seng Voice ID’

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':

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'.

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.

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.

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

Voice ID Enabled Hotline

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.

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