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.
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- 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 confirmationEnroll 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 6698Step 2
Select language for your
‘Hang Seng Voice ID’
passphraseStep 3
Enter any Hang Seng
credit card or spending
card 2number with
Phone Banking ServiceStep 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 CVCStep 5
Listen and agree to the
Terms and Conditions
and Personal
Information Collection
Statement of Voice ID
AuthenticationStep 6
Enter the 6-digit OTP
received via SMSStep 7
Repeat the passphrase
3 times to generate
your unique voiceprintStep 8
Enrollment completed
with SMS confirmation1. 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 6690Step 1
Call the Service
Upgrade Hotline
2998 6690Step 2
Select languageStep 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
AuthenticationStep 4
Enter any Hang Seng
banking account, credit
card or spending card 2
number with Phone
Banking ServiceStep 5
Enter your Phone PIN of
the corresponding accountStep 6
Enter the 6-digit One-
Time-Password (OTP)
received via SMSStep 7
Service upgrade
completed with SMS confirmation2. 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.
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- 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:
- Designated Phone Banking hotlines for additional Phone Banking Services by 'Hang Seng Voice ID':
- Steps and the required information to proceed additional Phone Banking Services by 'Hang Seng Voice ID':
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 ^
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
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 - 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:
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-
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
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Banking Account:
Want to know more?
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Check out our Frequently Asked Questions |
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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.