Voice ID Phone Banking

HSBC HK
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Phone banking
Voice ID phone banking

Making phone banking safer than ever

With HSBC Voice ID, we can recognise your voice when you call our phone banking hotline. That means we can verify your identity without the need to enter a PIN. It's an easier and safer way to use our phone banking services.

How voice biometrics works

Voice biometrics combines physical factors (e.g. vocal tract, mouth shape and size, nasal passage) and behavioural factors (e.g. speed of speech, pronunciation and emphasis, accent) to create your unique voiceprint.

How to enrol in Voice ID¹:

For existing phone banking customers:

1. Call the enrolment hotline (852) 2233 3360

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2. Enter your HSBC bank account or credit card number

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3. Choose to use either your phone banking PIN or ATM PIN for verification

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4. Enter your 6-digit phone banking PIN or ATM PIN

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5. Enter the 6-digit one-time passcode you receive via SMS, followed by the hash key (#)

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6. Repeat the sample passphrase 3 times (maximum 5 attempts) to create your individual voiceprint

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7. You'll receive an SMS to confirm your enrolment

If you're new to phone banking:

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1. Call the enrolment hotline (852) 2233 3360

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2. Enter your HSBC bank account or credit card number

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3. Enter your 6-digit ATM PIN

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4. Enter the 6-digit one-time passcode you receive via SMS, followed by the hash key (#)

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5. You'll get an SMS to confirm your phone banking profile has been set up

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6. Repeat the sample passphrase 3 times (maximum 5 attempts) to create your individual voiceprint

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7. You'll receive an SMS to confirm your enrolment

¹Once you're enrolled in Voice ID, we'll automatically start using it to identify you. However, you may still need to enter your phone banking PIN, one-time passcode, or answer extra security questions in some instances.

How to use Voice ID:

Next time you call the HSBC Jade, HSBC Premier or HSBC Personal Banking Hotline, you don't need to enter your PIN. Just say: "I will need your help with something" and we'll know it's you.

Got a question?

Please see our FAQs

Terms and Conditions [PDF] apply.

HSBC Voice ID