HSBC Telebanking | Benefits and how to get started

Benefits

At HSBC, we are dedicated to deliver better banking services to our valued customers. Our telebanking services, satisfies your banking needs as you enjoy convenience from the comfort of your home or even when you're abroad.

Introducing Voice ID

Voice ID makes banking over the phone more efficient and secure by turning your voice into your password.

Show me how Telebanking works

Some of the features you can now enjoy at your fingertips:

Activate kill switch if you suspect your account is compromised
Check your account(s) balances and recent transactions
Update Time Deposit maturity instructions and transfer limit maintenance
Transfer funds between your own HSBC accounts*

(*up to RM10,000 per day)

Make credit card payments; check reward points and request cash advances
Opt in for Card-Not-Present (CNP) and overseas transactions
Enquire about foreign exchange rates
Reset your Online/Mobile Banking logon credentials

Get started

Faster and easier

You can now use your voice to authenticate yourself when you call HSBC. You won’t need to remember your PIN or Telebanking PIN each time you call us. With Voice ID, you can gain immediate access to your accounts by entering your account, card or Identity Number, and saying “My voice is my password.”

Voice ID analyses your voice in seconds – checking over 100 behavioral and physical vocal traits, from your pronunciation to the tone and pattern of your voice.

Safer

Fraudsters and hackers may be able to steal or guess your passwords, but they can’t replicate your voice. We measure the mechanics of how sounds are produced, rather than the sounds themselves. Voice ID is sensitive and sophisticated enough to detect if someone is impersonating you or playing a recording – and recognize you, even if you have a cold or sore throat.

Signing up for Voice ID is as easy as using it

Step 1: Call 03 8321 8000 from your registered mobile number to enrol.

Step 2: Authenticate yourself by entering your 6-digit Telebanking PIN (also known as Phone Banking PIN). If you do not have one, you can request a Telebanking PIN .

Step 3: Create a unique Voice ID by saying "My voice is my password" in any of the below languages 3 to 5 times:

English: "My voice is my password"

Bahasa Malaysia: "Suara saya adalah kata laluan saya"

Mandarin: “我的声音就是我的密码”

You're all set! Use your new Voice ID the next time you call!

Faster and easier

Voice ID analyses your voice in seconds – checking over 100 behavioral and physical vocal traits, from your pronunciation to the tone and pattern of your voice.

Safer

Signing up for Voice ID is as easy as using it

Step 1: Call 03 8321 8000 from your registered mobile number to enrol.

Step 2: Authenticate yourself by entering your 6-digit Telebanking PIN (also known as Phone Banking PIN). If you do not have one, you can request a Telebanking PIN .

Step 3: Create a unique Voice ID by saying "My voice is my password" in any of the below languages 3 to 5 times:

English: "My voice is my password"

Bahasa Malaysia: "Suara saya adalah kata laluan saya"

Mandarin: “我的声音就是我的密码”

You're all set! Use your new Voice ID the next time you call!

Your Telebanking PIN (also known as Phone Banking PIN) is a 6-digit Personal Identification Number that you set up for yourself to authenticate your phone banking transactions when you call HSBC.

You can set up your Telebanking PIN by visiting your nearest branch.

Important information on Voice ID (PDF) This link will open in a new window

Frequently Asked Questions for Voice ID

Voice ID is a new technology that enables you to use just your voice to verify when calling either the HSBC Premier, HSBC Amanah or HSBC Bank hotline, depending on your account type. With the use of Voice Biometrics, Voice ID creates your unique voiceprint which is used for verifying your identity. A voiceprint combines both: physical factors (e.g. vocal tract, mouth shape and size, nasal passage) and behavioural factors (e.g. speed of speech, pronunciation and emphasis, accents). Voice ID provides another form of verification and aims to make verification easier for you by reducing the need to remember PINs and answer additional security questions.

HSBC Voice ID is based on the way you speak, rather than the sounds themselves. Therefore, we can still verify your identity when you are suffering from a general cold or sore throat. In exceptional situations where you may have a more severe illness that affects your voice or the background is too noisy, Voice ID may fail to recognize you. If this happens, you will be transferred to speak with our Customer Service Representative for further assistance.

To increase your chances of successful Voice ID verification, we encourage you to avoid calling from noisy locations.

It will be extremely difficult for imposters to get through by imitating your voice, as we measure more than 100 physical and behavioural factors of how a voice is produced, rather than the sounds themselves. We are also deploying additional new security controls to help reduce the risk of fraud attacks.

Customers who meet the following criteria can register for Voice ID services:

Have an active account with no suspended, hot or dormant status
Have already registered for Telebanking services
Have a Telebanking PIN (also known as Phone Banking PIN) and a valid mobile number maintained in the system

As younger customers are still developing physically, the production of their speech is highly likely to change rapidly.

Changes in physical factors of young customer’s voice could result in failed verification attempts which will cause inconvenience to the customer, and would require them to re-enrol with the service on a regular basis.

We have implemented the under 18 restriction to ensure our customers continue to receive the best possible experience when using phone banking. Young customers under 18 can continue to use Telebanking PIN to perform verification for phone banking services.

You can reset your Telebanking PIN (also known as Phone Banking PIN) by visiting your nearest branch.

Yes, you can only register for HSBC Voice ID services via Telebanking PIN authentication (subject to having a valid registered mobile number in our system).

Yes, you have to register via the Voice ID Enrolment Hotline 03- 8321 8000. You can call the Enrolment Hotline at any time to register. Alternatively, Telebanking customer service officers will also be able to transfer you to the Enrolment Hotline to perform registration. If you have any questions about Voice ID or the enrolment process, you may call the HSBC Premier, HSBC Amanah or HSBC Bank hotline, depending on your account type, to contact a Telebanking customer service officer.

Once you have successfully enrolled for the Voice ID services, we will use Voice ID as the verification method automatically when you call us for Telebanking services going forward.

However, if you choose not to enrol in Voice ID services, you can continue to use your Telebanking PIN for verification, as you do now.

Voice ID is based on the way you speak but not what you say. Voice ID has an acceptance tolerance for slight variations from the Voice ID passphrase. This takes into consideration people with different accents who may pronounce the same word differently, and allows all HSBC customers to enjoy voice ID services.

No, the customer service officers will not be able to know which language you chose at enrolment. However, when you use our Telebanking service and once you have successfully entered your account number, the Interactive Voice Response system (IVR) will prompt you to repeat the Voice ID passphrase in the language you chose at enrolment.

You will have access to the same services that are currently provided by Telebanking regardless of whether you are using Voice ID or Telebanking PIN for verification.

If you have failed Voice ID verification several times in a row, your Voice ID services will be temporarily suspended. You can contact us to reset your Telebanking access via Telebanking PIN authentication. If you do not have a Telebanking PIN, you can set one up by visiting your nearest branch.

You can continue to use Telebanking PIN to perform verification for phone banking services as you do today.

Yes, you can opt-out of the service at any time. To opt out, you will need to call either the HSBC Premier, HSBC Amanah or HSBC Bank hotline, depending on your account type, and contact a Telebanking customer service officer. They can update your profile status for you.