Frequently asked questions

  1. What is Voice ID?

    Your voice is unique. To use Voice ID, we'll make a recording of your voice (over the phone) when you say a specific phrase. The recording, which we call your voiceprint, is safely stored by us. Voice ID compares more features in your voice than the human ear can hear. It looks at over 100 unique characteristics that we can find in your voice. We'll use the Voice ID voiceprint to compare it with your voice when you call us in the future. That is how we'll know we're speaking to you. Using Voice ID to call Telephone Banking is fast, easy and safe.

    Back to top

  2. What are the benefits of Voice ID?

    Voice ID will make it fast and easy to access your account. All you have to do is call us with your account details at hand and say the passphrase "My voice is my password" when we ask you to. You don’t even need to remember that phrase; we’ll let you know what to say. Voice ID is easy to use when you are on the move as all you need is your voice. 

    Back to top

  3. Is Voice ID secure?

    Voice ID analyses over 100 different characteristics of your voice which like your fingerprint, are unique to you. Such as, how you use your mouth and vocal chords, your accent and how fast you talk. It even recognises you if you have a cold or a sore throat.

    Back to top

  4. What happens to my Voice ID data?

    Your Voice ID data will be stored and protected by us in the same way that we securely store all our customer data.

    Back to top

  5. Can someone with a similar voice to mine access my account?

    When you say your passphrase, Voice ID compares more features in your voice than the human ear can hear. Voice ID looks at over 100 characteristics that we can find in your voice. If someone calls up and pretends to be you, we’ll know if we’re speaking to you or not by comparing the voiceprints. But Voice ID in itself isn’t enough for us to identify you. You also need to give us your card or account number when you use Telephone Banking.

    Back to top

  6. How do I set up my Voice ID?

    You need to call us to set up Voice ID, as this is a telephone service. But you can also receive help from an adviser if you visit a branch. You can call us directly on 0345 850 1022 to set up Voice ID. Or you can wait until you call us next and we’ll ask you if you want to set this up. Lines are open 24/7 and our advisers are available 7am to 11pm if you'd like more information.

    Calls to 03 numbers are charged at no more than local rate. If you need to call us from abroad, you can call us on +44 131 278 3717. Calls may be monitored and recorded.

    Not all Telephone Banking services are available 24 hours a day, seven days a week. Please speak to an adviser for more information.

    Back to top

  7. Can I go into a branch to set up Voice ID?

    Yes, but you’ll still need to call us, even if you are in a branch.  However, we recommend you call using your own mobile phone or from your home landline  If you would like to set up Voice ID from a branch, a member of staff will be able to help you through the process.  

    Back to top

  8. Can I set up Voice ID if I can’t remember my Security Number?

    If you are calling us to set up your Voice ID for the first time and you don't know your Security Number, don’t worry. We’ll still be able to identify you using other security methods.

    Back to top

  9. Will I have to memorise the passphrase I use for Voice ID?

    We’ll prompt you to say the passphrase "My voice is my password" if you need us to when you call us to access your account via Telephone Banking. Please note that we will never call you directly and ask you to repeat the passphrase.

    Back to top

  10. Will Voice ID work if there’s a lot of background noise?

    We’ll do our best to recognise your voiceprint. But just like having a conversation, it's easier if you call from a quiet place. If Voice ID doesn’t work because it is too noisy, we can confirm your identity by asking you security questions.

    Back to top

  11. What happens if I have a cold, will Voice ID recognise my voice?

    Most of the time we’ll be able to match your voiceprint even if your voice sounds a bit different. But in some circumstances, for example if you are ill, we may have to ask some security questions to check who you are.

    Back to top

  12. Does Voice ID work if I have a speech impediment or use a voice box?

    It may be possible for you to set up Voice ID even if you have a speech impediment. For a successful set up we need at least three strong recordings of your voice repeating the passphrase.

    We don’t recommend setting up Voice ID if you use a voice box or speech synthesiser. They might pose a security risk as some speech synthesiser machines use the same recorded voice.

    If Voice ID is not suitable for you please let us know and we’ll ensure you are not asked to register when you call us.

    Back to top

  13. Is Voice ID similar to Siri or Alexa?

    No, both Siri and Alexa recognise what words are said, not how someone says them. Voice ID is very sophisticated and analyses over 100 characteristics in someone’s voice, like tone, pitch and speed. This is made into a unique speech pattern which we can use to confirm the caller.

    Back to top

  14. Can I use Voice ID on behalf of someone I care for?

    It’s not possible at the moment, but it might be an option in the future. 

    Back to top

  15. Can someone else access my account with my permission?

    Since your voice is unique, someone else will not be able to use Voice ID on your behalf. To protect yourself – don’t share your Security Number or security details with anyone else.

    Back to top

  16. What if I no longer want to use Voice ID?

    If you decide that you don’t want to use Voice ID any more, you can call us to cancel your Voice ID set up. The next time you call us we’ll ask for your Security Number or other security measures as we did before you set up Voice ID. If you want to use Voice ID again, you’ll need to set up your voiceprint again. 

    Back to top

  17. Who can apply for Voice ID?

    The Bank of Scotland Voice ID service is available to UK customers over the age of 18 who hold a bank, savings or credit card account with us.

    Back to top