| 1. |
What is Hang Seng Verified by Visa Service? |
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| Q: |
What is Hang Seng Verified by Visa Service? |
| A: |
This is an online security
service introduced by Visa to make transactions via the Internet
safer:
- No additional software required
- Reduced risk of unauthorised online transactions
- Increased confidence when shopping on the Internet |
| Q: |
How do I verify my identity during online purchases? |
| A: |
| - |
When shopping online, customers will be connected to Hang Seng to authenticate their identity at the point of purchase. |
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Customers enter their self-selected Verified by Visa password to enable Hang Seng to verify their identities. |
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| Q: |
How secure it is? |
| A: |
Verified by Visa provides you with extra protection by using the Personal Assurance Message ("PAM"):
The PAM created by the customer will appear in the Hang Seng Verified by Visa Service window whenever they make online purchases. Customers should check that the PAM is correct before entering their Verified by Visa password to ensure their transaction is being authenticated by Hang Seng. |
| Q: |
Who is eligible for this service? |
| A: |
| - |
All Hang Seng Personal Visa Card customers can register for this service for free (excluding USD Visa Gold Card customers). |
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Registration is fast and easy. All you need is your
Personal e-Banking user name and password. |
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| 2. |
How to register Hang Seng Verified by Visa Service? |
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| Q: |
Can I register with my existing Hang Seng Visa Card or do I need to apply for a new one to use Hang Seng Verified by Visa Service? |
| A: |
You don't need to apply for a new Visa Card. All existing Hang Seng Personal Visa Card customers can register (excluding USD Visa Gold Card). |
| Q: |
Can I register more than one Hang Seng Visa Card? |
| A: |
Yes, you can register all your Hang Seng Personal Visa Cards one by one. |
| Q: |
Can I register my Hang Seng MasterCard? |
| A: |
Hang Seng Verified by Visa Service is designed to support Hang Seng Visa Cards only. For Hang Seng MasterCard customers, please register for Hang Seng MasterCard® SecureCodeTM Service for safer online purchases. |
| Q: |
I have given a supplementary card to my spouse. How does Hang Seng Verified by Visa Service work for the two of us? |
| A: |
Hang Seng Verified by Visa Service works for both of you. Each of you needs to register and create your own password independently. Please note that each Hang Seng Visa Card customer will need to register and create his/her own password to shop at participating online stores. |
| Q: |
Is there any charge for registration? |
| A: |
No, registration is FREE of charge. |
| Q: |
How do I register my Hang Seng Visa Card? |
| A: |
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You need to register for Verified by Visa Service via Personal e-Banking. |
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During the registration, you will be asked to create your own password for payment authentication and your Personal Assurance Message for authentication of the card issuing Bank. |
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Upon confirmation of registration information, please read and accept Hang Seng Verified by Visa Service Terms & Conditions. |
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| Q: |
Are there any special requirements when setting the Verified by Visa Service password? |
| A: |
The password should contain eight letters and/or numbers (with no spaces or symbols). The password should not be associated with your name, birthday, ATM / Phone Banking / Personal e-Banking PIN and/or User Name. |
| Q: |
When I renew my Hang Seng Visa Card, do I need to register for the service again? |
| A: |
You'll receive a new card under the same card number upon renewal. Therefore, you do not need to re-register for this service. |
| Q: |
After registration, how long does it take for Hang Seng Verified by Visa Service to be activated? |
| A: |
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For security reasons, our staff will contact you within three working days after registration for confirmation before you can start using the service. |
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A confirmation letter will also be sent to you by mail. |
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| Q: |
If I lose / transfer / upgrade my Hang Seng Visa Card, do I need to re-register for the Hang Seng Verified by Visa Service when I receive a new card? |
| A: |
Yes, you will need to add
the new card account number in your Personal e-Banking account
list by selecting "Customer Services" > "Account
Maintenance" > "Account List" after logon
Personal e-Banking. Once the addition is completed, please access
the "Verified by Visa Service" via Personal e-Banking
to register again. |
| Q: |
Why can't I find my Visa Card number in the account list for registration? |
| A: |
If your credit card is newly
issued, you need to add the card account into your Personal
e-Banking account list by selecting "Customer Service"
> "Account Maintenance" > "Account List"
after logon Personal e-Banking. Once the addition is completed,
please access "Verified by Visa Service" via Personal
e-Banking for registration. |
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| 3. |
How to use Hang Seng Verified by Visa Service? |
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| Q: |
Do I need any special hardware or software on my computer for using Hang Seng Verified by Visa Service? |
| A: |
Your computer simply needs an Internet browser, such as Microsoft Internet Explorer version 5.01 or above, or Netscape Navigator 4.5 or above. |
| Q: |
What is a Personal Assurance Message? |
| A: |
When you register for Hang Seng Verified by Visa Service, you will be asked to create a Personal Assurance Message ("PAM"). When you pay online, always look for this PAM to ensure that Hang Seng is authenticating your identity. |
| Q: |
Once registered, how can I use Hang Seng Verified by Visa Service when I shop online? |
| A: |
Customers create their own Personal Assurance Message ("PAM") which will appear in the Hang Seng Verified by Visa Service window whenever they make online purchases. Check the PAM before entering your Verified by Visa password to ensure the transaction is being authenticated by Hang Seng. |
| Q: |
Where can I shop with the Hang Seng Verified by Visa Service? |
| A: |
You can shop at any online store that has the Verified by Visa symbol. You can also check the list of Verified by Visa participating online stores on Visa's website. |
| Q: |
How will the online stores know that I have registered for Hang Seng Verified by Visa Service? |
| A: |
If you have already registered for Hang Seng Verified by Visa Service, participating online stores will be able to identify your Visa Card number. |
| Q: |
If I have not registered, can I use Hang Seng Verified by Visa Service when I shop online? |
| A: |
If you have not registered for Hang Seng Verified by Visa Service, any online purchases from Verified by Visa merchants with your personal Hang Seng Visa Card will be declined because we cannot authenticate your identity. |
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| 4. |
Customer Service |
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| Q: |
What if I forget my password? |
| A: |
You may access Personal e-Banking and click "Verified by Visa Service" > "Update Customer Record" section to reset the password. |
| Q: |
Can I change my password? |
| A: |
| - |
You can change your password at any time in "Verified by Visa Service" > "Update Customer Record" section of Personal e-Banking. |
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Your new password should contain eight letters and/or numbers (with no spaces or symbols), and must be different from your User Name and your old password. Please note that the password is upper and lower case sensitive. Your three most recent previous passwords cannot not be re-used. |
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| Q: |
I have consecutively entered the wrong password for 3 times while making online purchase. Now I cannot use Hang Seng Verified by Visa Service, what should I do? |
| A: |
You can unlock your selected profile at any time in the "Verified by Visa Service" > "Update Customer Record" section via Personal e-Banking. Your old password will be retained after the profile is unlocked. If you have already forgotten your old password, please change it after you have unlocked your profile. |
| Q: |
If I suspect my password has been stolen or is being used to make fraudulent purchases, what should I do? |
| A: |
You should report this to
Hang Seng Card Centre 24-Hour Customer Service Hotline on 2398
0000 as soon as reasonably practicable. |
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| The above information is for reference only. Please contact our staff for full details and terms and conditions. |
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Cards
