Frequently Asked Questions

You have purchased a product or service from one of the many businesses that use VoicePay for their billing services. Please refer to your order confirmation email and contact the store that you made the purchase from directly if you have any queries about your order status.

If you are in any doubt about the delivery status of your order, please contact the online store you have ordered from directly, with the relevant details, and they will be able to advise you of your order status.

We do not hold any order or delivery details and are unable to process refunds or cancel transactions on behalf of the stores who use our service. Therefore, if you have a query about deliveries, refunds or the return/exchange of any items purchased using your VoicePay account, you should contact the store you have ordered the goods or services from directly.

We process a large number of transactions for numerous businesses; therefore in order to assist you in identifying the store that billed your card, we will require the following information to be sent to consumer@voice-pay.com:

• Date the amount was debited from your account.
• Exact Amount which was debited from your card and the description on your card statement.
• Type of Card and the last 4 digits.
• The cardholder's full name.

The online store is responsible at all times for any queries relating to the payment and fulfilment of your order.

Unfortunately, if you have been unable to contact the online store you have purchased from, we can only recommend that you contact your card issuer to raise a dispute and/or approach the relevant consumer rights organisation for your region for further advice.

You can view your recent transactions made with your VoicePay account by using the 'Your Cards - Recent transactions' section in the VoicePay Account Management System. For more infromation visit: Viewing your statement

To reset your password, select the 'Forgotten your password?' link on the login screen. You will then be prompted to enter your username and email address. VoicePay then sends you an email there you must initiate the reset process by clicking the 'Reset Password' link. The reset password screen then allows you to create a new password and confirm it.

You can change your password at any time by using the 'Change password' section in the VoicePay Account Management System. For more infromation visit: Changing your password

You can change your contact details at any time by using the 'Personal Details' section in the VoicePay Account Management System. For more infromation visit: Changing your details

You are unable to change a card detials once it has been uploaded, we therefore recommend that you add the card details as a new card and remove the card that has expired. For more infromation visit: Adding a new card

You can add an additional card to your account at any time by using the 'Your Cards - Payment management' section in the VoicePay Account Management System. For more infromation visit: Adding a new card

There are multiple benefits to using voice biometrics to either confirm your identity or to authorise a payment. These are just a few:

• Faster transaction speed
• You can have higher confidence that your information is protected and secure
• Easy to remember access requirements
• Removes need to remember passwords, PINs, memorable words etc.
• Speaker convenience
• Works on any mobile phone
• Automatic update of voice signatures - no need to re-register

The accuracy of voice signatures is comparable to that of fingerprints. Practical recognition and accuracy rates are regularly seen in the 95-99% range. Our algorithms use both the physiological and behavioural characteristics of your voice to create a unique voice signature. These characteristics tend to be consistent over time and can be accurately matched even with changes to environmental conditions.

You will be asked to record two phrases, repeating these three times each. Because a person's voice changes each time a particular phrase is spoken, we ask for three samples so as to ensure a 'best fit' when you use your voice signature to confirm your identity or authorise a payment.

Upon successfully registering, you have the option to attach a credit or debit card to their account to enable you to use your VoicePay account to sign for payment transactions

The actual recording of your voice signature measures a range of unique characteristics within your voice, including pitch, tone, harmonics and shape of larynx

Once you have registered and you use your voice signature for authentication, two factors are being measured:

1. Neural network technology: This measures the unique characteristics of your speech to distinguish it from others who have recorded their voice signature
2. Statistical modelling: This measures the similarities between the speech sample you have given at the current time against the sample you gave when you enrol your voice signature

It is a combination of these two factors that causes an approved or declined response.

This is extremely unlikely. A person's voice is unique to them. And while some professionals and comedians might seem to sound like someone else, our service measures and scores against characteristics that a human being cannot hear (or recreate). Further, voice biometric prompting techniques can be designed to use random words, phrases, or numbers - thereby eliminating prior knowledge of what will be requested.

No. The voice signature you create is unique to you. Electronic properties of a recording alter the acoustic properties of the voice to such a degree that the recorded voice sample will not match the stored voice signature and so the transaction will be rejected. As each voice signature sample you give is unique, it is not physically possible to receive the 100% match between samples that would be given through a recording and such a transaction would be declined.

Yes, as our service models many different vocal features. Our scoring system actually models and scores each and every feature individually and adds them up into a composite score. So, if there are small changes to a few features, such as might occur with a cold, the flu or allergies, the overall score can still be accurate and the user verified. It also works with its customers to add additional rules into the voice dialogs. So, if a score is lower than expected, another prompt can be made or a live agent could intervene.

Our active audio analysis tools will help guide you every step of the way. You should be able to use our services from any telephone. However, if we are unable to understand your speech, or if there is too much background noise, our system will prompt you to try again. In extreme examples (i.e. one or no "bars" on a cell phone) we may ask you to wait a moment and then call back.

In most cases, our advanced noise reduction algorithms will remove any unwanted background noise - leaving our voice biometric engine to process only the portions of the conversation that we need. When noise levels are too high however, our service will prompt the user to try again or perhaps even ask them to call back from a quieter location. As a general rule, you should be able to speak comfortably from a location with typical noise. Users should avoid loud and noisy areas that are crowded (sporting events, bars, concerts, etc), as there will be too much audio information for the service to reliably process.