Voice ID FAQ

Question 1

What's Voice ID and how does it work?

Answer

Voice ID is a voice recognition biometric technology that uses your voice to verify your identity when you call USAA. This new feature makes it fast and secure to access your account, reducing the need to ask additional security information such as passwords or one-time codes.

After you sign up for the service, we capture over 100 different physical and behavioral characteristics of your voice based on your conversation with a USAA representative. The data helps us create your “voiceprint,” which is unique just like your fingerprint. Whenever you call USAA, we use the voiceprint to verify your identity.

Question 2

How do I opt in?

Answer

To opt in, go to the Consent page.

If you’ve set up multifactor authentication, or MFA, you can also opt in online by following these steps:

Log on to usaa.com.
Select your initials or photo.
Select “Logon and Security".
If the Voice ID field is available, select “Edit” and follow the prompts to opt in.

Question 3

Who's eligible to use Voice ID?

Answer

You can opt in to use Voice ID unless:

You're under the age of 18.
Your physical address isn't in the United States.
You use a Post Office Box™ to receive mail.

Question 4

What are the benefits of getting Voice ID?

Answer

Voice ID is a secure and convenient way to access your account when calling USAA. With Voice ID, you can confirm your identity simply by speaking with a representative, so you can get to your business faster.

Question 5

Do I have to use Voice ID?

Answer

No. Signing up for Voice ID is optional. If you decide not to opt in, it won't affect your USAA products or services.

Question 6

Is Voice ID secure?

Answer

Yes. Voice ID creates your voiceprint using characteristics such as pitch, accent and tone. These are unique to you and can't easily be copied. Voice ID can also detect if someone is using a recording of your voice.

Like other biometric identifiers, it's hard to obtain a voiceprint through fraudulent ways, such as social engineering and phishing. Rest easy knowing we take great care in storing an encrypted copy of your voiceprint securely.

Question 7

Can someone break Voice ID security using AI?

Answer

Voice ID has features that defend against artificially generated voices. USAA will continue to monitor this evolving technology.

Question 8

What happens if Voice ID doesn't work?

Answer

Voice prints are reliable and will generally work even if you're ill or have a slight change in your voice. If there's ever a problem authenticating your profile with Voice ID, we'll use existing authentication methods to verify it. We'll also assess whether we need to delete your existing voiceprint and create a new one for your convenience.

Question 9

Why is the option to opt in or out of Voice ID disabled on my profile?

Answer

To opt in or out of Voice ID, you must verify your identity using multifactor authentication, or MFA. We require this to protect your account. To learn more, go to your profile on usaa.com and select the “MFA” link.

Question 10

Why wasn't I able to use Voice ID even though I've opted in?

Answer

Here are potential reasons why this may have occurred:

You were authenticated in a different way. For example, you used a PIN in the voice line system.
Your voiceprint is still being created.
There are issues with call connection or audio quality.
Your Voice ID was disabled because you deactivated MFA on your profile or moved to a place where Voice ID is unavailable.