Account (Hong Kong residents)

• How can I open a savings account?

• How can I open an investment account?

• Proof of address

• Employer's Letter of Consent

Account & Security

• Account Introduction

  • Dormant account

  • Restricted Account

  • Update Personal Information

• Elderly/Cognitively Impaired Person Authorisation Guide

  • Definition of Elderly/Cognitively Impaired Person

  • Can Elderly/Cognitively Impaired Persons Open Basic Bank Accounts?

  • What Are the Special Requirements for Account Holders to Open Basic Bank Accounts?

  • Is There a Minimum Deposit Requirement for Basic Bank Accounts?

  • Who Are the Acceptable Authorised Persons to Assist Account Holders with Account Opening and Banking Services?

  • What Documents Are Required for Elderly/Persons with Dementia to Handle Banking Services?

  • What Account Operations Can the Authorised Person Perform?

  • Can I Use the Bank's Mobile App?

  • How Can Elderly/Persons with Dementia Close Their Bank Accounts?

  • How Will the Funds Be Handled After Closing an Account for Elderly/Persons with Dementia?

  • Security Tips

  • Liability of Account Holder and Authorised Person

  • Risk Warning

• Account Security

  • How can I protect my personal information?

  • Why should I update my device operating systems (OS) and apps regularly?

  • What precautionary measures should I take when using the Internet?

  • If I lost my device, or suspect that my account may have been accessed by an unauthorised third party, what should I do?

  • Can I log in to my bank account on a different device?

  • Why am I not receiving the SMS OTP code?

  • Why do you see the security warning of other application(s) with excessive privilege?

  • What should I do when I see the warning message of other application(s) with excessive privilege?

  • How secure is the communication with the authentication factor?

  • Account password

  • Biometric authentication function

  • How to activate biometric authentication?

  • How to change account password?

• Malware Security Warning

  • Why do you see the security warning of other application(s) with excessive privilege?

  • What should I do when I see the warning message of other application(s) with excessive privilege?

• Online and Banking Security

  • General Security Questions

  • Mobile Device Security

  • Information about Anti-Deception

  • Your Responsibility

  • Understanding fraudulent calls, SMS, emails and fake promotional materials

  • Desktop Application Security Guide

• Common Reporting Standard (CRS)

  • What is the Common Reporting Standard (CRS)?

  • Are all financial institutions required to participate in CRS?

  • How does the CRS relate to me?

  • Why does EleBank need to report my tax information to the Inland Revenue Department?

  • What information is reported under CRS?

  • How can I determine my tax residency?

  • How often is my tax information reported?

  • Is my information safe?

  • Where can I find more information about the CRS?

Deposit

• Savings Deposit/ Time Deposit

  • What is the difference between a Savings Account and a Time Deposit?

  • How can I check the time deposit rates of different currencies?

  • When will I get my principal and interest balance back after I place my Time Deposit?

  • When will I receive my Savings Deposit interest?

  • What currency is available for a Time Deposit, and what is the minimum deposit requirement?

  • What tenor options of a Time Deposit are available?

  • Can I early uplift my Time Deposit before maturity date?

  • When can I request to early uplift my Time Deposit?

  • Can I make a Time Deposit on a public holiday? What happens if my Time Deposit matures on a public holiday?

  • What is the minimum balance requirement for EleBank Savings Account?

• Money Safe

  • What is Money Safe?

  • How to activate Money Safe?

  • What is the minimum balance requirement for Money Safe?

  • How to deactivate Money Safe/adjust down the amount locked by Money Safe?

  • What accounts are eligible for Money Safe?

  • Can i still receive interest from the funds protected by Money Safe?

  • How to check the amount protected by Money Safe?

  • Any banking service can i still use with funds locked by Money Safe?

  • What will happen if i did not deactivate the Money Safe for time deposit before its maturity date?

  • Can i early uplift Time Deposit protected by Money Safe?

  • Can i change the maturity instruction for Time Deposit protected by Money Safe?

Foreign Exchange

• Can I exchange currency at any time?

• What currency can I exchange?

• Are the exchange rates up-to-date?

• Are there any fee to charge for currency exchange?

• What is the transaction limit on currency exchange?

• What can I use the foreign currency exchanged for?

• Can I set forward date exchange instruction?

• How can I transfer fund out after exchange?

• Can I exchange from CNY (USD) to USD (CNY) directly?

• How long is the exchange rate valid for?

• I mistakenly swapped the buy/sell direction. Can you cancel the transaction for me?

• Any daily limit for currency exchange?

• How can I review my currency exchange transactions?

• How can I ensure the currency exchange instruction has been submitted?

• Why can't the funds deposited through currency exchange be withdrawn?

Fund Transfer

• Fund Transfer

  • How can I transfer money to other local banks?

  • How can I transfer money from other local banks?

  • What is Faster Payment System ("FPS")?

  • How do I activate FPS?

  • How do I set the transfer limit?

  • What should I do if I accidentally made a payment to a wrong party?

  • Can I cancel a fund transfer instruction?

  • What should I do if I have received funds which a transferor sent by mistake?

  • Will the payee banks perform name checking for the fund transfer initiated by me/us?

  • How many accounts I can bind for e-Deposit?

  • Is there any charge for using e-Deposit?

  • What should I do if I hold an integrated account in another bank while I want to use e-Deposit to top-up HKD & CNY account in EleBank?

  • If I hold an integrated account and set up in HKD & CNY with the same account number, will you count as 1 account or 2 accounts?

  • Will you debit my designated account periodically?

  • Can I change the limit after binding the account?

  • What service does electronic direct debit authorization offer?

  • Which banks / e-wallets are supported for electronic direct debit authorization?

  • Why can't I find the relevant electronic direct debit authorization bound with my EleBank account in the mobile app?

  • How can I cancel a direct debit authorization?

  • Can I pay to merchants by electronic direct debit authorization?

  • Are there any fees for local USD transfers?

  • How long does it take for local USD transfers to arrive?

• Remittance to EleBank

  • How to send money to EleBank

  • EleBank Key Settlement Arrangements and Correspondent Bank Information (if needed)

  • Inward remittance limit

  • Currency of remittance

  • Remittance fees

  • Time for remittance processing

• Bank Securities Transfer

  • What is Bank Securities Transfer?

  • How to link bank-securities accounts?

  • Are there any handing fees for bank securities transfers?

  • How long does it take to withdraw funds from securities account to bank account?

  • What currencies are supported by bank securities transfer?

  • What is the daily limit for bank securities transfers?

  • Does bank securities transfer have to be between accounts with the same name?

  • Which securities companies are supported?

  • I have multiple accounts at my Futu securities company. How do I bind and authorize them?

  • Why is it necessary to complete the "transfer to securities" before conducting the "transfer to bank" ?

  • Why is it necessary to deposit 10,000 HKD/10,000 CNY/1,500 USD when adding a new bank card?

  • What should I do if I receive the prompt "Your ID document has not been linked to any Futu Securities account" during the bank-securities authorization process?

• FPS QR Pay

  • What can I do with the new "FPS QR Pay" function?

  • Does the QR code scanner work with non-FPS QR codes?

  • Do I have to log on to use "FPS QR Pay"function?

  • Why I cannot scan a QR code to send money?

  • Will there be any charges if I send money to another bank account via "FPS QR Pay"?

  • Why sometimes I cannot alter the payment amount?

  • Is it safe to pay via "FPS QR Pay"?

  • How can I know if the payment is completed successfully?

  • My payee cannot receive the funds, but payment had been debited from my bank account. What should I do?

• FPS App to App

  • How can I trigger the payment by using "FPS App to App"?

  • Do I have to complete the entire "FPS App to App" payment journey on the same mobile device?

  • Do I have to log on to use "FPS App to App"?

  • Will there be any charges if I settle the payment through "FPS App to App"?

  • Is it safe to pay via "FPS App to App"?

  • How can I know if the payment is completed successfully?

• Payment Connect

  • Which currencies can EleBank support for cross-border inward remittance?

  • What fees do I need to pay for inward cross-border remittance?

  • What is Payment Connect?

  • What services does EleBank Payment Connect provide?

  • Who can use Payment Connect to transfer money to Mainland?

  • Which Mainland banks can be remitted to by Payment Connect?

  • What is the limit of Payment Connect?

  • Can it only be transferred to same name accounts?

  • What currencies does Payment Connect support?

  • What can I do if I don’t have CNY at EleBank?

  • How long does it take for Payment Connect transactions?

  • Does Payment Connect have handling fees?

  • How to cancel the wrong Payment Connect transfer instruction submitted?

• Remittance to Chinese Mainland - Remitter

  • Which countries are supported for remittance?

  • What is WeRemit (跨境汇款·微汇款)?

  • Who can I remit money to?

  • How much money can I remit?

  • Is there an age restriction?

  • Can I cancel/ modify the instruction after filling out the incorrect recipient name or recipient phone number?

  • What should I choose as the purpose of remittance?

  • Can I cancel a remittance instruction that I've already submitted?

  • How does a customer remit funds on the EleBank app?

  • Will the remitted funds be refunded to the remitter if the collection of remitted funds by the recipient fails after 48 hours ?

  • How are remittance handling fees charged?

• Remittance to Chinese Mainland - Recipient

  • What do I need to receive remittance funds through Weixin?

  • How long will it take for the recipient to collect the remittance funds?

  • Why do I need to sign the Kinship Commitment Letter (亲属关系承诺书) before I can collect the remittance funds?

  • Why do I need to sign the Kinship Commitment Letter (亲属关系承诺书) before I can collect the remittance funds?

  • I did not receive the notification /SMS link

  • I did not receive the remittance funds

  • What are the common reasons for failure of remittance?

  • Why can I only receive 15 remittances per month?

  • Do I need to pay remittance handling fees when receiving remittance funds via Weixin Balance (微信余额) or a linked bank account?

  • Are there any fees for receiving payment?

  • Why do I need to submit supporting documents to receive remittance funds?

• Wire transfer

  • What currencies are supported for wire transfer?

  • Are there any restrictions on RMB remittances?

  • Is there a time limit for remittance?

  • What is an IBAN Number?

  • What is the maximum daily transfer limit for wire transfer?

  • How many wire transfers can be made every day?

  • What is GPI remittance tracking?

  • Why does the GPI remittance tracking always show "processing"?

  • Can GPI remittance tracking show the processing time and status of all banks (such as intermediary banks and beneficiary banks)?

  • GPI transfer tracking shows that the transaction is rejected. Why are the funds not returned to my account?

  • Can I schedule a wire transfer in advance?

  • Can I cancel a submitted wire transfer?

  • What fees will be charged for wire transfer?

  • Will the wire transfer amount be deducted from my savings account immediately?

  • Can wire transfers be automatically converted before being remitted?

  • Is there a minimum amount for wire transfer?

  • Do you accept company accounts as payees?

  • What are the current charging methods for EleBank's wire transfer?

  • How long does it take for remittance to be credited after I have remitted them?

• Scheduled Transfer

  • How can I set up or manage Scheduled Transfer Instruction?

  • How can I set up the one-time Scheduled Transfer Instruction?

  • How can I set up the Multiple times Scheduled Transfer Instruction?

  • How can I modify the Scheduled Transfer Instruction?

  • Which parts can I modify in the Scheduled Transfer Instruction?

  • Can I terminate the Scheduled Transfer Instruction?

  • Is there a fee for setting up a Scheduled Transfer Instruction?

  • Why can't my Scheduled Transfer Instruction be executed?

  • What is the time range for setting up scheduled transfer instructions?

  • Transfer limit for Scheduled Transfer Instructions service?

  • Currencies supported by Scheduled Transfer Instruction?

  • What transfer system are supported by Scheduled Transfer Instruction?

• Questions related to high risk alert

  • If I find my recipient's FPS proxy ID / bank account number / SVF account number is being flagged by the high risk alert, how can I remove it?

  • Will Bank / SVF operator be able to help to remove my FPS proxy IDs / bank account numbers / SVF account numbers from the high risk alert?

  • If I want to report a suspicious FPS proxy ID / bank account number / SVF account number, what should I do?

  • If there is no high risk alert message relating to my recipient, does it guarantee it is safe to transfer to him/her?

  • Why is my recipient's FPS proxy ID / bank account number / SVF account number previously not tagged in the high risk alert but now being tagged?

  • What is the source of the high risk alert and how is my private information being protected?

  • Why I found my FPS proxy ID / bank account number / SVF account number on the high risk alert when doing transfer? I did not commit any crime!

  • I discovered my recipient's mobile number / account number has been flagged in Scameter. How come the bank / SVF operator did not alert me when I now try to make payment to this FPS proxy ID / bank account number / SVF account number?

  • I discovered my recipient's mobile number / account number has been flagged in Scameter. How come the bank / SVF operator did not alert me when I previously made payment to this FPS proxy ID / bank account number / SVF account number?

• Questions on operation

  • How would I know if my recipient's mobile number / email address / FPS Identifier / bank account / SVF account is flagged for high risk alert?

  • If I confirm to the bank to proceed with a transfer with FPS proxy ID (i.e. mobile number/email address/FPS Identifier) / bank account / SVF account flagged as "High Risk" and subsequently realize being scammed, what should I do?

  • If a recipient's mobile number is flagged as "High Risk", will his/her email address / FPS Identifier / bank account number / SVF account number also be flagged by the high risk alert?

  • Can I confirm and accept the high risk alert message and make transfer to the FPS proxy ID / bank account number / SVF account number on the high risk alert?

Loan

• EasyPF

  • What is Premium Financing?

  • What is Policy Financing?

  • Restriction of rights under the Policy?

  • Consequence of late repayment and default of loan facility?

  • Impact of early termination / surrender / withdrawal?

  • Impact of death of insured?

  • Exposure to exchange rate fluctuation?

  • Impacts on cooling-off right?

  • Where can I get the values of H and P?

  • What should I do if I have any difficulty in repaying or servicing the Loan over the period of repayment?

  • Can I request to delete the loan information from my credit report?

  • For Premium Financing, will you debit my designated account even there is insufficient fund in my EleBank savings account?

  • Does Premium Financing require annual review?

  • What procedures need to be completed after the premium financing is fully repaid?

  • What is "Interbank Debt Relief Plan" (“IDRP”)?

• Personal Loan/Debt Consolidation Loan

  • How much should I borrow?

  • Over what period should I choose to repay the loan?

  • What is an annualized percentage rate (APR)?

  • Would the loan information under the Loan be shown on my credit report?

  • How do I repay the Loan?

  • Can I repay more than the monthly instalment amount?

  • Do I save interest expenses by making early repayment of the Loan?

  • Can I change the loan repayment term after the drawdown?

  • What documents are required for a loan application?

  • What should I do if I have any difficulty in repaying or servicing the Loan over the period of repayment?

  • Can I request to delete the loan information from my credit report?

  • What is "big data analysis in the application process"?

  • What is “7-Day Cooling-off Period”?

  • What do I have to do for my Autopay if I early settle the loan?

  • Will you debit my designated account even there is insufficient fund in my EleBank savings account?

  • Is there any charge for using Autopay?

  • Can I change the designated account once set up?

  • What is Debt Consolidation Loan?

  • When should I apply for a Debt Consolidation Loan?

  • What is "Interbank Debt Relief Plan" (“IDRP”)?

Stock

• Trading Rules of HK Stock

  • Introduction to the Hong Kong stock market

  • Hong Kong stock market trading sessions

  • Hong Kong stock trading and settlement rules

  • Is there a limit on HK stock price volatility

  • What is off market order (place orders during non-trading hours)

  • The difference between order cancellation and invalidation

  • Is the minimum price change of all Hong Kong stocks HK$0.01

  • Why is the order in the "submitting" status

  • How to trade odd lot

  • FAQs about odd lots

  • What is penny stock trading

  • FAQs on Trading Arrangements During Severe Weather Trading

  • What is the Closing Auction Session (CAS)

• Order Type of HK Stock

  • What is the time-in-force

  • Limit order

  • Market order

  • At-auction limit order

  • At-auction market order

  • Advanced orders

  • Stop limit order

  • Stop order

  • Limit if touched order

  • Market if touched order

  • Trailing stop limit order

  • Trailing stop order

  • What is an attached order

  • What is a conditional order

  • What are order trigger times

  • OCO order

• ETF

  • What are the ETFs and why invest in them

  • What are the advantages of ETF

  • How does the ETF track the performance of the underlying index

  • Is there a risk of tracking error in ETFs, and how is it generated

  • How is the bid/ask price of an ETF determined

  • Will I receive the dividends if I hold the ETF

  • Do I need to pay management fees for investing in ETFs

• Trading Rules of US Stock

  • Introduction to the US stock market

  • U.S. stock market trading sessions

  • Pre-market and after-hours trading quote update period

  • Do U.S. stocks support day trade

  • Is there a limit on price fluctuations for US stocks

  • Minimum trading unit for U.S. stocks

  • What is off market orders

  • Why the sell order price of U.S. stocks is lower than the best ask price, but can not be traded

  • What is the settlement rule for U.S. stocks

  • Extended trading risks

  • Other Notes on Placing US Stock Orders

  • Why use pre and post-market prices to calculate the market capitalization and profits and losses of stocks during respective period

  • Why my stock is banned from trading during pre-market trading session

  • Arrangement for delay or failure of trading system

  • Why should the placement of market orders be restricted

  • Fractional shares trading in the US stock market

  • Orders for suspended or unlisted US stocks

  • What is penny stock and microcap?

  • Firm Risk Controls - FAQ

  • Firm Risk Controls Disclosure

• Order Type of US Stock

  • What is the time-in-force and trading sessions

  • What is limit order

  • What is market order

  • Market-on-Close order

  • Stop limit order

  • Stop order

  • Limit if touched order

  • Market if touched order

  • Trailing stop limit order

  • Trailing stop order

  • What is an attached order

  • What is a conditional order

  • What are order trigger times

  • OCO order

  • Advanced orders

• Corporate Action

  • What are corporate actions?

  • What are stock splits and consolidations?

  • What is a bonus share?

  • What is a dividend/special dividend?

  • What is a preemptive right?

  • What is a cash offer?

  • What is a Rights Issue?

• Fee Schedule&Statement

  • HK stock fees (stocks, ETFs, warrants,options)

  • US stock fees (stocks, ETFs, options)

  • ADR Fees

  • IPO subscription (HK Stock)

  • Margin

  • How to view the statement

• Other

  • What’s the Severe Weather Trading Arrangements of EleBank in Hong Kong Securities and Derivatives Markets?

  • Watchlists

  • Add and delete watchlist

  • Why are bid & ask data of HK stocks updated during noon recess

  • Stock quotation

  • Quotation of pre/post market

  • Is the current price equal to the closing price of the latest K-line

  • Charts

  • How to set green up and red down

  • Financial reports

  • Fiscal year

  • Explanation of Insufficient Buying Power

  • Withholding Tax on Publicly Traded Partnerships (PTP) Securities and Trading Arrangements

• Margin Trading

  • Does forced liquidation affect only some of my positions

  • What is margin trading or short selling for

  • What's trade preview (Estimated)

  • What are securities borrowing collateral rules?

  • How will corporate actions impact

  • Stamp Duty Supplemental Terms for global master securities lending agreement

  • How do I know whether a stock supports margin trading or short selling

  • Is there any fee for margin trading and short selling

  • Where can I find the margins for margin trading and short selling

  • How many funds or shares can I borrow at most for margin trading or short selling

  • What is unified buying power

  • Apply for Hong Kong stock short-selling permission

  • What is short position declaration for HK stock

  • Short-selling collateral

• Warrants/CBBC

  • What is a CBBC

  • What is a warrant

  • What is an inside certificate

  • How to trade warrants/CBBCs/in-line certificates

  • How to calculate the residual value of the CBBC after mandatory recall

  • How to settle the remaining value of the CBBC after expiration or recovery to the customer

  • What is the warrant score

  • What happens to my CBBC if its underlying asset is suspended from trading

• Introduction to Initial Public Offerings (IPO)

  • Frequently Asked Questions

Fund

• How do I buy Cash Plus(Money Market Funds) ?

• When will I receive my income?

• How to sell Cash Plus(Money Market Funds) ?

• Are there any restrictions on purchase and redemption?

• Is there any information on the corresponding fund?

• Are there any fees for the Cash Plus(Money Market Funds)?

• Is it safe to invest in Cash Plus(Money Market Funds)?

• How will fund trading be arranged in severe weather?

Open Banking

• What is Open Banking?

• What is Interbank Account Data Sharing (IADS)?

• How do I know which banks are IADS participating banks?

• Which users can use the "IADS" service and what account types that support data sharing?

• What information will our bank share with other banks?

• How long is the consent period for data sharing?

• Do I need to pay for the use of this data sharing service?

• Is the data sharing process safe and secure?

• Under what circumstances can other banks view my bank account information?

• How can I know if I have successfully granted/revoked a data sharing consent to other banks?

• How can I provide consent to other banks for account data sharing?

• How can I revoke my consent for account data sharing to other banks?

• If you have any questions about the Interbank Account Data Sharing (IADS) program, what should I do?

Insurance

• Insurance basics

  • What are the main types of insurance?

  • What is savings insurance?

  • What is the Proposer?

  • What is the beneficiary?

  • Is a physical examination required before purchasing insurance?

  • Will I receive a physical policy?

  • What is life insurance?

  • Is it protected if I purchase insurance through EleBank?

  • How to choose an insurance product that suits you?

• Insurance process

  • What qualifications do I need to purchase insurance through EleBank?

  • What information do I need to prepare for purchasing insurance?

  • How to make an insurance appointment?

  • Do I need to be in Hong Kong when attending the appointment with an EleBank insurane consultant and submitting the insurance application?

  • How to confirm that the policy is effective after purchasing insurance?

  • What should I pay attention to during the insurance application process?

  • How long does it take to receive the policy after applying for insurance?

• Premium Payment

  • How to pay the premium? Can I only pay with an EleBank account?

  • How often can I choose to pay premiums?

  • Who should I contact if I fail to pay my premium on time?

• Policy Management

  • Who should I contact for after-sales issues regarding my policy?

  • How to check the policy details?

  • How do I update my policy details?

  • Can the beneficiary be changed?

  • How do I cancel my policy?

  • Will I receive any notification when my policy is going to be renewal?

Important notice

• Notice to customers regarding updated "Terms and Conditions of Use of Digital Banking Services"

• Customer Notification of new "Terms and Conditions of EleBank Visa Platinum Card (Applicable to customers who have activated the multi-currency transaction functionality)" and update on "Card Service Fees"

• 【EleBank Launches 3 Emergency Support Measures to Assist Affected Customers of Tai Po Fire Through Difficult Times】

• 【Tai Po Fire Emergency Appeal】

• Adjustment to the HKD Prime Rate

• Notice on the Update of HKD Savings Deposit Rate

• System Maintenance Schedule Update

• Notice on Revisions of Card Service Fees

• Alert on Fraudulent Website or Unauthorized Mobile App Download Website

• Notice to customers regarding updated EleBank "General Terms and Conditions of Facilities" and "Personal Banking Service Fees"

• Notice to customers regarding updated "Terms and Conditions of Use of Digital Banking Services"