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
- 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
- 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
- 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”)?

Spend
- Application
  - What is EleBank Visa Platinum Card?
  - Getting your EleBank Visa Platinum Card?
  - How do I apply for EleBank Visa Platinum Card?
  - How do I apply for a physical card?
  - Physical card delivery method
  - How can I activate my physical EleBank Visa Platinum Card?
- Usage & Spend
  - EleBank Visa Platinum Card Usage Guide
  - Pre-authorization of EleBank Visa Platinum Card
  - Where can I find ATMs to withdraw cash using my EleBank Visa Platinum Card?
  - Are there any fees for using ATMs with my EleBank Visa Platinum Card?
  - Refund of EleBank Visa Platinum Card
  - Time required for refund of EleBank Visa Platinum Card
  - Checking the spending history of EleBank Visa Platinum Card
  - Overseas Spending Exchange Rate of EleBank Visa Platinum Card
  - How can I adjust the transaction limit?
  - Can I use the EleBank Visa Platinum Card overseas?
  - Can I add my EleBank Visa Platinum Card to a digital wallet?
  - Is it safe to use my EleBank Visa Platinum Card with a digital wallet?
  - Are there any fees associated with using an EleBank Visa Platinum Card?
  - How can I keep track of my EleBank Visa Platinum Card transactions?
  - Under what circumstances can I change my card design?
  - Will changing the card design affect my bank card or account?
  - Will the card design in Apple/Google Wallet update automatically after I change it in the mobile banking app?
  - If my physical EleBank Visa Platinum Card is lost or stolen, where can I report the loss?
  - How to renew a physical EleBank Visa Platinum Card
  - How do I check my card number, expiry date, and CVV?
  - Why is there a 1.95% handling fee with my HKD transaction?
  - Transaction being rejected
  - How do I cancel an autopay authorisation transaction?
  - Why is my transaction showing as “Processing”?
- Transaction Disputes
  - How do I raise a dispute for a transaction?
  - How do I raise a dispute for a transaction?
  - How to submit supplementary information？
  - Why do I need to submit supplementary information in just a 7 calendar days? or Why do I need to submit all your requested information for the dispute claim?
  - Channels for applying for transaction disputes
  - Handling fee for applying transaction disputes
- Card Safety
  - How to report suspicious or fraudulent activities / transactions?
  - How can I lock my virtual EleBank Visa Platinum Card?
  - How can I secure my EleBank Visa Platinum Card?
  - What is Payment Protection(Pay Shield)?
  - What types of transactions may trigger a high-risk transaction alert?
  - What should I do if I get a high-risk transaction alert?
  - When should I click "Non-authorized transaction"?
  - When should I click "Authorized transaction"?
- Apple Pay
  - Is my device ready for Apple Pay?
  - Where can I use Apple Pay?
  - Are the transactions secure by using Apple Pay?
  - Are there any additional costs associated with using Apple Pay?
  - How to add EleBank Visa Platinum Card to Apple Pay?
  - How do I set my EleBank Visa Platinum Card as my default card for Apple Pay?
  - What is the influence on Apple Pay if I change my device?
  - If I replace my bank card with a new one, do I need to rebind it to Apple Pay?
  - 由于 Apple Pay 暂未支援对银行标志的更新进行自动替换。若你希望更新 Apple Pay 界面中显示的银行标志，需通过手动解绑并重新绑定银行卡的方式完成更新。如你未更新银行标志对你的交易不会造成任何影响。
  - After canceling the card, can I still use Apple Pay with the EleBank Visa Platinum Card?
- Google Pay
  - Is my device ready for Google Pay?
  - Are there any additional costs associated with using Google Pay?
  - Are transactions via Google Pay secure?
  - How to add EleBank Visa Platinum Card to Google Pay?
  - If I replace my bank card with a new one, do I need to rebind it to Google Pay?
  - After canceling the card, can I still use Google Pay with the EleBank Visa Platinum Card?
- Multi-currency Transaction
  - Why is my transaction being automatically converted to the default currency (HKD) for deduction even though I have activated the multi-currency transaction functionality?
  - How to enable or disable the currency switch supported by the multi-currency transaction functionality?
  - How will foreign currency transactions be processed if the foreign currency current account balance is insufficient?
  - If you have activated the multi-currency transaction functionality, will handling fee be charged when using the bank card for foreign currency transactions?
  - Will fees be charged for ATM withdrawals using card?
  - Which currencies are currently supported for the multi-currency transaction functionality?
  - Why is there a 1.95% handling fee with my HKD transaction?
- Cash Plus Redemption (Money Market Funds) for Payment
  - What is Cash Plus Redemption for Payment?
  - How do I enable Cash Plus Redemption for Payment?
  - How do I set the payment priority?
  - Can I use Savings Account Balance and Cash Plus together in one transaction?
  - What are the benefits of Cash Plus Redemption?
  - Can Cash Plus be used for ATM withdrawals?
  - Can I disable Cash Plus Redemption for Payment anytime?
  - Where will cancelled transactions or refunds be credited?
  - Why might a single transaction redeem multiple money market funds?
  - If you hold multiple money market funds, what is the redemption order?
  - How will the spending limit for Cash Plus Redemption for Payment be managed?
  - If I hold money market funds in multiple currencies, which currencies can I use for payments or purchases?
- Snap Card
  - What is Snap Card?
  - What are the benefits of opening a Snap Card?
  - What are the requirements for opening a Snap Card?
  - Where can Snap Card be used?
  - Does the Snap Card support ATM withdrawals?
  - How many Snap Cards can I open?
  - Is there a fee for Snap Card?
  - How long is Snap Card validity period for?
  - How do I close the Snap Card?
  - After the Snap Card is cancelled, how are transaction records and refunds handled?
  - What is the difference between the expiry date and validity period of the Snap Card?

Stock
- 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

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

Is my information safe?

EleBank takes customer privacy and information security very seriously. We strictly comply with the Hong Kong Personal Data (Privacy) Ordinance and the information security requirements of the Hong Kong Monetary Authority (HKMA), and only disclose customer information to the relevant tax authorities as required by law.

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