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?

• Click to Pay

  • Where can I use Visa Click to Pay?

  • How do I update my mobile number/email address?

  • How do I register or deregister my bank card from Visa Click to Pay?

  • I have already registered for Visa Click to Pay in the EleBank App. Why does it show a "Pending" status?

  • How many bank cards can I register for Visa Click to Pay?

  • If I have registered more than one bank card for Visa Click to Pay, how can I choose which card to use for payment?

  • Will my EleBank card be automatically available for Visa Click to Pay?

  • If I replace my bank card with a new one, do I need to re-register for Visa Click to Pay?

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?