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?

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?

  • How do I renew the annual review for my premium financing product via the mobile app?

  • 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

• 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

  • What is Liquidate Last, and how does it affect forced liquidation?

• 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

• Grey Market

  • Trading and settlement mechanism

  • Why is there a change in the profit and loss of a position on the pre-IPO market day

  • Can Grey Market Stocks Be Traded on Margin?

  • Why Is a Frozen Amount Generated in Grey Market Trading and How Is It Calculated?

  • What Are the Buying Power Restrictions for Grey Market Trading?

  • What happens to the orders if the IPO is delayed or cancelled

  • Is the price/quote of the pre-IPO market different from what you see at other brokerages

  • How to trade pre-IPO trading

  • What is grey market trading

Stock Transfer

• EleBank information (CCASS No. etc.) - Transfer HK stocks

• Ele Bank information (DTC etc.) - Transfer US stocks

• How to transfer stocks to EleBank

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?

• Cash Plus (Money Market Fund) SmartSave-Redeem Introduction

• Fund Holdings, Returns, and Cost Price Explained

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"