FAQ Shopper Category: Account Security


From 1 January 2022 onwards, users who have not yet completed the verification will not be able to perform the functions below by balance：

- Taobao (except for Tmall HK)

- Transfer and sending “lucky money”

- Cross-border payments and remittance

Users may also link up a credit card to make payment.
(The use of consumption voucher will not be affected)
If you are an intermediate / advanced user and do not hold an HKID, you can maintain intermediate level by completing linking a bank account with same name to your AlipayHK account.
From September 2021, for intermediate/advanced verified users who do not complete the required ID scanning and live selfie verification, their accounts will be downgraded to “unverified status” from April 2022 onward.
Yes, you can still enjoy the use of consumption voucher without completing ID scanning and live selfie verification.
From 1 August 2021 onwards, AlipayHK will invite all intermediate and advanced verified users to conduct HKID scanning and live selfie to further protect your account security.
After you complete the above security top up, you will be able to enjoy the maximum transaction limits and all product functions. ID scanning is only applicable for HKIDs, and will not be offered to non-HKID holders.
Click on the top left menu bar – “Identity Verification” – follow the prompts on the page to take a photo of the HKID card and confirm the information - complete the live selfie. Users who complete the ID scanning and live selfie can enjoy the maximum transaction limits and all product functions.
If you cannot use your HKID for verification, you can still use your Mainland Travel Permit for Hong Kong and Macau Residents or Passport for verification until 31 October 2021.
It usually takes 5 working days. If you have any enquiries, please contact customer service hotline at +852 2245 3201 (Mon-Sun: 9:00am - 6:00pm)

This might due to the below reasons:

1. The name you provided does not match your current ID document. Please fill in the name according to your ID document.

2. The submitted ID documents are not the originals. The original documents must be submitted for authentication. Mobile phone's photos, photocopies or scanned documents will not be accepted.

3. The ID document is blurred. Please place your ID document on a flat surface and align in the frame to avoid reflections or shadows.

4. The security features are blurred. Please ensure the clarity of the ID number on the top right corner see-through window of the new Smart HKID (issued after November 2018), similarly, the face image and ID number on the lower left corner of the old HKID.

5. The ID document may be damaged. Please take a complete photo of valid ID document.

6. Nationality information provided does not match your current ID document. Please fill in the nationality according to your ID document.

1. Please provide the original document. Mobile phone's photos, photocopies or scanned ID documents will not be accepted.

2. The documents should have at least six months validity

3. Please make sure the card is complete and undamaged.
Unless users want to increase the limit of various functions, AlipayHK only needs to register with a mobile number to use basic functions and services. A verified account can increase the limit of various functions, and some services are required verification before use, including cross-border payments and remittances.
Normally, users can conduct daily transactions through mobile number registration, and do not need to perform ID Verification. According to regulatory requirements, users need to provide corresponding personal information in order to increase the verification level of the e-wallet and the use of various functions.
Once the verification is approved, it cannot be cancelled temporarily. If you need assistance, please call the customer service hotline: +852-22453201, service hours: Monday to Sunday, 9:00am-6:00pm.
Users can visit the "Account Security" section on the official website to learn more about account security measures. They can also stay informed by regularly checking our official website (https://www.alipayhk.com ), receiving push notifications from the AlipayHK app, following our official Facebook page （www.facebook.com/AlipayHongKong）and Instagram account （www.instagram.com/alipayhk）for latest updates.
Users should be reminded that AlipayHK will never proactively send SMS or emails to the users with embedded hyperlinks requesting users to conduct transactions or provide personal information, login or verification of AlipayHK account, or password reset. Users are advised not to conduct transactions or disclose personal information on any unfamiliar or suspicious websites, SMS or mobile apps.
If you suspect any fraudulent websites or SMS or mobile apps related to AlipayHK, please contact our customer service hotline at (852) 2245 3201 for further assistance. Users who have provided personal information to such websites or SMS, or who suspect their account has been misappropriated, please visit our official website> Support> Self-service Account Freezing to freeze your account immediately and report to the Police for investigation.
To unfreeze your account, please call our service hotline at +852 2245 3201 (Monday to Sunday, 9:00 am-9:00 pm) for further assistance.
To freeze your account, please: 1. Visit AlipayHK official website (https://www.alipayhk.com/en/shoppers/support/freeze-account); 2. Call our customer service hotline during office hours: 852-22453201, service hours: Monday to Sunday, 9:00 am-9:00 pm.
If you lose your phone or suspect your account has been stolen, you can suspend all functions of the account, including payment and transfers, immediately by freezing your account.
Similar to banks and other e-wallets, AlipayHK is scrutinized by the HKMA and Hong Kong Data Privacy Law. All user and merchant data are encrypted to ensure safety, which also prevents private data from being stolen. In addition, AlipayHK has developed additional risk management parameters for various types of account data. Specifically, the security standard for bank cards and credit cards has reached PCI level and obtained PCI DSS certification.
AlipayHK adopts an intelligent ALPHA risk management system, which was developed with patented technology and conforms to international standards. It has: • Intelligent risk identification system driven by big data and AI technology • Periodic self-learning ability to optimize its risk identification capability • 7x24 real-time risk protection • Intelligent risk assessment adjustments for each transaction in real-time and blocks any suspicious transactions • Various authentication methods such as payment password, biometric authentication, one-time password when suspicious transaction is detected

From 1 January 2022 onwards, users who have not yet completed the verification will not be able to perform the functions below by balance：

- Taobao (except for Tmall HK)

- Transfer and sending “lucky money”

- Cross-border payments and remittance

Users may also link up a credit card to make payment.
(The use of consumption voucher will not be affected)
If you are an intermediate / advanced user and do not hold an HKID, you can maintain intermediate level by completing linking a bank account with same name to your AlipayHK account.
From September 2021, for intermediate/advanced verified users who do not complete the required ID scanning and live selfie verification, their accounts will be downgraded to “unverified status” from April 2022 onward.
Yes, you can still enjoy the use of consumption voucher without completing ID scanning and live selfie verification.
From 1 August 2021 onwards, AlipayHK will invite all intermediate and advanced verified users to conduct HKID scanning and live selfie to further protect your account security.
After you complete the above security top up, you will be able to enjoy the maximum transaction limits and all product functions. ID scanning is only applicable for HKIDs, and will not be offered to non-HKID holders.
Click on the top left menu bar – “Identity Verification” – follow the prompts on the page to take a photo of the HKID card and confirm the information - complete the live selfie. Users who complete the ID scanning and live selfie can enjoy the maximum transaction limits and all product functions.
If you cannot use your HKID for verification, you can still use your Mainland Travel Permit for Hong Kong and Macau Residents or Passport for verification until 31 October 2021.
It usually takes 5 working days. If you have any enquiries, please contact customer service hotline at +852 2245 3201 (Mon-Sun: 9:00am - 6:00pm)

This might due to the below reasons:

1. The name you provided does not match your current ID document. Please fill in the name according to your ID document.

2. The submitted ID documents are not the originals. The original documents must be submitted for authentication. Mobile phone's photos, photocopies or scanned documents will not be accepted.

3. The ID document is blurred. Please place your ID document on a flat surface and align in the frame to avoid reflections or shadows.

4. The security features are blurred. Please ensure the clarity of the ID number on the top right corner see-through window of the new Smart HKID (issued after November 2018), similarly, the face image and ID number on the lower left corner of the old HKID.

5. The ID document may be damaged. Please take a complete photo of valid ID document.

6. Nationality information provided does not match your current ID document. Please fill in the nationality according to your ID document.

1. Please provide the original document. Mobile phone's photos, photocopies or scanned ID documents will not be accepted.

2. The documents should have at least six months validity

3. Please make sure the card is complete and undamaged.
Unless users want to increase the limit of various functions, AlipayHK only needs to register with a mobile number to use basic functions and services. A verified account can increase the limit of various functions, and some services are required verification before use, including cross-border payments and remittances.
Normally, users can conduct daily transactions through mobile number registration, and do not need to perform ID Verification. According to regulatory requirements, users need to provide corresponding personal information in order to increase the verification level of the e-wallet and the use of various functions.
Once the verification is approved, it cannot be cancelled temporarily. If you need assistance, please call the customer service hotline: +852-22453201, service hours: Monday to Sunday, 9:00am-6:00pm.
Users can visit the "Account Security" section on the official website to learn more about account security measures. They can also stay informed by regularly checking our official website (https://www.alipayhk.com ), receiving push notifications from the AlipayHK app, following our official Facebook page （www.facebook.com/AlipayHongKong）and Instagram account （www.instagram.com/alipayhk）for latest updates.
Users should be reminded that AlipayHK will never proactively send SMS or emails to the users with embedded hyperlinks requesting users to conduct transactions or provide personal information, login or verification of AlipayHK account, or password reset. Users are advised not to conduct transactions or disclose personal information on any unfamiliar or suspicious websites, SMS or mobile apps.
If you suspect any fraudulent websites or SMS or mobile apps related to AlipayHK, please contact our customer service hotline at (852) 2245 3201 for further assistance. Users who have provided personal information to such websites or SMS, or who suspect their account has been misappropriated, please visit our official website> Support> Self-service Account Freezing to freeze your account immediately and report to the Police for investigation.
To unfreeze your account, please call our service hotline at +852 2245 3201 (Monday to Sunday, 9:00 am-9:00 pm) for further assistance.
To freeze your account, please: 1. Visit AlipayHK official website (https://www.alipayhk.com/en/shoppers/support/freeze-account); 2. Call our customer service hotline during office hours: 852-22453201, service hours: Monday to Sunday, 9:00 am-9:00 pm.
If you lose your phone or suspect your account has been stolen, you can suspend all functions of the account, including payment and transfers, immediately by freezing your account.
Similar to banks and other e-wallets, AlipayHK is scrutinized by the HKMA and Hong Kong Data Privacy Law. All user and merchant data are encrypted to ensure safety, which also prevents private data from being stolen. In addition, AlipayHK has developed additional risk management parameters for various types of account data. Specifically, the security standard for bank cards and credit cards has reached PCI level and obtained PCI DSS certification.
AlipayHK adopts an intelligent ALPHA risk management system, which was developed with patented technology and conforms to international standards. It has: • Intelligent risk identification system driven by big data and AI technology • Periodic self-learning ability to optimize its risk identification capability • 7x24 real-time risk protection • Intelligent risk assessment adjustments for each transaction in real-time and blocks any suspicious transactions • Various authentication methods such as payment password, biometric authentication, one-time password when suspicious transaction is detected