FAQ Shopper Category: Making Payment and Bill Payment
Making payment
Default payment method priority
Payment transaction will be completed according to a user’s customized default payment method. When a payment transaction fails, such transaction will be completed in accordance with the user’s customized payment sequence. If the user has yet to customize any payment sequence, such transaction will be automatically completed by any other available payment method accordingly.
Select a payment method
Tap "Pay" - Tap the payment method below the QR code and select a default payment method.
If select "Balance", when settling payment via balance is failed, the transaction will be paid via credit card automatically;
If select "Credit card", when settling payment via credit card is failed, the transaction will be paid via balance automatically.
How to enable Face ID for payment
Tap menu button on the top left corner, tap "Settings", choose "Account Security", select "Face ID", enable "fingerprint verification for spot payments", the seitting is completed.
Supported models: iOS 9 and above, or Android 5.1 and above phones that support fingerprint authentication. Other models or phones that have been jailbroken are currently not supported.
How to enable fingerprint for payment
Tap menu button on the top left corner, tap "Settings", choose "Account Security", select "Fingerprint", enable "fingerprint verification for spot payments", the seitting is completed.
Supported models: iOS 9 and above, or Android 5.1 and above phones that support fingerprint authentication. Other models or phones that have been jailbroken are currently not supported.
Scan or being scanned to pay?
Most of the key merchants require users to present a payment QR code. If the merchant code is displayed in a merchant's store, you need to scan their displayed code to complete the transaction.
Transaction fee for balance payments
Currently, there is no transaction fee to pay with balance, or to settle bill payment.
Offline payment
Once the payment QR code is generated in a connected network environment, offline payment can be made within a certain period of time. However, it will become invalid afterwards, and you will need to connect to the network again to update the QR code.
Payment limits
- Balance: For unverified accounts, the maximum spending limit by balance is HKD 3,000 per transaction, whilst the limit per annum is HKD 25,000; For intermediate accounts, the maximum spending limit by balance is HKD 5,000 per transaction, whist the limit per annum is HKD 100,000; For verified accounts, there is no spending limit to a single transaction or per annum.
- Bank Accounts: For intermediate accounts, the maximum spending limit by bank account is HKD 10,000 per transaction and is subject to change the limit to HKD 3,000, whist the limit per day is HKD 10,000; For verified accounts, the maximum spending limit by bank account is HKD 20,000 per transaction and is subject to change the limit to HKD 3,000 or HKD 10,000, whist the limit per day is HKD 20,000 and is subject to change the limit to HKD 10,000.
- Credit Cards: The maximum spending limit by credit card is subject to individual credit card’s available limit.
Make a payment
There are two payment methods:
1. Tap "Pay" at the bottom right corner on homepage, enter the payment password (for first time), select the payment method under the payment code, confirm the method and then show it to the merchant to complete the transaction.
2. Tap "Scan" at the bottom left corner on homepage, scan the merchant code displayed by the merchant, select a payment method (such as a credit card), enter the payment password and complete the transaction.
Bill payment
Notes for payment refund
If the user makes a duplicate payment or should any refunds be made, the paid handling fee will be processed as follows:
a) the full payment amount together with the handling fee will be refunded;
b) For a partial refund, the handling fee refunded will be proportional to the partial refund amount requested.
Why is there a delay on updates regarding bill payment reminders, status or information?
The updating of such relevant information is subject to the settings of a merchant or a user's mobile phone. Please reach out to the relevant merchant for specific enquiries and/or to confirm on the most updated bill payment information.
Is HKBN’s bill payment service only available to residential customers?
HKBN's bill payment service is currently only available to residential customers.
How come merchants are unable to receive funds immediately after users making successful bill payment transactions?
Not all merchants support real-time payment. It is recommended to check payment status 15 minutes after paying being made. It should not take longer than 24 hours for payment bank-in under normal circumstances. Please reach out to the relevant merchant for specific enquiries.
Auto debit service arrangement and limits
Auto debit payment will activate according to the pre-set priority payment method. If the priority payment method fails, it will automatically try another applicable payment methods to complete the payment.
If you need to modify the settings, you can click the directory bar in the upper left corner of the homepage-"Authorized Automatic Payment Service"-select the relevant bill and change the settings on the page.
How to unlink bill
You can edit and unlink bills at "My bills". To unlink, go to "My bills", at selected bill, swipe left. Then, tap on "Setting" , at "unlink bill", tap "Unlink", and proceed to unlink bill.
What is link bill
Upon linking bills, in addition to being able to check bill status anytime, you will also receive payment reminders as due date approaches. The payable amount will be shown on bills. To link a bill, go to "My bills", then "Add bill", select merchant and follow instructions as prompted.
How to pay bills
1. Tap "More" on Applicatin Centre, Tap "Bill payment" (Shortcut recommendation: "Homepage Apps", tap "Edit", drag "Bill payment" to the Homepage Application), "Add Bill".
2. Select "Merchant" at the bottom to select the payment service to be paid or enter the merchant name in the search field.
3. After selecting the merchant, enter the payment account information (You can choose to "link bills" and set "automatic payment" at the same time).
4. After following the instructions on the page, select the payment method and enter the payment password to complete the transaction.
What is Auto-debit Service and how to activate
After linking the bill and activating the Auto Debit Service, the bill will be paid automatically and on time from the next bill, and the payment date will be determined by the merchant.
To activate the automatic payment feature, follow these steps:
1. Tap "More", select "Bill Payment" in the application centre in the middle of the homepage (Shortcut recommendation: Tap "Homepage Apps", then tap "Edit", drag "Bill Payment" to the Homepage Application), tap "Add Bill".
2. Tap "Merchants" to select the payment service to be paid or enter the merchant name in the search field.
3. After selecting the merchant, enter the payment account information and select "Activate Auto Debit Service".
4. After following the instructions on the page, select the payment method and enter the payment password to complete the transaction.
* If the bill has been linked, click "My Bill" to find the relevant bill and swipe to the left. Tap "Settings" and activate the Auto Debit Service.
Transaction fee
1. Handling fees are waived for bill payments made with the account balance, bank account, Ant Bank Libra Savings, and Ant Bank PayLater one-off payment.
2. For electricity bills, town gas bills, liquefied petroleum gas bills, property management bills, school fees, and rentals (applicable to rental estates under HKHS), a 2.5% handling fee will be charged for the amount settled using designated Credit Cards (Visa/MasterCard). For payments via Hang Seng Credit Card (Visa/MasterCard), a 1.5% handling fee will be charged.
3. Starting from 20 November 2023, the handling fee will be adjusted to 1.5% of each transaction for government bill payments for a limited time(including tax bills, water charges, rates, and government rent, etc.) via Credit Cards (BOC Credit Card, Hang Seng Credit Card, Standard Chartered, or other Credit Cards Visa/MasterCard). No handling fee will be charged for other bill payments.
4. This charge will not be applied to the autopay service and is only applicable to one-time payments.
* Updated on 20 November 2023
Partner Merchants
Partner merchants include:
Government bills: Water Supplies Department, Inland Revenue Department, Rating and Valuation Department, Working Family and Student Financial Assistance Agency, Lands Department, Food and Environmental Hygiene Department, General Demand Notes issued by the government;
Public Utility: Hongkong Electric, CLP Power, Hong Kong and China Gas (Town Gas), DSG Energy (Shell Gas), and Esso LPG;
Mobile Phone: 1O1O / csl, 3HK, Freebird, China Mobile, China Telecom International, China Unicom HK, Hong Kong Broadband, SmarTone, Telecom Digital, SUN Mobile;
Fixed line telephone: HGC, Hong Kong Broadband, HKT, Cable Broadband;
Pay TV: Hong Kong Broadband, Cable Broadband, Now TV;
Internet Broadband: HGC, Hong Kong Broadband, Cable Broadband, Netvigator.
In addition, you can also pay property management fees, charitable donations, insurance fees, tuition fees and storage fees.
Cross-border Payment
Is identity verification required before using AlipayHK for cross-border payment?
In accordance with regulatory requirements and to ensure the security of your account, ID scanning and live selfie verification is required before using the balance for cross-border payment. You can also make payments using your linked credit card.
Is identity verification required before using AlipayHK’s cross-border transport code?
In accordance with regulatory requirements and to ensure the security of your account, ID scanning and live selfie verification is required before using the cross-border transport code.
Cross-border Payment Limits
It is subject to the payment method and account verification level:
1. Balance:
- For intermediate accounts, the maximum spending limit by balance is HKD 5,000 per transaction, whilst the limit per annum is HKD 100,000;
- For verified accounts, the maximum spending limit by balance is HKD 50,000 per transaction, whilst there is no spending limit per annum.
2. Bank Accounts:
-
For intermediate accounts, the maximum spending limit by bank account is HKD 10,000 per transaction and the user can change the limit to HKD 3,000, whilst the limit per day is HKD 100,000;
-
For verified accounts, the maximum spending limit by bank account is HKD 20,000 per transaction and the user can change the limit to HKD 3,000 or HKD 10,000, whilst the limit per day is HKD 20,000 and the user can change the limit to HKD 10,000.
3. Credit Cards: The maximum spending limit by credit card is subject to individual credit card's available limit.
Will there be any handling fees for cross-border payments?
AlipayHK does not charge any handling fees for cross-border payments.
Is mobile network required for cross-border payments?
You can still make cross-border payments other than for cross-border transportation payments without a mobile network. Please refer to the actual payment situation for specific details.
What physical stores in the Chinese mainland accept payment through AlipayHK?
Most physical stores in the Chinese mainland accept payment through AlipayHK. Generally, if there is a 'Alipay' or 'Alipay+' logo in the store, you can show your payment code to the cashier or scan the merchant's payment code to make a payment. Please refer to the actual payment situation for specific details.
Can I link bank payment cards issued in the Chinese mainland to an AlipayHK account?
Not at the moment, please link to other credit card or bank account.
Taobao
Refunds for products purchased on Taobao via password-free purchase
If you need to return the ordered product, you can refund it according to Taobao's designated terms and conditions or check with the relevant merchants.
Password-free payment function on Taobao and how to restore the setting that requires password input
In response to the increasing demand of users for online consumption, a convenient and fast password-free payment function is provided for low-risk designated Taobao shopping transactions, which aims to provide users with a better quality consumer experience. If the user needs to restore the system settings, they can go to the Taobao app to make the setting changes:
1. Tap on the settings button in the upper right corner of "我的淘寶";
2. Tap "賬戶與安全";
3. Select "國際支付管理";
4. As you need to enter the payment process via Alipay CN, please select "支付寶中國（內地版）" under "支付方式設置".
After the setup is complete, all transactions on Taobao via AlipayHK require a payment password.
Refund period
The refund period depends on the payment method of the transaction:
1. Balance payment: Normally it will returnto the account balance within 7 working days.
2. Credit card payment: Normally it will return to the credit card within 14 working days, the specific time is subject to the bank account time.
3. PPS payment: Normally it will return to the bank account which linked to PPS payment within 1-3 working days.
How to refund after purchasing at Taobao
The refund process depends on your order status:
1. "等待買家付款": Please communicate with the seller to "取消訂單" ; or ask the seller to close the transaction; or wait for the system to automatically close the transaction after the timeout.
2. "買家已付款": Please negotiate with the seller and log in to "我的淘寶"-"已買到的寶貝" to find the order, and click "退款/退貨"-"僅退款". If the seller has not been contacted or the seller has not processed the refund, the system will automatically refund the refund after 48 hours.
3. "賣家已發貨": If you will get a partial / full refund after communicating with the seller, please log in to "我的淘寶"-"已買到的寶貝" to find the order and click "退款/退貨", and choose the type of service and reason for the refund.
4. "交易成功": Please log in to "我的淘寶"-"已買到的寶貝" within 15 days of receipt confirmation of the transaction to find the order, and click "申請售後".
5. "交易關閉": This status cannot be applied for a refund (the transaction may be closed because the seller or the system has closed the transaction before the buyer has not paid; or the buyer has successfully applied for a refund and the relevant amount has been returned).
Reminders:
• If you cannot apply for a refund after a certain period, please contact the seller first; if you failed to come up with an agreement, please contact Taobao's customer service and provide a valid certificate.
• If the order status does not change after completing the payment, please confirm whether the selected payment method has been successfully charged (e.g. balance / credit card). For further assistance, please call customer service hotline: 852-2245 3201, service time: Monday Until Sunday, 9:00 am-9:00 pm.
• If the seller refuses to refund, please click "要求淘寶客服介入".
Minimum transaction amounts
The minimum amount per transaction is RMB 1 (for HKD equivalent, please refer to payment page).
Use cross-platform discounts at TaoBao
When settling payments at Taobao via AlipayHK, you can also use Tmall points, coupons and Tmall shopping coupons; or you can also settle payment with Alipay gift cards at Taobao via mobile phone.
Relevant functions are not applicable to in international credit cards, Alipay (China) balance, PPS etc.
Exchange rate calculations
The price shown at checkout page is based on the day's currency exchange rate. We make sure to align exchange rates to the banks daily. You can also find the rate you're paying for at the "International Exchange Rate" page.
Supported products
At the moment, AlipayHK can be used to purchase from Tmall, Taobao and Xianyu (via balance only). AlipayHK also supports purchases by instalments for pre-sale products, physical and virtual products. However, transactions involving Tmall international is not supported.
Steps to payment
In Taobao app's homepage, select "AlipayHK" to log into your AlipayHK account. At checkout, select AlipayHK as payment method and enter payment password to proceed with payment.
Transportation payment
What should I do if the EasyGo QR code cannot be opened after entering the gate because the phone runs out of battery or the phone is lost?
To ensure the safety of your account, please contact AlipayHK customer service hotline or visit AlipayHK’s website provided below to freeze the account. At the same time, please contact MTR Customer Service Centre for enquiries and assistance and refer to the current handling guideline for lost tickets and Octopus cards.
AlipayHK customer service hotline at 852 2245 3201 (Mon-Sun: 9:00am - 6:00pm).
AlipayHK website: https://www.alipayhk.com/en/shoppers/support/freeze-account
Why can’t I change the ticket type after exiting the gate?
The MTR system might still be processing the journey that has just been completed. If you need to change the ticket type after exiting the gate, please tap "Exited gate" at EasyGo page.
Why the fare has not been deducted instantly after exiting the gate?
Under normal circumstances, once you exit the gate, the fare will be charged in accordance with MTR system’s instructions instantly. If you need any assistance, please contact staff at MTR Customer Service Centre.
What should I do if my EasyGo QR code is used by other passengers accidentally and cannot enter the gate?
Please contact staff at MTR Customer Service Centre for enquiries and assistance.
What should I do if I choose the wrong ticket type or first-class service after entering the gate?
The ticket type cannot be changed after entering the gate. Please contact staff at MTR Customer Service Centre for enquiries and assistance.
What should I do if I was asked to provide extra information of entry gate when I already exited?
Please tap the relevant push notification or open the "MTR Fare Adjustment mini app" at EasyGo page, enter the starting station and select the relevant ticket type. Then, please use EasyGo QR code to exit gate again. If you need further assistance, please contact staff at MTR Customer Service Centre.
How can I purchase the ticket for child/ the elderly/ first class service?
Before entering the gate, you need to select the relevant ticket type (Adult/ Child/ The Elderly) or (Standard/ First Class Service) at the EasyGo page. The ticket type cannot be changed after entering the gate.
MTR ticket fares and discounts
Tickets will be charged based on Octopus fares and eligible for the 20% fare rebate. Please note that discount schemes listed in the HKSAR government’s “Public Transport Fare Concession Scheme for the Elderly and Eligible Persons with Disabilities" and promotional fares for persons with “Student Status” are not applicable.
How to choose ticket types?
You can select the ticket type including adult, child and elderly at the EasyGo page. At the same time, you can choose the first class service.
Kindly note this setting indicates the ticket type selected by the user. Actual fare amount will be calculated in accordance with the rules per transportation type. Transportation operators may choose to examine a user’s eligibility for using the selected ticket type.
How to use EasyGo
Tap "more" at the Application Centre on homepage, Tap "EasyGo" (Shortcut recommendation: Tap "Homepage Apps", tap "edit", drag "EasyGo" to the homepage application), accept the agreement, then activate EasyGo, and enter the payment password. You can modify your payment method (e.g. credit card) under the EasyGo QR code. Show the EasyGo QR code to be scanned by the gate device to complete the transaction.
EasyGo coverage
Currently service is limited to MTR (Heavy rail network), Long Win Bus (LWB), Citybus, New World First Bus, Kowloon Motor Bus (KMB), selected green minibuses and ferry routes.
For further details, please tap “EasyGo” at the bottom of homepage, and “Routes” to learn more.
Transaction fees
There is no transaction fee for using EasyGo.
Payment Methods for EasyGo
Tap ""more"" at the Application Centre on homepage, Tap ""EasyGo"", you can modify your payment method (e.g. credit card) under the EasyGo QR code.
Payment method will be completed according to a user’s customized default payment method. When a payment transaction fails, such transaction will be completed in accordance with the user’s customized payment sequence. If the user has yet to customize any payment sequence, such transaction will be automatically completed by any other available payment method accordingly.
Can I still pay the fare if my Balance is insufficient?
In case of insufficient balance and there is no credit card being added, users can still travel for one trip via AlipayHK. The outstanding fare from the trip will be deducted once there is sufficient balance or a credit card/bank account is added.
What if I have insufficient balance for transportation fare when using EasyGo? How do I settle an outstanding payment?
When the account has a sufficient balance or a credit card/bank account is added, the transportation fare will be automatically deducted. After successful payment, you can continue to use the EasyGo service.
Will EasyGo repeat charges if I accidentally scan my EasyGo QR code multiple times in a short period of time?
The EasyGo QR code should not be scanned by the same scanning machine within a designated timeframe to avoid the occurrence of repeated payments being made (5 minutes for minibuses). In the event of repeated payments, please contact the corresponding transportation service provider for a refund within 90 days of the charging date.
Can EasyGo QR code be used when mobile is offline or in airplane mode?
The EasyGo QR code can be used under offline circumstances. However, for the safety reasons, the EasyGo QR code can only be updated for a limited number of times when mobile is offline. If offline update has reached the limited update quota, a user's device must be online in order to use EasyGo QR code again and under such circumstances the offline update quota will be reset accordingly.
What if EasyGo QR code cannot be shown due to mistakenly-set time on phone
Due to the unique encryption technology used to generate an EasyGo QR code, a code cannot be generated if the time on a mobile device is falsely set. We suggest enabling the automatic time detection setting on your mobile device.
EasyGo QR code not showing
The suspension of the EasyGo service may be due to the below reasons:
1. The account has outstanding fares.; or
2. An effective payment method has not been set, such as sufficient Balance or an active credit card; or
3. Issues with account settings.
Please contact our customer service hotline at 2245 3201 (9:00am-6:00pm, Mon-Sun).
How do I set up a shortcut to EasyGo
1. If you are an Android user, you can select ""Add to desktop"" at the top right corner of the EasyGo page.
2. If you are an iOS user, you can access via 3D Touch / Haptic Touch / Widget.
How do I suspend the EasyGo service
At the EasyGo page, you can click on "Setting" and select "Suspend". Please check you have cleared all outstanding fare before suspending the service. To activate EasyGo again, simply re-enable EasyGo at the same page.
App Payment
Payment method and handling fee in Google Play Store, App Store and iTunes Store
Payment with balance, bank account or credit card is supported in Google Play Store, YouTube and Google Ads while payment with balance or bank account in App Store and iTunes Store.
There is no handling fees when using AlipayHK for the payment in Google Play Store, YouTube, Google Ads,App Store and iTunes Store.
Can AlipayHK be used for Google Play Store, App Store and iTunes Store in other countries?
At this time, AlipayHK can only be used for Google Play Store, App Store and iTunes Store in Hong Kong.
What is and how to activate auto debit service in Google Play Store, App Store and iTunes Store?
Auto Debit Service is a feature that allows users to set AlipayHK as a default payment method and make purchases.
• Google Play Store：""1. Open your Google Play Store, tap “Menu” >“Payment method” >“Add AlipayHK” and follow the instructions.
For details, please visit：https://support.apple.com/HT201266.""
• App Store：For full instructions, visit https://support.apple.com/HT201266
What is the restriction on Apple auto debit payment limit with AlipayHK ?
Users who have not completed ID verification of AlipayHK account will be subject to the accumulated payment limit. If the payment amount exceeds such payment limit, please complete the ID verification in order to settle the payment in App Store and iTunes Store.
How do I remove AlipayHK as a payment method from Google Play Store, App Store or iTune Store?
Google Play Store: Tap “Menu” > “Payment methods”> “More payment settings” >“Remove”. Upon competition, you cannot settle the transaction in Google via AlipayHK.The record will not be displayed on the AlipayHK page until confirmed by Google, and the status update may be delayed slightly.
App Store/iTunes Store：For full instructions, visit https://support.apple.com/HT201266
How do I request a refund for Google Play Store, App Store or iTune Store purchases?
Google Play Store: please visit: play.google.com/store/account and tap “Order History” > select the order > tap “Request a refund” or “Report a problem”. Choose an appropriate option, complete the form and note that you would like to have a refund. In general situation, you’ll receive a confirmation email of refund within 15 minutes or take up to four business days after the successful application.
For App Store/iTunes Store:
To request a refund, visit https://reportaproblem.apple.com. Once the refund is approved by Apple, it will typically be credited back into the AlipayHK account within 30 days.
Insurance Payment
How to purchase insurance service in AlipayHK?
Tap "Insurance" in Applications, select the insurance type and follow instructions to proceed and purchase.
How to check transaction record for insurance purchase?
Tap "Insurance" in Applications, and select "History" on top right corner.
Coupon Problem
Why are my coupons not returned upon refund
Coupons cannot be used to purchase any gift/cash vouchers, gift certificates or prepaid cards of any Eligible Merchant. They may not be exchanged for cash and are non-transferable. For goods return or refund, the amount on the Coupon will not be returned and the relevant Coupon will not be re-issued.
Eligibility to receive welcome reward
The following conditions must be met to receive the welcome reward:
1. Users who have never redeemed welcome reward and never sent or made successful payment/transfer/remittance/Lucky Money.
2. Each user can only receive the reward once. The same AlipayHK account number, the same mobile phone number, the same device number, the same bank card number, if any of the above conditions are met, it is regarded as the same user.
The coupon validity
All coupons have a certain validity period. For those coupons are required to present the QR code or barcode to the cashier, please present the coupon before session time out. After the validity period, the validation or the coupon shall expire and become invalid.
The order of using coupons
If you have multiple coupons, usage priority will be subject to its terms and conditions.
How to check coupons which have been redeemed?
Tap “Rewards” at the top right corner of homepage .If you want to view the used/expired coupons, please tap "Expired Rewards"
How to use the coupon code needed on the merchant website or application
Tap "Rewards" at the upper right corner of the homepage- tap on the relevant reward(s) to appear "to be activated"- after confirmation, a coupon code consisting of several characters will be generated, copy it within a specified time and enter the coupon code on the merchant's website or application to use the coupon .
The instructions of the actual payment page shall prevail
How to use those coupons which required to show to staff?
Tap “Reward” at the top right corner of homepage - "To be activated" will be illustrated after tapping on the relevant coupon(s). A QR code or barcode will be generated after confirmation- present it to the cashier and make payment within the specified time to use the coupon.
The instructions of the actual payment page shall prevail
How to use coupon
The redeemed coupon(s) will be used automatically under applicable circumstances;
Some coupons need to be activated before the use. To use, tap "Rewards" button at the top right of the homepage - "To be activated" will be illustrated after tapping relevant coupon-
After confirmation, a QR code or barcode will be generated, or a coupon code consisting of several characters. Present it to the cashier and make payment within the designated time, or copy and enter the coupon code on the merchant website or application to use the coupon.
Refund
How to refund
Can seek for refund with merchant on the spot. If you need to request a refund after the transaction, please call the customer service hotline: 852-2245 3201, service hours: Monday to Sunday, 9:00 am-6:00 pm.
Where the refund money goes
Subject to the payment method at the time of the transaction:
1. Balance payment: Returned to balance of AlipayHK account
2. Credit card payment: Generally returned to the credit card within 14 working days, the specific time is subject to bank-in time
3. PPS payment: Generally returned to the bank account linked to PPS payment within 1-3 working days
Default payment method priority
Payment transaction will be completed according to a user’s customized default payment method. When a payment transaction fails, such transaction will be completed in accordance with the user’s customized payment sequence. If the user has yet to customize any payment sequence, such transaction will be automatically completed by any other available payment method accordingly.
Select a payment method
Tap "Pay" - Tap the payment method below the QR code and select a default payment method.
If select "Balance", when settling payment via balance is failed, the transaction will be paid via credit card automatically;
If select "Credit card", when settling payment via credit card is failed, the transaction will be paid via balance automatically.
How to enable Face ID for payment
Tap menu button on the top left corner, tap "Settings", choose "Account Security", select "Face ID", enable "fingerprint verification for spot payments", the seitting is completed.
Supported models: iOS 9 and above, or Android 5.1 and above phones that support fingerprint authentication. Other models or phones that have been jailbroken are currently not supported.
How to enable fingerprint for payment
Tap menu button on the top left corner, tap "Settings", choose "Account Security", select "Fingerprint", enable "fingerprint verification for spot payments", the seitting is completed.
Supported models: iOS 9 and above, or Android 5.1 and above phones that support fingerprint authentication. Other models or phones that have been jailbroken are currently not supported.
Scan or being scanned to pay?
Most of the key merchants require users to present a payment QR code. If the merchant code is displayed in a merchant's store, you need to scan their displayed code to complete the transaction.
Transaction fee for balance payments
Currently, there is no transaction fee to pay with balance, or to settle bill payment.
Offline payment
Once the payment QR code is generated in a connected network environment, offline payment can be made within a certain period of time. However, it will become invalid afterwards, and you will need to connect to the network again to update the QR code.
Payment limits
- Balance: For unverified accounts, the maximum spending limit by balance is HKD 3,000 per transaction, whilst the limit per annum is HKD 25,000; For intermediate accounts, the maximum spending limit by balance is HKD 5,000 per transaction, whist the limit per annum is HKD 100,000; For verified accounts, there is no spending limit to a single transaction or per annum.
- Bank Accounts: For intermediate accounts, the maximum spending limit by bank account is HKD 10,000 per transaction and is subject to change the limit to HKD 3,000, whist the limit per day is HKD 10,000; For verified accounts, the maximum spending limit by bank account is HKD 20,000 per transaction and is subject to change the limit to HKD 3,000 or HKD 10,000, whist the limit per day is HKD 20,000 and is subject to change the limit to HKD 10,000.
- Credit Cards: The maximum spending limit by credit card is subject to individual credit card’s available limit.
Make a payment
There are two payment methods:
1. Tap "Pay" at the bottom right corner on homepage, enter the payment password (for first time), select the payment method under the payment code, confirm the method and then show it to the merchant to complete the transaction.
2. Tap "Scan" at the bottom left corner on homepage, scan the merchant code displayed by the merchant, select a payment method (such as a credit card), enter the payment password and complete the transaction.
Notes for payment refund
If the user makes a duplicate payment or should any refunds be made, the paid handling fee will be processed as follows:
a) the full payment amount together with the handling fee will be refunded;
b) For a partial refund, the handling fee refunded will be proportional to the partial refund amount requested.
Why is there a delay on updates regarding bill payment reminders, status or information?
The updating of such relevant information is subject to the settings of a merchant or a user's mobile phone. Please reach out to the relevant merchant for specific enquiries and/or to confirm on the most updated bill payment information.
Is HKBN’s bill payment service only available to residential customers?
HKBN's bill payment service is currently only available to residential customers.
How come merchants are unable to receive funds immediately after users making successful bill payment transactions?
Not all merchants support real-time payment. It is recommended to check payment status 15 minutes after paying being made. It should not take longer than 24 hours for payment bank-in under normal circumstances. Please reach out to the relevant merchant for specific enquiries.
Auto debit service arrangement and limits
Auto debit payment will activate according to the pre-set priority payment method. If the priority payment method fails, it will automatically try another applicable payment methods to complete the payment.
If you need to modify the settings, you can click the directory bar in the upper left corner of the homepage-"Authorized Automatic Payment Service"-select the relevant bill and change the settings on the page.
How to unlink bill
You can edit and unlink bills at "My bills". To unlink, go to "My bills", at selected bill, swipe left. Then, tap on "Setting" , at "unlink bill", tap "Unlink", and proceed to unlink bill.
What is link bill
Upon linking bills, in addition to being able to check bill status anytime, you will also receive payment reminders as due date approaches. The payable amount will be shown on bills. To link a bill, go to "My bills", then "Add bill", select merchant and follow instructions as prompted.
How to pay bills
1. Tap "More" on Applicatin Centre, Tap "Bill payment" (Shortcut recommendation: "Homepage Apps", tap "Edit", drag "Bill payment" to the Homepage Application), "Add Bill".
2. Select "Merchant" at the bottom to select the payment service to be paid or enter the merchant name in the search field.
3. After selecting the merchant, enter the payment account information (You can choose to "link bills" and set "automatic payment" at the same time).
4. After following the instructions on the page, select the payment method and enter the payment password to complete the transaction.
What is Auto-debit Service and how to activate
After linking the bill and activating the Auto Debit Service, the bill will be paid automatically and on time from the next bill, and the payment date will be determined by the merchant.
To activate the automatic payment feature, follow these steps:
1. Tap "More", select "Bill Payment" in the application centre in the middle of the homepage (Shortcut recommendation: Tap "Homepage Apps", then tap "Edit", drag "Bill Payment" to the Homepage Application), tap "Add Bill".
2. Tap "Merchants" to select the payment service to be paid or enter the merchant name in the search field.
3. After selecting the merchant, enter the payment account information and select "Activate Auto Debit Service".
4. After following the instructions on the page, select the payment method and enter the payment password to complete the transaction.
* If the bill has been linked, click "My Bill" to find the relevant bill and swipe to the left. Tap "Settings" and activate the Auto Debit Service.
Transaction fee
1. Handling fees are waived for bill payments made with the account balance, bank account, Ant Bank Libra Savings, and Ant Bank PayLater one-off payment.
2. For electricity bills, town gas bills, liquefied petroleum gas bills, property management bills, school fees, and rentals (applicable to rental estates under HKHS), a 2.5% handling fee will be charged for the amount settled using designated Credit Cards (Visa/MasterCard). For payments via Hang Seng Credit Card (Visa/MasterCard), a 1.5% handling fee will be charged.
3. Starting from 20 November 2023, the handling fee will be adjusted to 1.5% of each transaction for government bill payments for a limited time(including tax bills, water charges, rates, and government rent, etc.) via Credit Cards (BOC Credit Card, Hang Seng Credit Card, Standard Chartered, or other Credit Cards Visa/MasterCard). No handling fee will be charged for other bill payments.
4. This charge will not be applied to the autopay service and is only applicable to one-time payments.
* Updated on 20 November 2023
Partner Merchants
Partner merchants include:
Government bills: Water Supplies Department, Inland Revenue Department, Rating and Valuation Department, Working Family and Student Financial Assistance Agency, Lands Department, Food and Environmental Hygiene Department, General Demand Notes issued by the government;
Public Utility: Hongkong Electric, CLP Power, Hong Kong and China Gas (Town Gas), DSG Energy (Shell Gas), and Esso LPG;
Mobile Phone: 1O1O / csl, 3HK, Freebird, China Mobile, China Telecom International, China Unicom HK, Hong Kong Broadband, SmarTone, Telecom Digital, SUN Mobile;
Fixed line telephone: HGC, Hong Kong Broadband, HKT, Cable Broadband;
Pay TV: Hong Kong Broadband, Cable Broadband, Now TV;
Internet Broadband: HGC, Hong Kong Broadband, Cable Broadband, Netvigator.
In addition, you can also pay property management fees, charitable donations, insurance fees, tuition fees and storage fees.
Is identity verification required before using AlipayHK for cross-border payment?
In accordance with regulatory requirements and to ensure the security of your account, ID scanning and live selfie verification is required before using the balance for cross-border payment. You can also make payments using your linked credit card.
Is identity verification required before using AlipayHK’s cross-border transport code?
In accordance with regulatory requirements and to ensure the security of your account, ID scanning and live selfie verification is required before using the cross-border transport code.
Cross-border Payment Limits
It is subject to the payment method and account verification level:
1. Balance:
- For intermediate accounts, the maximum spending limit by balance is HKD 5,000 per transaction, whilst the limit per annum is HKD 100,000;
- For verified accounts, the maximum spending limit by balance is HKD 50,000 per transaction, whilst there is no spending limit per annum.
2. Bank Accounts:
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For intermediate accounts, the maximum spending limit by bank account is HKD 10,000 per transaction and the user can change the limit to HKD 3,000, whilst the limit per day is HKD 100,000;
-
For verified accounts, the maximum spending limit by bank account is HKD 20,000 per transaction and the user can change the limit to HKD 3,000 or HKD 10,000, whilst the limit per day is HKD 20,000 and the user can change the limit to HKD 10,000.
3. Credit Cards: The maximum spending limit by credit card is subject to individual credit card's available limit.
Will there be any handling fees for cross-border payments?
AlipayHK does not charge any handling fees for cross-border payments.
Is mobile network required for cross-border payments?
You can still make cross-border payments other than for cross-border transportation payments without a mobile network. Please refer to the actual payment situation for specific details.
What physical stores in the Chinese mainland accept payment through AlipayHK?
Most physical stores in the Chinese mainland accept payment through AlipayHK. Generally, if there is a 'Alipay' or 'Alipay+' logo in the store, you can show your payment code to the cashier or scan the merchant's payment code to make a payment. Please refer to the actual payment situation for specific details.
Can I link bank payment cards issued in the Chinese mainland to an AlipayHK account?
Not at the moment, please link to other credit card or bank account.
Refunds for products purchased on Taobao via password-free purchase
If you need to return the ordered product, you can refund it according to Taobao's designated terms and conditions or check with the relevant merchants.
Password-free payment function on Taobao and how to restore the setting that requires password input
In response to the increasing demand of users for online consumption, a convenient and fast password-free payment function is provided for low-risk designated Taobao shopping transactions, which aims to provide users with a better quality consumer experience. If the user needs to restore the system settings, they can go to the Taobao app to make the setting changes:
1. Tap on the settings button in the upper right corner of "我的淘寶";
2. Tap "賬戶與安全";
3. Select "國際支付管理";
4. As you need to enter the payment process via Alipay CN, please select "支付寶中國（內地版）" under "支付方式設置".
After the setup is complete, all transactions on Taobao via AlipayHK require a payment password.
Refund period
The refund period depends on the payment method of the transaction:
1. Balance payment: Normally it will returnto the account balance within 7 working days.
2. Credit card payment: Normally it will return to the credit card within 14 working days, the specific time is subject to the bank account time.
3. PPS payment: Normally it will return to the bank account which linked to PPS payment within 1-3 working days.
How to refund after purchasing at Taobao
The refund process depends on your order status:
1. "等待買家付款": Please communicate with the seller to "取消訂單" ; or ask the seller to close the transaction; or wait for the system to automatically close the transaction after the timeout.
2. "買家已付款": Please negotiate with the seller and log in to "我的淘寶"-"已買到的寶貝" to find the order, and click "退款/退貨"-"僅退款". If the seller has not been contacted or the seller has not processed the refund, the system will automatically refund the refund after 48 hours.
3. "賣家已發貨": If you will get a partial / full refund after communicating with the seller, please log in to "我的淘寶"-"已買到的寶貝" to find the order and click "退款/退貨", and choose the type of service and reason for the refund.
4. "交易成功": Please log in to "我的淘寶"-"已買到的寶貝" within 15 days of receipt confirmation of the transaction to find the order, and click "申請售後".
5. "交易關閉": This status cannot be applied for a refund (the transaction may be closed because the seller or the system has closed the transaction before the buyer has not paid; or the buyer has successfully applied for a refund and the relevant amount has been returned).
Reminders:
• If you cannot apply for a refund after a certain period, please contact the seller first; if you failed to come up with an agreement, please contact Taobao's customer service and provide a valid certificate.
• If the order status does not change after completing the payment, please confirm whether the selected payment method has been successfully charged (e.g. balance / credit card). For further assistance, please call customer service hotline: 852-2245 3201, service time: Monday Until Sunday, 9:00 am-9:00 pm.
• If the seller refuses to refund, please click "要求淘寶客服介入".
Minimum transaction amounts
The minimum amount per transaction is RMB 1 (for HKD equivalent, please refer to payment page).
Use cross-platform discounts at TaoBao
When settling payments at Taobao via AlipayHK, you can also use Tmall points, coupons and Tmall shopping coupons; or you can also settle payment with Alipay gift cards at Taobao via mobile phone.
Relevant functions are not applicable to in international credit cards, Alipay (China) balance, PPS etc.
Exchange rate calculations
The price shown at checkout page is based on the day's currency exchange rate. We make sure to align exchange rates to the banks daily. You can also find the rate you're paying for at the "International Exchange Rate" page.
Supported products
At the moment, AlipayHK can be used to purchase from Tmall, Taobao and Xianyu (via balance only). AlipayHK also supports purchases by instalments for pre-sale products, physical and virtual products. However, transactions involving Tmall international is not supported.
Steps to payment
In Taobao app's homepage, select "AlipayHK" to log into your AlipayHK account. At checkout, select AlipayHK as payment method and enter payment password to proceed with payment.
What should I do if the EasyGo QR code cannot be opened after entering the gate because the phone runs out of battery or the phone is lost?
To ensure the safety of your account, please contact AlipayHK customer service hotline or visit AlipayHK’s website provided below to freeze the account. At the same time, please contact MTR Customer Service Centre for enquiries and assistance and refer to the current handling guideline for lost tickets and Octopus cards.
AlipayHK customer service hotline at 852 2245 3201 (Mon-Sun: 9:00am - 6:00pm).
AlipayHK website: https://www.alipayhk.com/en/shoppers/support/freeze-account
Why can’t I change the ticket type after exiting the gate?
The MTR system might still be processing the journey that has just been completed. If you need to change the ticket type after exiting the gate, please tap "Exited gate" at EasyGo page.
Why the fare has not been deducted instantly after exiting the gate?
Under normal circumstances, once you exit the gate, the fare will be charged in accordance with MTR system’s instructions instantly. If you need any assistance, please contact staff at MTR Customer Service Centre.
What should I do if my EasyGo QR code is used by other passengers accidentally and cannot enter the gate?
Please contact staff at MTR Customer Service Centre for enquiries and assistance.
What should I do if I choose the wrong ticket type or first-class service after entering the gate?
The ticket type cannot be changed after entering the gate. Please contact staff at MTR Customer Service Centre for enquiries and assistance.
What should I do if I was asked to provide extra information of entry gate when I already exited?
Please tap the relevant push notification or open the "MTR Fare Adjustment mini app" at EasyGo page, enter the starting station and select the relevant ticket type. Then, please use EasyGo QR code to exit gate again. If you need further assistance, please contact staff at MTR Customer Service Centre.
How can I purchase the ticket for child/ the elderly/ first class service?
Before entering the gate, you need to select the relevant ticket type (Adult/ Child/ The Elderly) or (Standard/ First Class Service) at the EasyGo page. The ticket type cannot be changed after entering the gate.
MTR ticket fares and discounts
Tickets will be charged based on Octopus fares and eligible for the 20% fare rebate. Please note that discount schemes listed in the HKSAR government’s “Public Transport Fare Concession Scheme for the Elderly and Eligible Persons with Disabilities" and promotional fares for persons with “Student Status” are not applicable.
How to choose ticket types?
You can select the ticket type including adult, child and elderly at the EasyGo page. At the same time, you can choose the first class service.
Kindly note this setting indicates the ticket type selected by the user. Actual fare amount will be calculated in accordance with the rules per transportation type. Transportation operators may choose to examine a user’s eligibility for using the selected ticket type.
How to use EasyGo
Tap "more" at the Application Centre on homepage, Tap "EasyGo" (Shortcut recommendation: Tap "Homepage Apps", tap "edit", drag "EasyGo" to the homepage application), accept the agreement, then activate EasyGo, and enter the payment password. You can modify your payment method (e.g. credit card) under the EasyGo QR code. Show the EasyGo QR code to be scanned by the gate device to complete the transaction.
EasyGo coverage
Currently service is limited to MTR (Heavy rail network), Long Win Bus (LWB), Citybus, New World First Bus, Kowloon Motor Bus (KMB), selected green minibuses and ferry routes.
For further details, please tap “EasyGo” at the bottom of homepage, and “Routes” to learn more.
Transaction fees
There is no transaction fee for using EasyGo.
Payment Methods for EasyGo
Tap ""more"" at the Application Centre on homepage, Tap ""EasyGo"", you can modify your payment method (e.g. credit card) under the EasyGo QR code.
Payment method will be completed according to a user’s customized default payment method. When a payment transaction fails, such transaction will be completed in accordance with the user’s customized payment sequence. If the user has yet to customize any payment sequence, such transaction will be automatically completed by any other available payment method accordingly.
Can I still pay the fare if my Balance is insufficient?
In case of insufficient balance and there is no credit card being added, users can still travel for one trip via AlipayHK. The outstanding fare from the trip will be deducted once there is sufficient balance or a credit card/bank account is added.
What if I have insufficient balance for transportation fare when using EasyGo? How do I settle an outstanding payment?
When the account has a sufficient balance or a credit card/bank account is added, the transportation fare will be automatically deducted. After successful payment, you can continue to use the EasyGo service.
Will EasyGo repeat charges if I accidentally scan my EasyGo QR code multiple times in a short period of time?
The EasyGo QR code should not be scanned by the same scanning machine within a designated timeframe to avoid the occurrence of repeated payments being made (5 minutes for minibuses). In the event of repeated payments, please contact the corresponding transportation service provider for a refund within 90 days of the charging date.
Can EasyGo QR code be used when mobile is offline or in airplane mode?
The EasyGo QR code can be used under offline circumstances. However, for the safety reasons, the EasyGo QR code can only be updated for a limited number of times when mobile is offline. If offline update has reached the limited update quota, a user's device must be online in order to use EasyGo QR code again and under such circumstances the offline update quota will be reset accordingly.
What if EasyGo QR code cannot be shown due to mistakenly-set time on phone
Due to the unique encryption technology used to generate an EasyGo QR code, a code cannot be generated if the time on a mobile device is falsely set. We suggest enabling the automatic time detection setting on your mobile device.
EasyGo QR code not showing
The suspension of the EasyGo service may be due to the below reasons:
1. The account has outstanding fares.; or
2. An effective payment method has not been set, such as sufficient Balance or an active credit card; or
3. Issues with account settings.
Please contact our customer service hotline at 2245 3201 (9:00am-6:00pm, Mon-Sun).
How do I set up a shortcut to EasyGo
1. If you are an Android user, you can select ""Add to desktop"" at the top right corner of the EasyGo page.
2. If you are an iOS user, you can access via 3D Touch / Haptic Touch / Widget.
How do I suspend the EasyGo service
At the EasyGo page, you can click on "Setting" and select "Suspend". Please check you have cleared all outstanding fare before suspending the service. To activate EasyGo again, simply re-enable EasyGo at the same page.
Payment method and handling fee in Google Play Store, App Store and iTunes Store
Payment with balance, bank account or credit card is supported in Google Play Store, YouTube and Google Ads while payment with balance or bank account in App Store and iTunes Store.
There is no handling fees when using AlipayHK for the payment in Google Play Store, YouTube, Google Ads,App Store and iTunes Store.
Can AlipayHK be used for Google Play Store, App Store and iTunes Store in other countries?
At this time, AlipayHK can only be used for Google Play Store, App Store and iTunes Store in Hong Kong.
What is and how to activate auto debit service in Google Play Store, App Store and iTunes Store?
Auto Debit Service is a feature that allows users to set AlipayHK as a default payment method and make purchases.
• Google Play Store：""1. Open your Google Play Store, tap “Menu” >“Payment method” >“Add AlipayHK” and follow the instructions.
For details, please visit：https://support.apple.com/HT201266.""
• App Store：For full instructions, visit https://support.apple.com/HT201266
What is the restriction on Apple auto debit payment limit with AlipayHK ?
Users who have not completed ID verification of AlipayHK account will be subject to the accumulated payment limit. If the payment amount exceeds such payment limit, please complete the ID verification in order to settle the payment in App Store and iTunes Store.
How do I remove AlipayHK as a payment method from Google Play Store, App Store or iTune Store?
Google Play Store: Tap “Menu” > “Payment methods”> “More payment settings” >“Remove”. Upon competition, you cannot settle the transaction in Google via AlipayHK.The record will not be displayed on the AlipayHK page until confirmed by Google, and the status update may be delayed slightly.
App Store/iTunes Store：For full instructions, visit https://support.apple.com/HT201266
How do I request a refund for Google Play Store, App Store or iTune Store purchases?
Google Play Store: please visit: play.google.com/store/account and tap “Order History” > select the order > tap “Request a refund” or “Report a problem”. Choose an appropriate option, complete the form and note that you would like to have a refund. In general situation, you’ll receive a confirmation email of refund within 15 minutes or take up to four business days after the successful application.
For App Store/iTunes Store:
To request a refund, visit https://reportaproblem.apple.com. Once the refund is approved by Apple, it will typically be credited back into the AlipayHK account within 30 days.
How to purchase insurance service in AlipayHK?
Tap "Insurance" in Applications, select the insurance type and follow instructions to proceed and purchase.
How to check transaction record for insurance purchase?
Tap "Insurance" in Applications, and select "History" on top right corner.
Why are my coupons not returned upon refund
Coupons cannot be used to purchase any gift/cash vouchers, gift certificates or prepaid cards of any Eligible Merchant. They may not be exchanged for cash and are non-transferable. For goods return or refund, the amount on the Coupon will not be returned and the relevant Coupon will not be re-issued.
Eligibility to receive welcome reward
The following conditions must be met to receive the welcome reward:
1. Users who have never redeemed welcome reward and never sent or made successful payment/transfer/remittance/Lucky Money.
2. Each user can only receive the reward once. The same AlipayHK account number, the same mobile phone number, the same device number, the same bank card number, if any of the above conditions are met, it is regarded as the same user.
The coupon validity
All coupons have a certain validity period. For those coupons are required to present the QR code or barcode to the cashier, please present the coupon before session time out. After the validity period, the validation or the coupon shall expire and become invalid.
The order of using coupons
If you have multiple coupons, usage priority will be subject to its terms and conditions.
How to check coupons which have been redeemed?
Tap “Rewards” at the top right corner of homepage .If you want to view the used/expired coupons, please tap "Expired Rewards"
How to use the coupon code needed on the merchant website or application
Tap "Rewards" at the upper right corner of the homepage- tap on the relevant reward(s) to appear "to be activated"- after confirmation, a coupon code consisting of several characters will be generated, copy it within a specified time and enter the coupon code on the merchant's website or application to use the coupon .
The instructions of the actual payment page shall prevail
How to use those coupons which required to show to staff?
Tap “Reward” at the top right corner of homepage - "To be activated" will be illustrated after tapping on the relevant coupon(s). A QR code or barcode will be generated after confirmation- present it to the cashier and make payment within the specified time to use the coupon.
The instructions of the actual payment page shall prevail
How to use coupon
The redeemed coupon(s) will be used automatically under applicable circumstances;
Some coupons need to be activated before the use. To use, tap "Rewards" button at the top right of the homepage - "To be activated" will be illustrated after tapping relevant coupon-
After confirmation, a QR code or barcode will be generated, or a coupon code consisting of several characters. Present it to the cashier and make payment within the designated time, or copy and enter the coupon code on the merchant website or application to use the coupon.
How to refund
Can seek for refund with merchant on the spot. If you need to request a refund after the transaction, please call the customer service hotline: 852-2245 3201, service hours: Monday to Sunday, 9:00 am-6:00 pm.
Where the refund money goes
Subject to the payment method at the time of the transaction:
1. Balance payment: Returned to balance of AlipayHK account
2. Credit card payment: Generally returned to the credit card within 14 working days, the specific time is subject to bank-in time
3. PPS payment: Generally returned to the bank account linked to PPS payment within 1-3 working days