AlipayHK

How can we help you?

+
  • I want to find out about Making Payment and Bill Paymet
  • 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 7 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).
  • Mixed-methods payment
    When purchasing at Taobao, AlipayHK balance account can be used for checkout alongside Tmall points, lucky money and Tmall coupons. Mobiles can also be used in combination with Alipay gift cards. Unfortunately, international credit cards, Alipay (China) balance, PPS etc are not available for mixed method payments.
  • 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.
  • 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.
  • 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.
  • EasyGo Code not showing
    The suspension of the EasyGo service may be due to the below reasons: 1. The account has outstanding fares. 2. The account lacks effective payment methods, such as sufficient Balance or an active credit card. 3. The account setting is not standard. Please contact our customer service hotline at 2245 3201 (9:00am-9:00pm, Mon-Sun).
  • What if EasyGo Code cannot be shown due to falsely set time on phone
    Due to the unique encryption technology to generate an EasyGo Code, a code cannot be generated if the time on a mobile device is falsely set. We suggest setting time detection as automatically on your mobile device.
  • Can EasyGo Transit QR code be used when mobile is offline
    For the safety of users, EasyGo Transit QR code can only be updated for a limited number of times when mobile is offline. If offline update is at maximum, user's device must be online to validate Transit QR code before it can be used again and offline update quota can be reset.
  • Will EasyGo repeat charges if I accidentally scan my Transit QR code multiple times in a short space of time
    Upon a successful scan of the Transit QR code, scanning of the same code will be temporarily disabled (5 min. on minibuses) to avoid repeated payment. In the event of repeated charging, please contact the corresponding transportation service provider for a refund within 90 days of the charging date.
  • Coverage
    Currently service is limited to designated green minibuses and Long Win Bus. For further details, please tap “More” at the Application Centre, then tap “EasyGo”, and “Routes” to learn more.
  • What if I have insufficient balance for transportation fare when using EasyGo
    If Balance has insufficient amount, then the most recently used credit card will automatically be charged instead.
  • What is the Travel-then-Pay service
    In the case of insufficient Balance, users can still travel for one trip using AlipayHK. The outstanding fare from the trip will be deducted once Balance is sufficient, or when a credit card is added.
  • Payment Method
    Tap "more" at the Application Centre on homepage, Tap "EasyGO", you can modify your payment method (e.g. credit card) under the EasyGo payment code. If you select to pay by "Balance", when the balance payment fails, you will automatically switch to using the credit card with the most recent successful payment to pay the transportation fee; If you select to pay by "Credit Card", when the credit card payment fails, it will automatically switch to using the balance; If the account balance is insufficient and the credit card is not connected, the user can still use AlipayHK for one transportation ride. The fare will be repaid when the balance is sufficient or when a credit card / bank card is added.
  • Transaction fee
    There is no transaction fee for using EasyGO.
  • 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, enter the payment password, you can modify your payment method (e.g. credit card) under the EasyGo payment code. Show the EasyGO payment code and scanned by the gate device to complete the transaction.
  • 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.
  • 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.
  • Cross-border payment handling fee
    There is no handling fee for cross-border payments.
  • Exchange rate
    The exchange rate for cross-border payments is based on the prevailing list price of the partner bank with AlipayHK. Under normal circumstances, the transaction exchange rate will be updated daily at the fixed exchange rate of the partner bank's cash exchange rate. If you need to check the real-time exchange rate, you can click "More" in the application centre in the middle of the homepage (Recommendation: Tap "Homepage Apps", tap "Edit", -drag "X-Border Services" to the homepage application), find "X-Border Services", and select "Currency".
  • Coverage
    Cross-border payment services have covered over 1 million mainland China merchants and popular Japanese business districts, and AlipayHK also offers preferential exchange rates and local rewards.
  • How to make cross-border payment
    According to regulatory requirements, cross-border payments can only be made by connecting an account with a Hong Kong credit card and entering a name, or completing intermediate or advanced account verification. The payment method is no different than when it is used in Hong Kong.
  • 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-9:00 pm.
  • Where the refund money goes
    Depending on 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 10 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
  • 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
    There is no transaction fee for using bill payment services.
  • Partner Merchants
    Partner merchants include: Government bills: water bills, tax, rates and government rent, general demand notes; 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.
  • 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.
  • Balance account payment limits
    For unverified accounts, the maximum limit per transaction is HKD 3,000, whilst the limit per annum is HKD 25,000; For intermediate accounts, the maximum limit per transaction is HKD 5,000, whist the limit per annum is HKD 100,000; For advanced accounts, there is no spending limit to a transaction or per annum.
  • 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.