AlipayHK

How can we help you?

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  • I want to find out about Transfer and Remittance
  • Cannot receive Lucky Money & Lucky Money Limit
    Failure to receive Lucky Money may be due to the reason that the amount exceeded the ID Verification limit. The limit must be based on the ID Verificaton level: • Unverified account users have a single transaction limit of HKD 2,000; a single daily limit of HKD 3,000; a full yearly limit of HKD 25,000; an account balance of HKD 3,000 • Intermediate verified account users have a single transaction limit of HKD 5,000; a single daily limit of HKD 10,000; a full yearly limit of HKD 100,000; an account balance of HKD 100,000 • Advanced verified account users have a single transaction limit of HKD 5,000; a single daily limit of HKD 20,000; a full yearly limit of HKD 200,000; an account balance of HKD 100,000 • All users have a single limit of HKD 2,000 if the transfer is from WhatsApp / SMS. • Annual Lucky Money limit is equivalent to the limits set for in-store payments, online payments, and cash withdrawal.
  • Cannot receive the Lucky Money Refund
    Failure to receive refund for Lucky Money may be due to the reason that the amount of refund has exceeded the ID Verification limit. The limit must be based on the ID Verificaton level: • Unverified account users have a single transaction limit of HKD 2,000; a single daily limit of HKD3,000; a full yearly limit of HKD 25,000; an account balance of HKD 3,000 • Intermediate verified account users have a single transaction limit of HKD 5,000; a single daily limit of HKD 10,000; a full yearly limit of HKD 100,000; an account balance of HKD 100,000 • Advanced verified account users have a single transaction limit of HKD 5,000; a single daily limit of HKD 20,000; a full yearly limit of HKD 200,000; an account balance of HKD 100,000 • All users have a single limit of HKD 2,000 if the transfer is from WhatsApp / SMS. • Annual Lucky Money limit is equivalent to the limits set for in-store payments, online payments, and cash withdrawal.
  • Lucky Money Refund
    Unopened lucky money will be returned to your account within 24 hours (normally within an hour).
  • Can I cancel the Lucky Money if send to the wrong person?
    The Lucky Money payment cannot be refunded after sent. However, unopened lucky money will be returned to your account within 24 hours (normally within an hour).
  • Can I receive Lucky Money without an AlipayHK account?
    Yes. However, if you want to use the money or collect more in the future, you will need to install the AlipayHK.
  • Transaction Fee
    1. No transaction fee is required if the Lucky Money is paid by balance. 2. The transaction fee of Credit card (Visa / MasterCard, local issuance only) depends on verification level*: monthly limit for unverified accounts is HKD 500, HKD 1,000 for Intermediate ID Verification and HKD 2,000 for Advanced ID Verification. Any excess will be charged a handling fee of 1.5% for Bank of China credit cards and 3% for other credit cards. The making of transfer and sending of lucky money by credit card shall be included in and counted towards the same limit.
  • How to send Lucky Money
    1. Tap "More" on Application Centre on homepage, find and tap "Luky Money", tap "Send". 2. the amount of each Lucky Money will be different if you select "Random"; the amount of each Lucky Money will be the same if you select "Even Share". 3. Enter the total amount and quantity, then tap "Pay and Send". 4. Enter the payment password. 5. Select social media channel (e.g. WhatsApp) to distribute to friends.
  • Unable to collect payment and collection limit
    Failure to receive money may be due to the limit set for your account verification level being exceeded: • Unverified account users have a single transaction limit of HKD 2,000; a single daily limit of HKD3,000; a full yearly limit of HKD 25,000; an account balance of HKD 3,000 • Intermediate verified account users have a single transaction limit of HKD 5,000; a single daily limit of HKD 10,000; a full yearly limit of HKD 100,000; an account balance of HKD 100,000 • Advanced verified account users have a single transaction limit of HKD 5,000; a single daily limit of HKD 20,000; a full yearly limit of HKD 200,000; an account balance of HKD 100,000 • The annual collection limit as listed above also applies to top up, credit card transfer and etc.
  • How to collect payment
    Ways to collect payments: 1. Tap "Collect" at the bottom right on homepage, show the QR code on the page to the payer, the payer sets the payment amount to complete the transaction. 2. Tap "Collect" at the bottom right on homepage, tap "Set amount", enter the total amount and no. of people (the total amount will be divided evenly according to the number of people), after your confirmation, you can notify the payee via social media (such as WhatsApp) to complete the transaction.
  • Transfer purpose and the source of funding
    As per Hong Kong AML and CTF regulations, we are required to inquire about the nature of each transfer.
  • Reasons of Remittance Failure
    The rejection of a remittance application could be due to: 1. An error in the information provided; 2. Lack of cash withdrawal within 10 days after selecting Cash Withdrawal as your remittance method; 3. The receiver's GCash wallet is not verified; 4. Account security. Remittances involving below reasons will be refunded in full, and no handling fee will be charged, and the refund time must be based on the method of receiving the remittance: 1. If the remittance information provided is incorrect, the relevant payment will be returned after 10 days; if you choose to use "cash withdrawal" as the method of receiving the remittance, it will take an extra 7 days to return 2. If the bank information provided is incorrect, the payment will be returned in one week
  • Processing time
    The remittance processing time varies depending on the chosen remittance method: 1. Cash withdrawal: If the remittance was made between 9:00am- 6:00pm (GMT +8), the cash should be ready for pick up after 15 minutes of successful remittance 2. Bank Deposit: The processing time may vary depending on selected banks, please allow 1-2 business days before checking 3. GCash: The remittance should be available instantly. GCash service is also available 24 hours a day, 7 days a week If the information provided is incorrect, the remittance will fail, and the refund time must be based on how the remittance was received: 1. If the remittance information provided is incorrect, the relevant payment will be returned after 10 days; if you choose to use "cash withdrawal" as the method of receiving the remittance, it will take an extra 7 days to return 2. If the bank information provided is incorrect, the payment will be returned in one week
  • Ways to collect remittance
    There are three methods of receiving remittance: 1. Cash withdrawal: Upon successful remittance, there will be a transaction code on the remittance receipt. Simply present the transaction code at any Cebuana or Palawan outlets to collect in cash. (15 mins to the account) 2. Bank deposit: The payee will need to verify with the relevant bank on if the remittance was processed. (1 working day to the account) 3. GCash: The remittance will appear in the relevant GCash account. (immediate to the account)
  • Amount limitations
    The verification level should be of Intermediate or Advanced level. • For Intermediate accounts, the maximum remittance limits are HKD 5,000 daily and HKD 60,000 annually (limit inclusive of other transactions) • For Advanced accounts, the maximum remittance limits are HKD 5,000 daily and HKD 100,000 annually (limit inclusive of other transactions) • Remittance, in-store payments and online payments shall be included in and counted towards the same limit • The minimum remittance amount is HKD 100 per transaction
  • How to use FPS
    Tap "Transfer" at the bottom left on homepage, select the transfer payee OR enter the phone number or bank account number of the payee, select the transfer method as FPS, select the payee's FPS account, enter and confirm the transfer amount, and enter the payment password to complete the transaction
  • FPS Registration
    Tap the menu buttom at the upper left corner on homepage, tap "Settings", tap "FPS Addressing Service", tap " View details ", enter the verification code and then follow the instructions.
  • Transaction fee
    1. No transaction fee is required if making transfer via balance. 2. The transaction fee of Credit card (Visa / MasterCard, local issuance only) payment transfer depends on verification level*: monthly limit for unverified accounts is HKD 500, HKD 1,000 for Intermediate ID Verification and HKD 2,000 for Advanced ID Verification. Any excess will be charged a handling fee of 1.5% for Bank of China credit cards and 3% for other credit cards. The making of transfer and sending of lucky money by credit card shall be included in and counted towards the same limit.
  • Remittance Method
    1. According to regulatory requirements, intermediate or advanced account verification must be completed before any remittance transactions. 2. Click "More"-"Remittance" in the application centre in the middle of the homepage. (Recommendation: "Homepage Apps"-"Edit"-drag "Remittance" to the homepage application) 3. The remittance function can only be used if users use his balance as funding channel. Please ensure that the account has sufficient balance first. 4. On the remittance page, tap "New Remittance"- select the remittance destination - select the recipient's payment method - enter the amount - enter the beneficiary information - complete the transaction after confirmation.
  • Transaction fee
    1. No commission for the first monthly remittance. 2. Subsequent remittances will be charged a HKD 15 transaction fee.
  • Exchange rate
    International exchange rates are provided in real time by partner institutions EMQ.
  • Supported countries & currencies
    We currently support international remittance to the Philippines in the Peso currency. We are working hard to expand the service to more countries and regions. Please stay tuned!
  • Remittance payment method
    The remittance function can only be performed through balance transactions. Please ensure that your account has sufficient balance.
  • Make a transfer
    The methods are as follows: 1. Tap “Transfer” at the bottom left of the homepage, select the payee / enter the phone number or AlipayHK account number, select the transfer method (including instant transfer, WhatsApp, FPS or SMS), enter and confirm the transfer amount, choose payment Method (such as credit card), tap "Confirm", Enter the payment password to complete the transaction. 2. On the homepage, click "Scan" on the lower left corner, scan the counterparty's payment QR code, enter and confirm the amount, select the payment method (such as a credit card), tap "Confirm", enter the payment password to complete the transaction. 3. On the homepage, tap "Transfer" at the bottom left, tap "Records", Select your payee, tap "Transfer again", Follow the instructions in Method 1 above to complete the transaction..
  • Payment methods
    Payment can be made by balance, credit card (Visa / MasterCard, local issue only) or FPS.
  • Transfer to Alipay China
    Currently, AlipayHK only supports transfers to AlipayHK accounts, not Alipay China accounts.
  • Cancel transfer
    1. Through instant transfer or FPS transfer: The payee can receive the payment immediately, and the confirmed transfer transaction cannot be cancelled. 2. Via WhatsApp or SMS: The payee needs to confirm within 24 hours to receive the payment. Before the other party confirms the payment, the payer can cancel the transaction at any time. If the receipt has not been confirmed within 24 hours, the relevant amount will be automatically returned to the payer. * Please ensure that the payee details are correct before transferring money. At the same time, it is recommended that users should set names and profile picture for payees to ensure the transfer is correct.
  • Transferred into an incorrect AlipayHK account
    If you transferred to the wrong account, please call our customer service hotline: 852-2245 3201, office hours: Monday to Sunday, 9:00 am-9:00 pm. After receiving your information, we will assist in contacting the payee to return the money; if the payee refuses to return it, we recommend that you call the police for assistance.
  • Transfer not received
    Extra time maybe required for the system to proceed with transfers. We suggest checking again in 24 hours. If the transfer still has not been received, please call our customer service hotline at 2245 3201 (Mon-Sun, 9am-9pm) for immediate assistance. Thank you.
  • Unable to transfer
    Reasons for the failure: 1. Exceeded the trasfer limit of the verfication level 2. Exceeded the limit of your linked credit card or bank account 3. Insufficient balance The transfer limit must be based on the account verification level: • Unverified account users have a single transaction limit of HKD 2,000; a single daily limit of HKD3,000; a full yearly limit of HKD 25,000; an account balance of HKD 3,000 • Intermediate verified account users have a single transaction limit of HKD 5,000; a single daily limit of HKD10,000; a full yearly limit of HKD100,000; an account balance of HKD 100,000 • Advanced verified account users have a single transaction limit of HKD 5,000; a single daily limit of HKD 20,000; a full yearly limit of HKD200,000; an account balance of HKD 100,000 • All users have a single limit of HKD 2,000 if the transfer is from WhatsApp / SMS. • Annual transfer limit is equivalent to the limits of in-store payments, online payments, and cash withdrawal.
  • Amount limit
    The transfer limit must be based on the account verification level: • Unverified account users have a single transaction limit of HKD 2,000; a single daily limit of HKD3,000; a full yearly limit of HKD 25,000; an account balance of HKD 3,000 • Intermediate verified account users have a single transaction limit of HKD 5,000; a single daily limit of HKD 10,000; a full yearly limit of HKD100,000; an account balance of HKD 100,000 • Advanced verified account users have a single transaction limit of HKD 5,000; a single daily limit of HKD 20,000; a full yearly limit of HKD200,000; an account balance of HKD 100,000 • All users have a single limit of HKD 2,000 if the transfer is from WhatsApp / SMS. • Annual transfer limit is equivalent to the limits of in-store payments, online payments, and cash withdrawal.