Do I have to fill in all the information in the bill payment instruction form?
You do not need to fill in all the information in the bill payment instruction form, as long as you can provide a screenshot or an electronic copy of the bill/invoice.
I can't upload my bills/invoices onto the bill payment instruction form. What should I do?
If you're having trouble uploading or posting your bills/invoices, try these troubleshooting tips:
Try uploading the original photo instead of an edited version. Editing photos (example: with iPhoto or Photoshop) before uploading them may cause the upload to fail.
Check the photo format. Try only uploading JPG, PDF, PNG files.
Check the size of the photo. We recommend uploading images under 25 MB.
Make sure you're using the latest version of your browser.
If you still can't upload photos, please report the problem to our customer service representative.
What will happen if my bill payment is rejected?
If your payment is rejected, please check if the payment information you provided is correct. If the issue persists, please contact your relationship manager to resolve the problem.
What happens if the fund in my account is not enough to cover the bill payment?
The bill payment will fail to proceed if funds in the account you selected are not sufficient to cover the bill payment amount. Hence, please make sure there's enough money in your account to pay for the bill. Otherwise, cancel the payment instruction and place a new instruction with an account where a sufficient balance is available.
Can I pay my bills with my credit card?
No, you can not make bill payments with credit cards.
Can I make bill payments with digital assets?
You can not repay your payments with digital assets. Only assets in your currencies account are supported. However, you may first place convert your digital assets to your preferred currency to make the bill payment.
Can I pay for other people's bills/invoices?
Yes. You can pay for your friends/family members' purchase and bill payments, as long as the bill/invoice is directed to related parties, settlor, or one of the beneficiaries.
Can I request payment of multiple bills in one payment instruction?
You can only request payment for one bill per payment instruction.
How long would it take for my bill payment to be processed?
Under normal circumstances, your bill payment instruction will be processed within five business days.
Can I request bill payment on invoices outside Hong Kong?
Yes. You can request payment on bills or invoices issued outside Hong Kong.
Is there a limit to the number of bills I can pay?
There is no limit on the bills you can pay.
What happens if the transfer date is a holiday or non-working day?
If the payment falls on a holiday or non-working day, it will be rescheduled automatically to the prior working day.