Help
1. What is a Payment Account?

A Payment Account is a bank account that provides small-value mobile payment and funds transfer services by BOCHK. BoC Pay safeguards your primary bank account and supports online account opening. With BoC Pay, you can make payments via UnionPay (local and cross-border) and FPS network, and funds transfers (both intra-bank and inter-bank), etc.

Customers who do not have BOCHK bank accounts and BOC Credit Cards are eligible to register for a Payment Account. For more details please refer to "What is BoC Pay?" > "Who is eligible to register for BoC Pay?" and "BoC Pay Terms & Conditions".

A Payment Account supports functions such as account top-up, transfer to bank, account information inquiries, funds transfers between BoC Pay users, FPS inter-bank transfers and receiving funds, and making payments with QR code in Hong Kong and the Mainland.

The annual transaction limit for Payment Account is capped at HKD100,000. If you would like to upgrade your Payment Account, please visit any one of our branches to open a BOCHK Bank Account and upgrade your Payment Account with BoC Pay to enjoy more comprehensive services.

A) Account Registration

A1. Why should I register for a Payment Account?
Opening a Payment Account via BoC Pay saves you the trouble of visiting a physical branch in person. You can use it for mobile payments and funds transfers.

A2. How many Payment Accounts can I have?
Each eligible customer can only have one Payment Account.

A3. Where can I open a Payment Account?
You can only open a Payment Account via BoC Pay.

A4. What currencies are supported by a Payment Account?
A Payment Account uses Hong Kong Dollars as the currency for settlement. Other currencies including Hong Kong Dollars and Renminbi are also supported for payment transactions (subject to acceptance by the UnionPay network).

A5. Can I register for a joint-name Payment Account?
No, we only accept single-name Payment Account registration.

A6. Why do I need to provide a valid mobile number?
Transaction security is a prime concern of BOCHK. To open a Payment Account, we need your mobile number to send you an SMS one-time password as well as confirmation notifications.

A7. Why do I need to provide a valid email address?
Transaction security is a prime concern of BOCHK. We need your email address to send you transaction notifications.

A8. Can I register for a Payment Account if I have the New Hong Kong Smart Identity Card?
Yes.

A9. Can I register for a Payment Account if I am not a holder of a Hong Kong Identity Card?
BoC Pay does not support non-HKID card holders to register for a Payment Account at this stage. To use BoC Pay service, you can go to any of our branches to open a bank account, if needed.

A10. What are the nationality requirements for registering a Payment Account?
BoC Pay only accepts customers whose nationality (Country / Region) is "China", "Hong Kong, China" or "Macao, China" to register at this stage.

A11. Can I open bank accounts in a branch if I have registered for a Payment Account?
Yes. If you hold both a Payment Account and bank accounts, the personal data provided by you when you register for bank accounts shall prevail.

A12. Is a Payment Account an interest-earning account?
No.

A13. What should I do if there is an alert message saying "Application in process, account should be effective on next working day" when registering for a Payment Account?
This alert message means your registration is being processed. Although you can still log onto BoC Pay, you will not be able to make any transactions at that point. You will be notified via SMS and email about the outcome of your registration. You can start using the BoC Pay service upon receiving a successful account opening notification.

A14. Why did my registration for a Payment Account fail?
There are various reasons. For instance, the images taken (e.g. HKID capturing and Face Recognition) were out of focus or blocked by glare or shadow which led to failure in verification.

A15. I noticed that Artificial Intelligence (AI) will be used for HKID verification during the Payment Account registration. What are the considerations when AI verifies my HKID?
The service provider uses an AI engine to recognise the images and visual security features of your HKID card. AI is used to compare the submitted HKID image to a genuine HKID template. The AI engine is configured to recognise signs of manipulation, including stuck-on photos, missing data fields, manipulation of HKID number, and misplacement of features such as stereo laser picture, chip, and background pattern etc. The verification result returned by the service provider takes the AI's judgment into consideration.

B) Account Settings

B1. Is there a cap on my daily transaction limit?
Your daily transaction limit is capped at HKD10,000 (only payment amounts will be counted, deposit amounts will not be counted).

B2. Can I adjust the daily transaction limit on my Payment Account?
You can adjust the daily transaction limit on your Payment Account, subject to a cap of HKD10,000.

B3. Is there a cap on the balance limit on my Payment Account?
The balance limit on your Payment Account is capped at HKD10,000.

B4. Can I adjust the balance limit on my Payment Account?
No.

B5. Is there a yearly cap on the transaction limit on my Payment Account?
The yearly transaction limit on your Payment Account is capped at HKD100,000 (only payment amounts will be counted, deposit amounts will not be counted Your yearly limit will be calculated from 1 January to 31 December). Your yearly transaction limit tally will not be reset when you cancel your original Payment Account and register for a new one.

B6. Can I set the yearly transaction limit on my Payment Account?
No.

B7. How can I amend the submitted personal information after opening the Payment Account (such as my name, nationality, mobile number, email address and residential address)?
If you hold a Payment Account and personal accounts/services maintained by us, you can fill in the "Contact Information Amendment Form (Personal Customer)" and "Customer Information Amendment Form (Personal Customer)", and submit these forms to any one of our branches to amend your personal information after opening the Payment Account. If you only hold a Payment Account, you can cancel the original Payment Account and register for a new one to update your personal information.

B8. Will BoC Pay display my personal information (such as my nationality, mobile number, email address and residential address)?
No.

B9. Are the "Contact Information Amendment Form (Personal Customer)" and "Customer Information Amendment Form (Personal Customer)" downloaded from Internet applicable to Payment Account?
These forms are only applicable to the customers who hold a Payment Account and personal accounts/services maintained by us. Submitted personal information will be updated across all your accounts maintained by us. Forms are not applicable to customers who only hold a Payment Account. If you only have a Payment Account and wish to update your personal information, you can simply cancel the original Payment Account and register for a new one.

C) Account Transaction

C1. Can I make a payment if I have insufficient balance in my Payment Account?
The payment transaction will be rejected if the balance in your Payment Account is insufficient. Please to ensure you have sufficient balance in your Payment Account before making a payment.

C2. Can my Payment Account be over-drafted?
No.

C3. How do I check my transaction records?
You can view the balance of your Payment Account and transaction records of the past 180 days in BoC Pay. Transaction records and balance will not appear in your consolidated bank statement (if any), and no separate bank statements will be provided. You can view the latest deposit and payment transactions for your Payment Account in BoC Pay. We can provide written transaction records for a specified timeframe, subject to fees and charges upon request (for more details, please visit https://www.bochk.com/en/servicecharge.common.html). The fees are shown under "Other Services" > "Request for savings / fixed deposit account records".).

C4. What can I do if I have already reached my maximum daily transaction limit?
Your daily transaction limit is capped at HKD10,000. If you have reached this limit, you can only perform transactions on the next day.

C5. What can I do if the system displays the "transaction failed" message?
You can check the reasons for transaction failure in BoC Pay and take corresponding measures. For assistance, please call our Personal Customer Service Hotline on (852) 3988 2388.

C6. How do I transfer the remaining balance of my Payment Account to other bank accounts (non-BOCHK bank accounts)?
You can use the "Transfer to Bank" function to transfer the remaining balance back to the bank account with the same name that you bound. The steps are as follows:

  1. Select "My Account" on the upper-right corner of the Home page (or enter via "Account Overview" in the Menu).
  2. Select "Payment Account".
  3. Click on "Transfer to Bank".
  4. Enter the amount to transfer.
  5. Enter payment passcode or use biometric authentication.
  6. Transfer to bank completed.

C7. Does Payment Account have dormant account status?
Yes. If no transactions (e.g. financial or others) are made with your Payment Account for two consecutive years, your Payment Account will become dormant. You will be able to receive funds to your Payment Account but you will not be able to make payments from it. To reactivate your Payment Account, please call our Personal Customer Service Hotline or visit any of our branches.

C8. To which account will I receive refunds of Payment Account transactions made through UnionPay?
Normally, transactions through UnionPay will be refunded directly to your Payment Account (if the deposit cannot be made to your Payment Account, we will notify you to receive the refund through one of our branches), you can check relevant transaction record(s).

D) Security & Privacy

D1. What should I do if I suspect unauthorised access to my Payment Account?
If you suspect unauthorised access to your Payment Account, you should suspend or close your Payment Account as soon as possible. Please contact us by calling our Personal Customer Service Hotline on (852) 3988 2388. There is a security alert mechanism in BoC Pay. If your mobile number has been amended, our system will alert you about the change and require you to register for a Payment Account again.

E) Fee and Charges

E1. Will I be charged for payment transactions?
At this stage, we will NOT impose any charges on individual payments or administrative fees on refunds of payments. However, we reserve the right to impose or adjust charges for services provided, with a 30-day notification via written or electronic means. To clear up any confusion, you will bear any charges incurred by text messages, mobile data usage or phone calls with your mobile service provider during the use of Payment Account services. You will also bear any taxes (including goods and services tax) under applicable laws. To know more about our fees and charges, please refer to the latest announcements or updates on our website at https://www.bochk.com.

E2. Will I be charged if I request written transaction records of my Payment Account?
If you request written transaction records and balance of Payment Account, we can provide transaction details for a specified timeframe. This may be subject to specific fees and charges. (For more details, please visit https://www.bochk.com/en/servicecharge.common.html. The fees are shown under "Other Services" > "Request for savings / fixed deposit account records".).

F) Account Closure

F1. How do I terminate my Payment Account service?
You can terminate your Payment Account service in BoC Pay. The original transaction records will not be kept after terminating the Payment Account.

F2. Can I close my Payment Account if it has a remaining balance or unused gift eVouchers?
No. Payment Accounts can only be closed when the balance is zero and when there are no unused gift eVouchers. If there is a remaining balance in your Payment Account, you can make a transfer or payment before closing it. If there are unused gift eVouchers in your Payment Account, you can use the gift eVouchers before closing it.

F3. I failed to terminate my Payment Account service in BoC Pay, what should I do?
Please contact our Personal Customer Service Hotline on (852) 3988 2388 for enquiry.

F4. How do I reactivate my Payment Account after I've closed it?
After terminating your Payment Account service, the original activated Payment Account will be closed. You are welcome to register for a new Payment Account through BoC Pay.

G) Account Suspension

G1. How do I suspend my Payment Account?
You can log onto BoC Pay to suspend your Payment Account.
To suspend your Payment Account, the steps are as follows:

  1. Select "My Account" on the upper-right corner of the Home page (or enter via "Account Overview" in the Menu).
  2. Select "Payment Account".
  3. Click "Manage".
  4. Select "Suspend Account".
  5. Enter payment passcode or use biometric authentication.
  6. Account suspension completed.

G2. Can I suspend my Payment Account if it has a remaining balance?
Yes. The remaining balance will be kept in your Payment Account.

G3. What are the implications of suspending my Payment Account?
After suspending your Payment Account, it will be deactivated immediately. You can reactivate your Payment Account in BoC Pay.

G4. How can I reactivate my Payment Account after suspending it?
You can reactivate your Payment Account in BoC Pay via "Manage" in "My Account". Reactivation will require an SMS one-time password and your payment passcode. Your daily and yearly transaction limit will not be reset after reactivation.

H) Enquiry

H1. Who can I contact if I have questions about my Payment Account service?
Please contact our Personal Customer Service Hotline on (852) 3988 2388 for enquiry.

I) Account Upgrade

I1. How do I upgrade my Payment Account?
If you have already opened a BOCHK Savings or Current Account, and enabled your ATM card or Internet Banking service, you can upgrade your Payment Account to a Smart Account. Simply complete the process via BoC Pay and your account will be upgraded to a Smart Account. The remaining balance of your Payment Account will be automatically transferred to your Smart Account. Your Payment Account will not be retained.
To upgrade your Payment Account, the steps are as follows:

  1. Select "My Account" on the upper-right corner of the Home page (or enter via "Account Overview" in the Menu).
  2. Select "Payment Account".
  3. Click on "Upgrade to Smart Account".
  4. Enter payment passcode or use biometric authentication.
  5. Fill in the information under "Internet Banking" tab or "ATM Card" tab.
  6. Complete the payment settings.
  7. Enter the SMS one-time password received.
  8. Upgrade completed.

I2. Are there any requirements about the mobile number when upgrading my Payment Account?
To upgrade your Payment Account to a Smart Account, the mobile number you used to register your Payment Account must be identical to the one you provided to us when opening your bank account.

I3. If there is a remaining balance in my Payment Account, can my account be upgraded?
Yes. The remaining balance in your Payment Account will be transferred to your Smart Account. You need to set up the daily transaction limit for your Smart Account afterwards.

I4. After upgrading my account, do I need to set up a new payment passcode?
No, your payment passcode will not be changed after upgrading your account.

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