FAQ

A) Consumption Voucher Account

1. What is Consumption Voucher Account?

To support the Consumption Voucher Scheme, BoC Pay has introduced a new service named "Consumption Voucher Account". The Consumption Voucher Account is a sub account of the Stored Value Facility (SVF) Account for collecting and spending the consumption vouchers disbursed by the Government, which supports online account registration. With BoC Pay, you can make payments at local eligible merchants (see Q23).

  • i. Consumption Voucher Account has an expiry date and it will be deactivated after the validity period (see Q13).
  • ii. The available balance of Consumption Voucher Account is composed of "Consumption Voucher Balance" and "Self Top-up balance". The maximum amount of self top-up during the period of Consumption Voucher Scheme is HKD10,000. The remaining balance will be refunded after the validity period (see Q38).
  • iii. Consumption Voucher Account does not support person-to-person (P2P) transfers, red packet, bill payment, cross-border remittance, etc.

B) Consumption Voucher Account Registration

2. Who is eligible to register for a Consumption Voucher Account?

To register for a Consumption Voucher Account, the customer must be an existing Bank of China (Hong Kong) Limited ("BOCHK") or BOC Credit Card (International) Limited ("BOCCC") customer who has bound his/her BOCHK account (Smart Account / Payment Account) or BOC Credit Card (BOC UnionPay Dual Currency Card, including BOC i-card (Virtual Card), excluding NCB card, CYB card and BOC Additional Card) with BoC Pay. If you have any questions during the process of opening the Consumption Voucher Account, you can contact us on the Consumption Voucher Hotline (852) 3988 1822 or visit one of our branches (https://www.bochk.com/m/en/branch.html) during office hours, we would be pleased to assist you.

3. Can I register for a Consumption Voucher Account if I am not an existing customer of BOCHK or BOCCC?

Yes. You can register for a Payment Account via BoC Pay (Register > I do not have BOCHK Bank Account and BOC Credit Card). After successfully opening a Payment Account and logging into BoC Pay, you can register for a Consumption Voucher Account at the "Consumption Voucher Scheme" section and obtain the Specific Identifier for registration of Consumption Voucher Scheme. When the new round of Consumption Voucher Scheme (Phase 2) opens for registration(23 June to 23 July 2022), you can complete the registration at Government's Consumption Voucher Scheme website to collect the Consumption Voucher.

Please refer to Menu ☰ > "Help"> "Payment Account"> "Account Registration" for more details.

4. Can I register for a Consumption Voucher Account if I only have BOC Visa or Mastercard?

For credit card customers who do not have BOC UnionPay Dual Currency Credit Card, you can apply for BOC i-card (Virtual Card) via BoC Pay (Menu ☰ > "Credit Card" > "Apply for a Virtual Card"). After activating and binding the card with BoC Pay, you can register for a Consumption Voucher Account at the "Consumption Voucher Scheme" section and obtain the Specific Identifier for registration of Consumption Voucher Scheme. When the new round of Consumption Voucher Scheme (Phase 2) opens for registration(23 June to 23 July 2022), you can complete the registration at Government's Consumption Voucher Scheme website to collect the Consumption Voucher.

Please refer to Menu ☰ > "Help"> "Virtual Credit Card"> "How do I apply for a Virtual Credit Card?" and "How do I receive / activate a Virtual Credit Card?" for more details.

5. What are the benefits of using BoC Pay to collect Consumption Voucher?

For the latest BoC Pay offers/promotions, please visit our website:

https://www.bochk.com/dam/more/bocpay/en/index.html.

6. How to collect the Consumption Voucher via BoC Pay if it is my first time to collect the Consumption Voucher?

You can register for a Consumption Voucher Account at the "Consumption Voucher Scheme" section at the Home page of BoC Pay. After completing the registration, you will obtain the Specific Identifier for registration of Consumption Voucher Scheme. When the new round of Consumption Voucher Scheme (Phase 2) opens for registration(23 June to 23 July 2022), you can complete the registration at Government's Consumption Voucher Scheme website to collect the Consumption Voucher.

7. After obtaining the Specific Identifier in BoC Pay, does it mean that I have completed the registration of Consumption Voucher Scheme?

No. You must complete the registration at Government's Consumption Voucher Scheme website with the Specific Identifier in BoC Pay when the new round of Consumption Voucher Scheme (Phase 2) opens for registration(23 June to 23 July 2022).

8. The Government has disbursed Consumption Vouchers, why haven’t I received yet?

After completing the registration, you will obtain the Specific Identifier for registration of Consumption Voucher Scheme. Please note that you still need to complete the registration at Government's Consumption Voucher Scheme website with the Specific Identifier in BoC Pay when the new round of Consumption Voucher Scheme (Phase 2) opens for registration.

9. Can I make duplicate registrations?

No. You can only register once. Duplicated registrations will not be proceeded by the Government.

10. Is there any notification when the Consumption Voucher has been disbursed?

You will receive an SMS notification from our bank when the Consumption Voucher has been disbursed.

11. Is there an expiry date of my Consumption Voucher Account?

Consumption Voucher Account will be deactivated if the "Consumption Voucher Account Available Balance" is HKD0 or the Consumption Voucher is expired. After the validity period of the Consumption Voucher, the remaining "Consumption Voucher Balance" in "Consumption Voucher Account available balance" will be returned to Government automatically. If there is a merchant refunded to your Consumption Voucher Account after the validity period, your Consumption Voucher Account will be reactivated and be given a new expiry date (See Q27). The validity period of the Consumption Voucher is at the sole discretion of the Government.

12. I am using another stored value facility to collect the Consumption Voucher in Phase 1, if I switch to BoC Pay in Phase 2, what should be done and will it affect the disbursement time?

For the disbursement details of the new round of Consumption Voucher Scheme (Phase 2), please refer to Government’s Consumption Voucher Scheme Website:https://www.consumptionvoucher.gov.hk.

C) Payments with Consumption Voucher Account

13. How to make payments with Consumption Voucher by BoC Pay?

You can go to BoC Pay Menu ☰ > "Settings"> "Payment Settings"> "Default Payment Account (Merchant Payment)" and select Consumption Voucher Account as your default payment method at BoC Pay. Besides, you can also choose Consumption Voucher Account as your Payment Account when you are making payments.

14. What is the sequence of debiting if Consumption Voucher Account is used for consumption?

In general, the debit sequence for Consumption Voucher Account is Consumption Vouchers Balance > Cash Rewards (if any) > customer’s Self Top-up Balance, or other debit order specified by the Bank from time to time and may be determined at its sole discretion.

15. Will my Consumption Voucher be deducted for a failed payment?

No. Your Consumption Voucher will not be deducted for a failed payment.

16. Is there any limit per transaction when paying with the Consumption Voucher Account?

No. There is no limit per transaction for using the Consumption Voucher Account. However, it will be limited by your Consumption Voucher Account Available Balance (see Q35).

17. Can my Consumption Voucher Account be used in conjunction with "u•plan" e-coupon(s) or Gift eVoucher redeemed with Gift Points?

Yes.

The procedures of using "u•Plan" e-Coupons are as follows:

  • i. Click "Coupons" on the Home page (or enter via the Menu ☰).
  • ii. Select the e-Coupon(s) to be used under "My Coupons".
  • iii. Click on "Use coupon and pay by QR code" at the bottom.
  • iv. Enter payment passcode or use biometric authentication.
  • v. Select "Consumption Voucher Account" as the payment account.
  • vi. Present the QR code to the merchant. Use the e-Coupon and complete payment at the same time after scanning.

The procedures of using Gift eVoucher are as follows:

  • i. Select "Gift eVoucher" on the Home page (or enter via the Menu ☰).
  • ii. Select the Gift eVouchers to be used under "My Gift eVoucher". Click on "Use".
  • iii. Enter payment passcode or use biometric authentication.
  • iv. Present the Gift eVoucher QR codes to the merchant. You can swipe left to switch to the next Gift eVoucher QR code, if you are using more than one. You can click on the amount buttons above to switch Gift eVouchers.
  • v. If the merchant supports payments by BoC Pay, we suggest that you pay with BoC Pay by clicking on "Settle the Remaining Balance".
  • vi. Enter payment passcode or use biometric authentication.
  • vii. Select "Consumption Voucher Account" as the payment account.
  • viii. Present the QR code to the merchant and complete the payment after scanning.

18. Can I make a transfer or remittance by using Consumption Voucher Account?

Consumption Voucher Account only supports payments with local merchants and does not support fund transfer (P2P), red packets, bill payment, cross-border remittance, etc.

19. Can I earn Gift Points for transactions made by my Consumption Voucher Account?

No Gift Points will be rewarded for any transactions made by your Consumption Voucher Account.

20. Can Consumption Voucher Account be used for non-local transactions?

No. According to the announcement made by the Government, Consumption Voucher must be used at local retail, catering and service outlets, including retail stores and their online platforms.

21. Is there a list of merchants who accept the use of Consumption Voucher? Is there a list of merchants that do not accept the use of Consumption Voucher?

In the validity period of the Consumption Voucher, you can make payments at the categories of merchants prescribed by the bank and the Government. However, it is also limited the merchants that support payments with BoC Pay (BoC Pay does not support public transport).

As announced by the Government, the following categories of merchants are eligible to use the vouchers: local retail, catering and service outlets or their online platforms. Such as retail shops, market stalls, department stores, supermarkets, convenience stores, restaurants, fast food shops, coffee shops, recreational facilities, beauty salons, etc. In principle, Consumption Voucher cannot be used for the following transaction: payments to the Government, payments to public utilities, payments to public organizations, education expenses, purchase of financial products or services, donation, direct purchases from merchants located outside Hong Kong, person to person payments and encashment. For the latest details, please visit: https://www.consumptionvoucher.gov.hk/en/usage.html.

You can refer to BoC Pay Home page "What’s New" > "Consumption Voucher Merchant Acceptance" to find merchants that accept BoC Pay. You can also visit: https://www.bochk.com/dam/more/bocpay/en/shop.html.

22. What would happen if there is an insufficient balance of Consumption Voucher Account when making a payment?

BoC Pay will pop up a "Top-up Now" message if you do not have enough balance of the Consumption Voucher Account to make the payment. After choosing "Top-up Now", you will be redirect to the top-up page, input your top-up amount and to top-up manually.

Please note that if the payment amount exceeds the total balance limit in the Consumption Voucher Account (include "Consumption Voucher Balance" and "Self Top-up Balance"), the transaction will be declined. You may want to make a payment with your Smart Account/Payment Account or credit card(s) that bound with BoC Pay. For more details about the "Consumption Voucher Balance" and "Self Top-up Balance", you could refer to Q35.

23. Can I still use Consumption Voucher Account after I used up the Consumption Voucher?

It depends on the available balance of your Consumption Voucher Account. The available balance of Consumption Voucher Account is composed of "Consumption Voucher Balance" and "Self Top-up Balance" (See Q35). If you have used up the "Consumption Voucher Balance" but the "Self Top-up Balance", your Consumption Voucher Account can still be used; If the available balance of your Consumption Voucher Account is HKD0, you will no longer be able to use your Consumption Voucher Account to make payments or to top-up the account.

24. Why is the "Consumption Voucher Balance" in the Consumption Voucher Scheme section not updated instantly after paying with Consumption Voucher?

After making a payment with the Consumption Voucher Account, the "Available Balance of Consumption Voucher Account" in the "Consumption Voucher Scheme" section and "Consumption Voucher Account"" in "My Account" will be updated instantly. If a payment involves the using both "Consumption Voucher Balance" and "Self Top-up Balance", it would take some time for the system to update these two balances. Moreover, you can check your latest transaction records in (Menu ☰ > "My Account" > "Transaction Records").

25. Are goods or services purchased with Consumption Voucher returnable /refundable? If the voucher has expired, can the goods or services purchased with the voucher be returned or refunded?

According to the return/refund arrangement made by the merchant, the relevant refund will be returned to Consumption Voucher Account upon mutual agreement.

If the merchant successfully refunded to the Consumption Voucher Account two weeks before the expiry date of Consumption Voucher, you must use the refunded amount before the expiry date. If the merchant has successfully refunded the Government Consumption Voucher within two weeks before the expiry date of the Consumption Voucher, the expiry date will be extended to the last calendar day of the month following the month from the date of refund.

If the merchant successfully refunded the Consumption Voucher within one month after the expiry date of Consumption Voucher, the expiry date will be extended to the last calendar day of the following month from the date of refund. If the merchant successfully refunded to the Consumption Voucher Account more than one month after the expiry period, the expiry date will be extended to the last calendar day of the next month from the date of refund.

26. If there is a refund after paying with the Consumption Voucher, how do I receive the relevant refund amount?

If the transaction is only paid with the "Consumption Voucher Balance", the refund will be fully returned to the "Consumption Voucher Balance". If the transaction involves both the "Consumption Voucher Balance" and "Self Top-up Balance" (which consists of the self top-up value and cash rewards): If it is a full refund, the refund will be based on the proportion of "Consumption Voucher Balance" and "Self Top-up Balance"; If it is a partial refund, the refund sequence will be the part paid by the "Self Top-up Balance" first (self top-up value first, followed by cash rewards(if any)) and the part paid by the "Consumption Voucher Balance" will be returned last.

27. If a refund involves the use of BoC Pay "u•plan" e-coupon(s) or Gift eVoucher redeemed by credit card Points, what will happen to the amount?

You may refer to relevant terms and conditions of the "u•plan e-coupon(s)" and "Gift eVoucher".

28. How to check my Consumption Voucher Account transaction records?

You can check your transaction records made by Consumption Voucher Account at Consumption Voucher Scheme section by selecting "Records". You can also check your transaction records in Menu☰ > "My Account" > "Transaction Records".

29. How can I check the transaction records of my Consumption Voucher Account after the completion of Consumption Voucher Scheme?

You can check your transaction records made by Consumption Voucher Account at Consumption Voucher Scheme section by selecting "Records". You can also check your transaction records in Menu☰ > "My Account" > "Transaction Records".

D) Consumption Voucher Account Management

30. Can I use my Consumption Voucher Account instantly after the application?

The Consumption Voucher Account is used to collect the Consumption Voucher disbursed by the Government. Therefore, the account will be activated upon receiving of the Consumption Voucher.

31. Can I close my Consumption Voucher Account?

During the Consumption Voucher Scheme period, if you have registered for a Consumption Voucher Account, you will not be able to close Consumption Voucher Account regardless of whether you use BoC Pay to collect your Consumption Voucher. You can close your Consumption Voucher Account after the validity period of Consumption Voucher (subject to the Government’s announcement).

32. How can I close my Consumption Voucher Account after the Consumption Voucher Scheme ends?

Go to BoC Pay Homepage > "My Account" > "Consumption Voucher Account" > "Manage" > "..." > "Close". You will receive an SMS notification if you successfully close your Consumption Voucher Account.

33. What are the compositions of Consumption Voucher Account Available Balance? Is there any balance limit?

"Consumption Voucher Account Available Balance" is composed of "Consumption Voucher Balance" and "Self Top-up Balance". "Self Top-up Balance" consists of "Self top-up value" and "Cash Rewards" (if any). There is no minimum balance limit for Consumption Voucher Account.

If you get any cash reward(s) in your Consumption Voucher Account before top up, your top up limit will be deducted; if you do not have any reward(s) in your Consumption Voucher Account within the Consumption Voucher period, your top up limit will be HKD10,000.

Example Top up limit
Before Cash Rewards HKD10,000
After Cash Rewards HKD10,000 - Reward Amount

34. How to top-up the Consumption Voucher Account?

You can top-up Consumption Voucher Account during the validity period of Consumption Voucher. The accumulative top-up limit is up to HKD10,000 for the whole period (please see Q35 for top-up limit). You can go to the "Consumption Voucher Account" in "My Account" or choose "Top-up" in the page of Consumption Voucher Scheme to top-up your account (with Smart Account, Payment Account or credit card). After topping up the account, you will receive an SMS and an email notification. If you do not have enough balance to make a payment, there will be a pop-up message suggesting you to top-up your account before re-doing the transaction. You may choose "Top-up Now" and follow the instructions to top-up your account.

35. Does Consumption Voucher Account provide auto top-up function?

Auto top-up is not supported for the Consumption Voucher Account.

36. Can the "Self Top-up Balance" to Consumption Voucher Account be returned to the accounts/credit card I used to add value?

The "Self Top-up Balance" of your Consumption Voucher Account cannot be returned during the validity period of Consumption Voucher. If there is still remaining of the "Consumption Voucher Balance" in Consumption Voucher Account after the validity period of Consumption Voucher, the balance issued by the Government will be automatically returned to the Government accordingly to the timetable set by the Government. The "Self Top-up Balance" will be automatically returned to your account within 5 working days after the expiry date of the Consumption Voucher. If you have bound a Smart Account, it will be fully returned to the Smart Account. If you have bound a Payment Account, it will be fully returned to the Payment Account. If you have only bound BoC Pay with your credit card, the remaining balance will be fully returned to your credit card. You will receive an SMS notification afterwards.

In other circumstances as we deem appropriate and necessary, we reserve the right, at our discretion, to transfer the balance in your Consumption Voucher Account to your Smart Account, Payment Account or Credit Card (as the case may be) without prior notice.

37. After the expiry date of the Consumption Voucher, why does BoC Pay not showing the remaining of "Self Top-up Balance" returned to of my original top-up account?

After the end of Consumption Voucher Scheme, the remaining of the "Consumption Voucher Balance" will be returned to the Government automatically according to the Government’s timetable. The remaining balance of "Self Top-up Balance" will be return to your top-up account automatically within 5 working days after the validity period of Consumption Voucher. You will receive an SMS notification after the balance has been returned.

38. Can I still use the remaining balance in the Consumption Voucher Account after the expiry date of Consumption Voucher?

After the expiry date, your Consumption Voucher Account will be deactivated. The remaining of the "Consumption Voucher Balance" will be returned to the Government automatically. The remaining of the "Self Top-up Balance" will be returned to your top-up account automatically within 5 working days after the validity period of the Consumption Voucher.

E) Fees and Charges

39. Will there be any charges for using the service of BoC Pay?

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/en/servicecharge.common.html.

40. Will I be charged if I request for written transaction records of my Consumption Voucher Account?

If you request for written transaction records and balance of the Consumption Voucher Account, we can provide transaction details for a specified timeframe. To know more about our fees and charges please refer to the latest announcements or updates on our website at https://www.bochk.com/en/servicecharge.common.html.

F) Security and Privacy

41. Is the service of BoC Pay safe? Do I need to log out the service after a transaction?

It is not necessary to log out the service after a transaction. To ensure the security of your account and the person who executes the transaction is the account holder, you will be asked to enter the payment passcode / use biometric authentication to authorize transactions even if have login the service, for instance:

  • i. Merchant payment, fund transfer (enter payment passcode / use biometric authentication)
  • ii. Add new recipients (need two-factor authentication)
  • iii. Balance Inquiry (enter payment passcode / use biometric authentication)

You do not have to worry about the safety of not logging out of BoC Pay.

42. Why do I need to enter my payment passcode / use biometric authentication for checking my account balance and transaction records?

To ensure the security of your account, you will be asked to enter a payment passcode or use biometric authentication to authorize transactions.

43. Why does "QR Pay" QR code expire so quickly?

To provide the service with better protection, the "QR Pay" QR code will be refreshed automatically within a specified period of time.

44. Why do I have to update the BoC Pay before using it?

To provide the best and safest experience, BoC Pay would need a compulsory update if there is any security issue or any important change. You can continue to use BoC Pay afterwards.

45. How to reset my payment passcode?

Select Menu ☰ > "Settings" > "Payment Settings" > "Reset Payment Passcode" and reset your payment passcode according to the instructions.

46. What should I do if I forgot my payment passcode?

If you are a credit card or Smart Account customer, reset your payment passcode by following these steps:

  • i. If you are logged in BoC Pay, go to the Menu ☰ and select "Settings" > "Payment Settings" > "Forgot Payment Passcode". If you are in the payment page, you can select "Forgot Payment Passcode" and choose "Input info. of the BOC Credit Card bound" or "Input info. of Internet Banking or ATM Card", depending on your credit card or bank account bound with your BoC Pay.
  • ii. If you have logged out of BoC Pay, you can select "Forgot Payment Passcode" on the login/registration page.
  • iii. Fill in the credit card information or bank credentials as instructed.
  • iv. Read and accept the terms and conditions.
  • v. Enter the SMS one-time password received to complete the authentication.
  • vi. Enter and confirm the new payment passcode.
  • vii. After resetting your passcode, you can go to the Menu ☰ and select "Settings" > "Payment Settings" > "Touch ID" or "Face ID" (depending on your device) to enable biometric authentication (if necessary).

If you are a Payment Account customer, reset your payment passcode by following these steps:

  • i. If you are logged in BoC Pay, go to the Menu ☰ and select "Settings" > "Payment Settings" > "Forgot Payment Passcode". If you are on the payment page, you can directly select "Forgot Payment Passcode" and choose "Perform ID Verification".
  • ii. If you have logged out BoC Pay, you can select "Forgot Payment Passcode" on the login/registration page.
  • iii. Capture your HKID images as instructed and verify the correctness of the information of HKID captured.
  • iv. Follow the instructions shown, such as turning your head, opening your mouth or blinking your eyes, to complete the face recognition process.
  • v. Enter and confirm the new payment passcode.
  • vi. Enter the SMS one-time password received to complete the authentication.
  • vii. After resetting your passcode, you can go to the Menu ☰ and select "Settings" > "Payment Setting" > "Touch ID" or "Face ID" (depending on your device) to enable your biometric authentication (if necessary).

47. If I lost my smartphone, will the Consumption Voucher in BoC Pay be invalid?

No, if you lost your smartphone, the Consumption Voucher in BoC Pay will not be invalid.

48. If I lost my smartphone, can I request for a temporary suspension of my Consumption Voucher Account?

Yes, you can contact us on the Consumption Voucher Hotline (852) 3988 1822, to request for a temporary suspension of your account.

Enquiries Online Chat or please call Enquiry Hotline (852)3988 1822
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