No, you do not need to be a HSBC customer to use PayMe. Although PayMe is from HSBC, you can use it to send money to anyone in Hong Kong instantly and for free, no matter which local bank you use. However, in accordance with the Stored Value Facilities (SVF) license PayMe operates under, you will need to meet a few criteria in order to be eligible to use PayMe. You must:

• Aged 18 or above when registering PayMe app; AND
• Have a valid Hong Kong Identity Card; AND
• Have a valid Visa or MasterCard credit card*

*A Visa or MasterCard single currency Hong Kong dollar personal credit card issued by a licensed bank incorporated in Hong Kong. Corporate, business, private label, dual currency and UnionPay cards are not eligible for usage with PayMe.

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No, you can create a PayMe account without an HKID if you are an HSBC credit card or bank account holder. If you are not an HSBC customer you will be asked to provide your HKID details before you transact on the PayMe app. 

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To sign up and create a PayMe account:
1. Download and install PayMe from the Google Play Store or App Store
2. Open the app and register with your Facebook account or mobile number
3. Provide your personal details when prompted
4. Read and agree to PayMe terms and conditions
5. Set up a PIN and verify your email address

You'll be asked to add a top up source (such as a credit card or bank account) to send money in PayMe. You may need to submit your HKID details and residential address to verify your identity with us.

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PayMe is only available for use within Hong Kong.

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For security, an email address can only be associated with one PayMe account at a time.

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Using Facebook to create your PayMe account does not allow PayMe to post anything to your Facebook profile or timeline. Your data in your PayMe account will remain with PayMe only and will not be passed to Facebook.

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When you log into PayMe using your Facebook account, PayMe will receive your Facebook public profile, your friends list, and your email address.  This will not allow PayMe to post to Facebook.  Your data on your PayMe account will remain with PayMe only and will not be passed to Facebook.

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A digital wallet/e-Wallet is a software application, usually for a smartphone, that serves as an electronic version of a physical wallet. It refers to an electronic device that allows an individual to make electronic transactions, such as 'Peer-to-Peer Transfer', 'Top Up' and 'Fund Out'.

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Yes. PayMe is a “Digital Wallet / e-Wallet“ which is an electronic device that allows an individual to make electronic transactions through the app to someone using their mobile phone number, including in 'P2P Transfer', 'Transfer Out to bank account' and 'Top Up with a credit card or bank account'. To be precise, PayMe is a Stored Value Facility, users can store value in PayMe wallet and make electronic transactions.

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PayMe is available on the Hong Kong iTunes Store. To change your account country or region to Hong Kong, follow the steps below:

On your iPhone, iPad, or iPod touch:
1. On your device, tap Settings > iTunes & App Store.
2. Tap your Apple ID. If you're not signed in, sign in with the Apple ID and password that you use with the iTunes Store.
3. Tap View Apple ID.
4. If prompted, enter your password again.
5. Tap Country/Region.
6. Tap Change Country or Region.
7. Tap your new country or region, then tap Next.
8. Review the Terms and Conditions and Apple Privacy Policy, then tap Agree if you agree to the terms and conditions.
9. In the prompt that appears, tap Agree.
10. Select a payment method and enter your payment information.
11. Enter your billing address and tap Next.

On your Mac or PC:
1. Open iTunes.
2. If you’re not signed in, sign in with your Apple ID.
3. From the menu bar at the top of your computer screen or at the top of the iTunes window, choose Account > View My Account.
4. Enter your password, then press the Return or Enter key on your keyboard, or click View Account.

On the Account Information page:
1. To the right of Country/Region, click “Change Country or Region.“
2. From the “Select a country or region“ menu, select your new country or region.
3. Click Change.
4. On the Welcome to the iTunes Store page, click Continue.
5. Review the Terms and Conditions and Apple Privacy Policy. If you agree, select “I have read and agree to these terms and conditions.”
6. Click Agree.
7. Enter your payment method.
8. Enter your billing address.
9. Click Continue.

For more information please refer to https://support.apple.com/en-hk/HT201389

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PayMe is available on the Hong Kong Google Play Store. To change your account country or region to Hong Kong, follow the steps below:

1. Sign into your Google account at https://payments.google.com
2. Click the Settings icon in the left-hand menu
3. Click on the Edit icon next to “Country”
4. Change the country to “Hong Kong (HK)”
5. Enter in a new Hong Kong Home Address
6. Click on the Save button
7. Open the Play Store and attempt to buy a paid app
8. Proceed to “Accept and buy“ screen (no need to complete the purchase)
9. Close the Play Store and clear data for the Google Play Store application (Settings > Apps > Google Play Store > Clear Data) or clear your browser cache
10. Re-open the Play Store. You should now see the Play Store that matches your default payment method’s billing country.

Note that it may take a few hours for Google Play to match your default payment method's billing country.

If you haven't yet added a payment method to your account, add a card directly to the Google Play with a billing address that matches your intended country location.

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PayMe prioritises security. The purpose of collecting your mobile number is for user protection and to allow users to receive timely notifications about activity on their PayMe account.

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You can request a new SMS OTP by pressing “Resend Code“.

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A SMS OTP will expire after 100 seconds. You can request a new SMS OTP by pressing on 'Resend Code'.

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You've reached the maximum limit for SMS verification.
For your security, we have temporarily suspended your account.
To unsuspend, please contact our Customer Service.

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We need your email address to contact you after you've registered for a PayMe account.

Reasons we may need to contact you include but are not limited to:

1. PayMe transaction notifications
2. Email address verification
3. Notifications regarding updates you've made to your PayMe account
4. Responding to your questions or enquiries
5. Other PayMe usage-related communications.

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Once you've entered your email address, an activation link will be sent to your email address so that you can verify your account.

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You can request a new activation link to be sent to your email address by clicking on “Resend Email“.

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An activation link will expire after 24 hours. You can request a new activation link to be sent to your email address by clicking on “Resend Email“.

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You'll only be allowed to perform one bank transfer until you provide or verify your email address.

For users who registered using Facebook, email verification is not required unless you change your email address.

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Your PayMe ID is an unique identifier and may be used to identify yourself as the genuine holder of your PayMe account when contacting Customer Service.

You can find your PayMe ID by going to menu and tap “Settings“, then “Profile“ or tap your profile photo on your PayMe home page. It is displayed under your profile picture.

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You can access your profile by going to menu and tap “Settings“, then “Profile“ or tap your profile photo on your PayMe home page.

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To add a profile photo, go to menu and tap “Settings“, then “Profile“ or tap your profile photo on your PayMe home page.

If you signed up to PayMe using your Facebook account, your PayMe profile photo will be the same as your Facebook profile photo. Please note that updating your Facebook profile photo will not change your PayMe profile photo.

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To change a profile name, go to menu and tap “Settings“, then “Profile“ or tap your profile photo on your PayMe home page.

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To change your email address go to menu and tap “Settings“, then “Profile“ or tap your profile photo on your PayMe home page.

Updating Your Email Address

1. Enter your PIN
2. Enter your new email address
3. Verify your new email address by clicking the activation link sent to your new email address.

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To change your mobile number go to menu and tap “Settings“, then “Profile“ or tap your profile photo on your PayMe home page.

Updating Your Mobile Number:

1. Enter your PIN
2. Enter your new mobile number
3. Verify your new mobile number by entering the verification code SMS sent to your new mobile number

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Touch ID/Fingerprint ID/Face ID is an easy alternative to using your 6-digit PIN. It offers a simple, secure and faster way to authorise activities using just your fingerprint or face stored on your device.

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For new users - you may enable Touch ID/Fingerprint ID/Face ID during registration.

For existing users - you may enable Touch ID/Fingerprint ID/Face ID under PayMe Settings > Security > Touch ID/Fingerprint ID/Face ID

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You may disable Touch ID/Fingerprint ID/Face ID under PayMe Settings > Security > Touch ID/Fingerprint ID/Face ID

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You can set up Touch ID/Fingerprint ID/Face ID any time if your device supports it.

Touch ID is only available for iOS 9.0 or higher.
To set up Touch ID, go to Settings on your iPhone and tap “Touch ID & Passcode” to set up.

Fingerprint ID is only available on AOS 6.0 or higher, and on the following Android devices:

§ SM-G9350 - Galaxy S7 Edge
§ LG-H990 - LG V20
§ SM-N9200 - Galaxy Note5
§ SM-G930F - Galaxy S7
§ SM-C9000 - Galaxy C9 Pro
§ SM-G9500 - Galaxy S8
§ LG-H870DS - LG G6
§ SM-G950F - Galaxy S8
§ SM-G9550 - Galaxy S8+

To set up Fingerprint ID, go to Settings on your Android device to set up.

Face ID is only available for iPhone X.
To set up Face ID, go to Settings on your iPhone and tap “Face ID & Passcode“

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You may use Touch ID/Fingerprint ID/Face ID to replace your PIN for authorisation. However, after 3 failed attempts, you will need to use your PIN again.

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It is only an option for better user experience. Users can enable it as desired and switch it off anytime.

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No, PayMe will never store your fingerprints or face. Your fingerprints and face are stored on your device only, PayMe will not store your fingerprints or face nor will PayMe keep it elsewhere.

Please note that any person with a face stored on this device or whose face is similar to a face stored on this device (such as a twin or a sibling) may have access to your PayMe account, so please be cautious if you share your device.

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You can use the fingerprints or face stored on your device to access PayMe. Your fingerprints or face will not be stored in PayMe.

Please note that any person with a face stored on this device or whose face is similar to a face stored on this device (such as a twin or a sibling) may have access to your PayMe account, so please be cautious if you share your device.

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It means that the Touch ID/Fingerprint ID/Face ID records on your iPhone/Android device have been updated since your last PayMe visit. For security reasons, you will need to confirm this change with your PIN in order to keep using Touch ID/Fingerprint ID/Face ID in PayMe.

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If you change your fingerprint or face settings on your device, you will need to confirm your fingerprint or your Face ID again the next time you open PayMe.

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Any person with a fingerprint stored on this device will have access to your PayMe account, so please be cautious if you share your device.

Please note that any person with a face stored on this device or whose face is similar to a face stored on this device (such as a twin or a sibling) may have access to your PayMe account, so please be cautious if you share your device.

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Touch ID is only available for iOS 9.0 or higher.
To set up Touch ID, go to Settings on your iPhone and tap “Touch ID & Passcode” to set up.

Fingerprint ID is only available on AOS 6.0 or higher, and on the following Android devices:

§ SM-G9350 - Galaxy S7 Edge
§ LG-H990 - LG V20
§ SM-N9200 - Galaxy Note5
§ SM-G930F - Galaxy S7
§ SM-C9000 - Galaxy C9 Pro
§ SM-G9500 - Galaxy S8
§ LG-H870DS - LG G6
§ SM-G950F - Galaxy S8
§ SM-G9550 - Galaxy S8+

To set up Fingerprint ID, go to Settings on your Android device to set up.

Face ID is only available for iPhone X.
To set up Face ID, go to Settings on your iPhone and tap “Face ID & Passcode“

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Yes. Your 6-digit PIN is always available and you can always switch between using Touch ID/Fingerprint ID/Face ID and your 6-digit PIN.

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Please contact us immediately and we will suspend your PayMe service to stop anyone else from accessing your account.

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No, changing email address, mobile number, profile photo or any other details will not affect your PayCode. You can continue using the existing PayCode.

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PayMe prioritises security, so we ask you to set up a PIN to ensure every PayMe user is actively protecting his/her own financial information and interactions. You'll be required to enter a PIN before every financial or critical decision on PayMe.

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You'll need to set up a PIN when you register for a PayMe account.

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You can reset your PIN by going to: Menu > Settings > Security > Change PIN or by tapping on 'Forgot PIN?' when prompted for your PIN.

Changing / Resetting Your PIN.

1. We will send you an email with a link to reset PIN.
2. After clicking on the link you can create a new PIN.

Once your PIN has been successfully updated, you'll receive a push notification and email for successfully resetting your PIN.

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If your PayMe account has been suspended, you can contact Customer Service for support by visiting the “Need Help?“ section in-app or on our website and submitting a question (query).

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You'll need to add an HSBC bank account in order to top up your PayMe account or transfer money from your PayMe account to it.

A bank account also lets you take full advantage of PayMe's highest limits.

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You can use any personal HKD bank account issued by a licensed bank incorporated in Hong Kong.

HSBC bank account holders can use the following HKD personal bank accounts:
• Passbook Saving
• Integrated Account (Saving/Current)
• Statement Saving
• Standalone Current
• SuperEase Account
• University Student Account

Joint bank accounts can be linked to PayMe as transfer bank accounts.

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Please check your bank account details with your bank.

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You'll need to add a credit card to top up your PayMe account instantly.

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You can add a credit card to your PayMe account with the following steps:
1. Go to Settings
2. Go to Banks & Credit Cards
3. Tap Link a Credit Card
4. Enter Credit Card Details

You may be required to authenticate, usually with a code sent via SMS by your card issuer.

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You can remove a credit card by going to Menu > Settings > Banks & Credit Cards. Tap on the credit card you wish to remove and then tap 'Remove' to remove it.

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You can use any personal HKD Mastercard or Visa card issued by a licensed bank incorporated in Hong Kong.

HSBC credit card holders can use the following personal HKD credit cards:
• Premier
• Platinum (including Green Card)
• Advance Platinum
• Visa Gold
• Master Gold
• Classic Visa
• MasterCard
• Visa Signature Card

Unfortunately, we do not accept commercial or corporate credit cards at this time.

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3D Secure ensures safe online transactions by authenticating the cardholder's identity at the time of purchase. It is performed via services such as 'Verified by Visa' and 'MasterCard SecureCode'. When adding a card, you may be required to authenticate, usually with a code sent via SMS by your card issuer.

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Please check that the details you enter are correct and that the card has not expired. If you still have trouble, please check your details with your credit card issuer.

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Each credit card can only be added to one PayMe account.

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There are a few ways you can add an HSBC bank account to your PayMe account:
• You can add an HSBC bank account at any time by going to Menu > Settings > Banks & Credit Cards and then tapping ‘Link a bank account’ under ‘Your default top up source’
• If you’re a new user who hasn’t added any top up source yet, you can tap ‘Top up’ or ‘Pay’ and add an HSBC bank account when prompted
• If you’ve already added a credit card as a top up source, you can add an HSBC bank account once you complete a top up or pay transaction

Please keep in mind when linking an HSBC bank account to your PayMe account:
• Linking an HSBC bank account is instant, so please ensure that your HSBC bank account holder name, bank account number and HKID number are correct.

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The PayMe app can identify a credit card's authenticity based on the credit card number provided.

The purpose of verifying a credit card is so you can top up your PayMe account and start transferring funds to your friends.

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There are two ways you can remove an HSBC bank account from your top up sources in PayMe:

• You can go to Menu > Settings > Banks & Credit Cards and then tap '...' in the top right corner to choose a bank account. Tap 'Remove' to remove it.
• You can go to Menu > Settings > Banks & Credit Cards and then swipe left on the bank account you wish to remove. Tap 'Remove' to remove it.

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You may need to provide us with an original copy of your HKID and your nationality details in order to use PayMe. We need it to determine your eligibility for the service and to protect all our customers.

You can provide your HKID and nationality details when prompted in PayMe.

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It should take us around 1-2 minutes to process your HKID and nationality details once we've received them. However, this process may take up to 1 working day for some customers.

Once your details have been verified, we'll let you know by sending you an email and a push notification.

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You can add only one bank account and one credit card to your PayMe account as top up sources.

You can add only one bank account to your PayMe account to transfer balance into.

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You can use a sole-named personal HKD HSBC bank account to top up your PayMe account.

If you don't have an HSBC bank account, don't worry, we'll be supporting non-HSBC bank accounts soon!

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Yes, a copy of your HKID will be kept on file securely to determine your eligibility for the service and to protect all our customers.

Security is a top priority for PayMe, so all personal data collected to process applications, operate your PayMe account or for customer service purposes will never be shared with any unauthorised third parties or used for direct marketing unless you've agreed to receive direct marketing materials when you signed up.

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Please ensure that the copy of your HKID is clear, within the frame and that the text on it is legible.

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No, you must take a photo of your actual HKID, with no modifications or additions.

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Each bank account can only be added to one PayMe account.

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No, we do not accept dual currency credit card at this time. HKD is the only currency we accept at the moment.

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Your bank account details will be verified so you can use your bank account to top up your PayMe account and start making transactions with your friends.

We'll be able to verify your bank account details based on the bank account details you provide us.

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Yes, you'll need to update your credit card details before making any top ups as your credit card information will be verified before each top up.

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No, while we have top up limits set in place, you'll need to contact your bank to set a different limit for your bank account.

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Please wait while we verify your HKID details. We're doing our best to complete this process quickly and we'll get back to you as soon as possible.

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Yes, even if your HKID verification was unsuccessful, you can still transfer balance in your PayMe account to your bank account at any time. However, you won't be able to use other PayMe functions such as 'Top up' or 'Pay'.

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No, you can rest assured that the full verification process - including verification of your personal identity through your HKID details - must be completed before a bank account can be used for top ups in PayMe.

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Your transaction limits are automatically increased once your HKID details have been submitted and successfully processed or you have successfully added an HSBC bank account for top up.

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Your bank account top up may take a while to reflect in your PayMe balance. If you do not see it reflected in your PayMe balance , please contact our customer service team for assistance.

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No, you must use a bank account under your own name. We'll verify whether the bank account belongs to you by checking it against the HKID details you submitted.

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Yes, you can use the same bank account for top ups and transfers. You can update or change your bank account details at any time by going to Menu > Settings > Banks & Credit Cards.

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There are a few ways to add a bank account to transfer your PayMe balance into:
• Go to Menu > Settings > Banks & Credit Cards and tap 'Link a bank account' under 'Your default bank transfer account'
• If you're a new user who hasn't linked a transfer bank account yet, you can tap 'Transfer to Bank' and add a bank account when prompted
• If you've added a bank account for top ups but not one for transfers yet, your bank account for top ups will be set as your default bank transfer account

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There are two ways to remove a bank account you can transfer your PayMe balance into:
• You can go to Menu > Settings > Banks & Credit Cards and then tap '...' in the top right corner to choose a bank account. Tap 'Remove' to remove it.
• You can go to Menu > Settings > Banks & Credit Cards and then swipe left on the bank account you wish to remove. Tap 'Remove' to remove it.

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If you remove your HSBC bank account as a top up source, you won't be able to use it to top up your PayMe account anymore. However, the Direct Debit Authorisation (DDA) will not have been cancelled and your bank account details will still be kept in our records so you'll be able to link it to your PayMe account again easily if you change your mind.

If you wish to cancel the DDA for your HSBC bank account, you'll need to contact the bank directly. Once we have received notice from HSBC to cancel the DDA, your bank account details will be removed from our records in accordance with our normal record retention period (usually six months after the notice has been received by us).

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For now, you can only use sole-named personal HKD HSBC bank accounts. Joint and corporate bank accounts cannot be used in PayMe at this time.

If you don't have an HSBC bank account, don't worry, we'll be supporting non-HSBC bank accounts soon!

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You may have reached your Direct Debit Authorisation limit. Please contact your banking customer service for assistance.

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You might be charged a handling fee. As such, please ensure that you have sufficient funds in your bank account before topping up with it.

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You'll need to cancel your HSBC DDA instructions by approaching the bank directly. This could mean either:
• Filling out and submitting a form to cancel DDA instructions with PayMe at your bank branch

Log on to HSBC Personal Internet Banking and go to My banking > tap 'Autopay' under 'Move Money' > tap 'Manage autopay' on the left of the screen > tap 'Show details' for each future-dated payment > tap 'Delete instruction' to cancel the DDA instructions.

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You'll need to provide:
• the designated beneficiary’s name –PayMe (HSBC)
• the beneficiary’s account number
i. Fund-in using HSBC Account: (004) 720877117001
• your debtor reference number – this should be in the confirmation letter, email or SMS sent to you by your bank to confirm your DDA request application

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Your debtor reference number – It will be “[HKID]“ + “[User’s PayMe ID]“. This should be in the confirmation letter, email or SMS sent to you by your bank to confirm your DDA request application.

When cancel your DDA, you'll need to provide:
• the designated beneficiary's name – “PayMe (HSBC)“
• the beneficiary's account number
i. Fund-in using HSBC Account: (004) 720877117001

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The time it takes to cancel your DDA instructions will depend on how long your bank takes to process your request once they have received it.

In general, once your request has been processed, you should receive a notification and a reference number from your bank via mail, email, SMS or your preferred way of contact with your bank.

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Please refer to your bank's service charges on your bank's website for more details.

In general, there are no handling fees for cancellation of DDA instructions.

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Joint and corporate bank accounts are not supported in PayMe at this time.

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Bank account top-ups for non-HSBC accounts are coming soon, so stay tuned! In the meantime, you can use any personal Mastercard or Visa credit card issued by a licensed bank incorporated in Hong Kong.

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You should contact your issuing bank to cancel the card immediately. Next, you should remove the card from your PayMe account. To remove your card go to Menu > Settings > Banks & Credit Cards then select the card you wish to remove. You can add your new card details when you have them.

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Yes, there are limits on how much you can top up your PayMe account.You can check and increase your limits in the Limits section under Settings by submitting more information about yourself.

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Once you've added a credit card go to either Menu > Top Up or select Top Up from the home screen.

1. Enter the amount to add to your account
2. Enter your PIN

The top up transaction will appear in your transaction history and your account balance will be updated.

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You may be unable to top up your PayMe account because:

- you've reached your credit card limit, in which case you should contact your bank directly
- you do not have sufficient funds in your bank account for the top up
- your direct debit authorisation has been cancelled
- you've reached your top up limits. You can check and increase your limits in the Limits section in Settings.

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Loading money onto to your PayMe account should be immediate.

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Unfortunately, you'll not be able to cancel a top up transaction. However, you can fund-out the topped up amount to your bank account.

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Yes, your top up transaction will appear on your credit card statement.

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No, a top up is recognized as a credit card payment, not a cash advance.

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Please refer to the terms and conditions of the respective credit card rewards programme to check if this type of transaction qualifies for rewards.

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Yes, if the credit card cannot be validated, you'll receive an error message.

If the credit card can be validated but the top up has failed, you'll receive a push notification and an email letting you know the top up has failed.

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Please check with your credit card issuer to see if the transaction was processed correctly first.

If your credit card issuer has recorded the transaction, but it's not showing up in your Payme Transaction history submit a query in the app or go to our website at http://www.payme.hsbc.com.hk and we'll investigate further.

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The minimum amount you can top up is HKD 10.

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You will be sent an email every time there's movement in your PayMe account. If you did not make the transaction, you can contact Customer Service for assistance.

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Any top up you make from your credit card to PayMe will be treated like any normal credit card transaction and you should check with your card issuer.

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Sorry, PayMe top up transactions do not qualify for HSBC's spending instalment plan.

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Yes, there are limits on how much you can send to your PayMe friends or new users. You can check and increase your limits under the Limits section in Settings by submitting more information about yourself.

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To send money to an existing PayMe friend:

1. Go to “Menu“ or “Home“ and select “Pay“
2. To send money to an existing PayMe Friend, tap on his or her name.
3. Enter your amount, a note, and select the transaction visibility (you can select “Private“ or “Friends“)
4. Enter your PIN or use Touch ID to authorise this action. Payment made!

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To pay to a new user:

1. Go to “Menu“ or “Home“ and select “Pay“
2. Select the person who you want to pay by either:
a. Inputing the mobile number of your friend directly;
b. Or selecting from your contact by scrolling down to the bottom and tapping “Connect Contacts”, then:
i. Allow PayMe to sync with your contact list;
ii. Select the non-PayMe friend from your contact list.
3. Choose the messaging channel via which you want to send the request (WhatsApp or SMS).
4. Enter your amount, note, and transaction visibility (you can select “Private“ or “Friends“).
5. Tap on “Pay“.
6. Enter your PIN or Touch ID to authorise the transaction.
7. Your conversation with the intended payment recipient will be automatically opened in your selected messaging channel, with the payment request message in the messaging field.
8. Send the payment request message to the payment recipient.
9. After the recipient clicks on the link, they can accept the payment by downloading the PayMe app or transferring the amount to their bank account.

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You can tap on “Top Up“ and transfer more money into your PayMe account to proceed with your transaction.

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If you've accidentally sent money to a new user via a payment message, the transaction will appear as “Pending“ in your Pending Payments history which you can access from the Homescreen. You can cancel the pending transaction from here by tapping it and clicking the “Cancel Payment“ button.

PayMe Customer Service Support cannot undo the payments you've made to existing PayMe friends as they are processed immediately.

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A pending payment is a payment made via a payment message to a user who is not on your friend's list, and has yet to be collected by the recipient.

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You cannot edit the amount of payments once they are sent.  If the payment is still pending, you can cancel the payment and make a new payment with the correct amount.

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You are only able to cancel pending payments.

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Yes, a payment message will expire 7 calendar days after being generated.

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If you do not have the selected messaging app on your mobile phone, you can follow one of the steps below:

1. Download the selected messaging app on your phone to proceed
2. Choose another messaging app to send your payment message(s)

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We recemmend first contacting the recipient to check if they have received the payment.

If they have received the payment but it is not showing up in your transaction history, submit a question to our Customer Service who will investigate.

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No, you'll be notified that your PayMe friend has already reached their balance limit and the payment will not be successful.

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Yes, you may continue to send payments to the same friend as long as they are within the transaction limits.

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Yes, however you'll receive a message that you cannot receive the payment.

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There are no official payment receipts available. However, you'll receive push notification and an email that a payment has been completed. You may also refer to your transactions history for records of payments made or received.

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Yes, there are limits on how much you can receive from your PayMe friends. You can check and increase your limits in the Limits section under Settings by submitting more information about yourself.

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In order to collect a payment, you will have to download the PayMe app and register for a PayMe account. Don't worry, by clicking on the payment link, we will help direct you to easily download PayMe!

Once you have registered and followed the verification steps, you can then click on the payment link again to receive your payment, it's that easy!

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As a PayMe friend, the payment will be automatically deposited into your PayMe account unless you've reached one or more transaction limits

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In order to receive a payment, you'll need to download PayMe and create an account.

PayMe is a free, easy to use application designed to make payments less stressful. Try it out!

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Yes; you can request payments from your friends by following the steps below:

1. Go to “Menu“ or “Home“ and select “Request“
2. Select the person who you want to request payment from by either:
a. Selecting a PayMe friend from your existing PayMe friend list
b. Or selecting a contact from your contact list by scrolling down to the bottom and tapping “Connect Contacts”, then:
i. Allow PayMe to sync with your contact list
ii. Select the non-PayMe friend from your contact list
iii. Choose the messaging channel via which you want to send the request (WhatsApp or SMS)
3. Enter the amount you want to request along with a note, and select transaction visibility ( “Private“ or “Friends“)
4. Enter your PIN, Touch ID, Fingerprint ID or Face ID to authorise the transaction
5. If you make the request to a PayMe friend, the request will be sent in PayMe. Both you and your friend will be able to see the request in your pending transactions timelines until the payment request has been completed.
6. If you make the request to a non-PayMe friend:
i. Your conversation with the intended payment request recipient will be automatically opened in your selected messaging channel, with the payment request message in the messaging field
ii. You can then send the payment request message to the payment request recipient
iii. After the recipient clicks on the link, they will be able to pay you directly (if they are an existing PayMe user) or by downloading the PayMe app and registering an account (if they are not a PayMe user yet)

Both PayMe users will need to go through the verification steps in order to make a transaction. Don't worry, we'll prompt you when this is required.

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You'll be notified that your PayMe account now exceeds the balance limit and that you'll need to transfer the excess amount in order to receive the returning payment.

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You will be sent an email every time there's movement in your PayMe account. If you did not make the transaction, you can contact Customer Service for assistance.

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To send money to an existing or non-PayMe friend via PayCode...

1. From your Home screen, either select Pay or swipe left
2. The PayCode scanner will open
3. Scan or import their PayCode
4. Enter the amount, add your message and authorise by PIN or Touch ID/Fingerprint ID/Face ID as normal.

Payment made!

Paying via PayCode will be carried out within the PayMe app only, not via WhatsApp or SMS and no payment link will be generated.

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There are more ways than one to invite friends to PayMe!

Connect your mobile contacts list to find friends already on PayMe and invite non-PayMe contacts directly to PayMe.

To connect contacts in PayMe, go to Menu > Friends
1. Tap on “Connect contacts”
2. Allow PayMe access to your contacts (Don’t worry, we won’t store a copy of your contacts)
3. Your contacts will be loaded in PayMe. If you have a lot of contacts, this could take a few minutes
a. For contacts who are already on PayMe, you can tap the “+” icon next to their name to send them a friend request. Once they have accepted the request, they will appear in your friends list
b. For contacts who are not on PayMe yet, you can tap the “Invite” button next to their name to send them an invitation via their mobile number (WhatsApp/SMS) or email address. When they have accepted your invitation via the link and opened a PayMe account, they will automatically become your PayMe friend

You can also send money to a friend through their mobile number and invite them to join PayMe. They will automatically become your PayMe friend upon collecting the money.

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You should never accept friend requests from people you do not know. You can click “Ignore“ on the request in your Friends requests list, or ignore messages from contacts you do not recognise.

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You can see their profile page by clicking on their profile image or name to check if they are your friend. If they don’t have a profile image, you can ask your friend to add one to help you recognise them. If you are still unsure, you can view their “Transactions“ timeline on their profile page and see if they have made payments with mutual friends.

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No, while we will need access to your contact list with your permission to help you find PayMe friends more easily, the information is never stored and is only used temporarily.

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Please check with your friend to verify which mobile number they sent the payment request to. The mobile number must match with the one you registered your PayMe account with.

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Please report the details to the PayMe Customer Service team via the “Need Help?“ section in PayMe.
You can also use the usual methods to stop requests such as by blocking the contact on WhatsApp or marking the email as Junk.

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No, although requests cannot be rejected, they will expire after 7 days.

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To request money from my existing or non-PayMe friends via PayCode...

1. From your Home screen, select Request
2. Tap the PayCode icon to open the PayCode scanner
3. You can either scan or import the PayCode
4. Enter the amount, your message and authorise by PIN or Touch ID/Fingerprint ID/Face ID as normal.

Request made!

Requesting via PayCode will be carried out within the PayMe app only, not via WhatsApp or SMS and no request link will be generated.

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Yes, there are limits on how much you can transfer to your bank account. You can check and increase your limits in the Limits section under Settings by submitting more information about yourself.

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1. Make sure you've enough money in your PayMe account
2. Go to “Homepage“ or “Menu“ and select “Transfer to bank“
3. Enter the amount you would like to transfer to your bank account (Please note that transaction limits apply)
4. Enter your PIN to authorise this transaction
5. Transfer to Bank Request will be submitted
6. Your “Transfer to Bank“ transaction will appear on your “Homepage“ once successfully completed

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You may be unable to transfer money to your bank account because;

- The bank account is invalid - please try another bank account or check your account details with your bank account provider
- You've reached one or more of your transfer limits - You can check and increase your limits in the Limits section under Settings by submitting more information about yourself.
- You have not completed the verification steps in order to make a transfer to your bank account.

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If you've added a HSBC or Hang Seng bank account, bank transfers should be immediate.

For other banks, transfers should take 2-3 working days to process.

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Yes. Your bank transfers should appear on your bank statement as FROM PAYME (HSBC).

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Please contact Customer Service in-app or on our website at http://www.payme.hsbc.com.hk by heading to the “Help“ section and submitting a question.

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The minimum amount you can transfer to your bank account is HKD 0.01.

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You will be sent an email every time there's movement in your PayMe account. If you did not make the transaction, you can contact Customer Service for assistance.

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Yes, you can still transfer money out to any licensed Hong Kong bank.

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You can increase your limits by going to Settings > Limits and selecting 'Increase now'. You'll be asked to supply more information about yourself.

Alternatively, if you're performing a transaction and have hit a limit, you will be prompted to increase your limits.

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We need your residential address to conform to the bank's established procedures and comply with relevant regulations.

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Depending on your phone notification settings, you will receive an alert when your limits have successfully been increased.

You can always check your limits by going to the Limits page (Settings > Limits).

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Bank account top-ups are currently only available for HSBC account holders, but they're coming soon for everyone else. To get the higher limits you'll need to provide your Hong Kong residential address and add your bank account as a top-up source.

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When you're ready to pay, select PayMe from the available payment options presented by the business. Authorise the payment to complete it when prompted, just like when you're paying a friend.

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No, you must place your order and pay for it with PayMe using the same mobile device. You'll need to have both the business' app and PayMe installed on the device.

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No, but you can check out a breakdown of your order in the business' app you made your order in.

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Firstly, please make sure you have an active PayMe account and that you've updated your PayMe app to the latest version.

Secondly, please make sure that you're using the same mobile number in both the business' app and PayMe so as to ensure a smoother experience.

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Payments to businesses made via PayMe will not earn reward points, as they’re not classed as credit card payments.

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Your PayMe transactions to businesses will always be private by default. You can change this on the PayMe confirmation screen before you authorise the payment.

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You can use other payment methods to pay instead.

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Yes, your PayMe transaction limits still apply. Business payments count towards your P2P limits.

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Please contact the business directly to resolve disputes.

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Please contact the business directly for refunds.

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Once the business has confirmed with us that they want to make the refund, you should receive it in your PayMe account within 2 working days.

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No, we can only process refunds for orders paid via PayMe.

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Please contact the business directly to make arrangements for your refund.

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Tap on the “Self timeline“ icon on the PayMe homepage.

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You can view more details by tapping on a transaction on the PayMe Homepage.

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Your balance is the amount of cash available for use on your PayMe account. Please note that pending transfers are not included in your balance.

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You can view all your friends' transactions by tapping on the “Friends“ icon on the PayMe Home page. Only the transactions with visibility set to “Friends“ can be viewed.

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You can view all your pending transactions by tapping on the “Pending“ icon on the PayMe Homepage.

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Contact us as soon as possible through the Contact Us form on our website to report a lost device. We'll disable all active PayMe sessions.

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Yes, your transaction history will be available once you log into your PayMe account on a new mobile phone.

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The minimum OS version required to run PayMe is: iOS 8.1 or AOS 4.4 (API 19)

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There are more ways than one to invite friends to PayMe!

Connect your mobile contacts list to find friends already on PayMe and invite non-PayMe contacts directly to PayMe.

To connect contacts in PayMe, go to Menu > Friends
1. Tap on “Connect contacts”
2. Allow PayMe access to your contacts (Don’t worry, we won’t store a copy of your contacts)
3. Your contacts will be loaded in PayMe. If you have a lot of contacts, this could take a few minutes
a. For contacts who are already on PayMe, you can tap the “+” icon next to their name to send them a friend request. Once they have accepted the request, they will appear in your friends list
b. For contacts who are not on PayMe yet, you can tap the “Invite” button next to their name to send them an invitation via their mobile number (WhatsApp/SMS) or email address. When they have accepted your invitation via the link and opened a PayMe account, they will automatically become your PayMe friend

You can also send money to a friend through their mobile number and invite them to join PayMe. They will automatically become your PayMe friend upon collecting the money.

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You can view all your PayMe friends by going to: Menu > Friends

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To remove a PayMe friend, go to: Menu > Friends

1. Slide left on the name of the friend you wish to remove
2. Tap “Remove“ when prompted.

Alternatively, you can click on the 3 dots in the right-hand corner of your Friends list and then click “Remove Friend“. Tap on the friend's name you wish to remove, click the red minus button and then “Remove“ when prompted.

The person will not be notified of this action. You can add the person as a friend again through Connect Contacts.

The transaction history will still remain on your “Homescreen“ even after you've removed them from your “Friend“ List.

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You will be sent an email every time there's movement in your PayMe account. If you did not make the transaction, you can contact Customer Service for assistance.

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At the moment, no fees will be charged for using PayMe.

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You'll receive a timeout error message and be asked to try again later.

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Yes, you'll receive a push notification and an email when a transaction request is made and when the transaction is completed or rejected.

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Yes, you'll receive a push notification and an email when a transaction request is made and when the transaction is completed or rejected.

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PayMe is intended for social P2P payments between friends and family, and we believe we have taken the right balance between customer experience and protection. Over time, we will periodically review our limits and adjust them as appropriate.

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PayMe requests access to your camera for two reasons…
1. To allow you to take a photo and upload it to your profile using your phone’s camera
2. In order to utilise the QR scanner functionality for payments and requests via PayCode
For either of these features, you can allow access when prompted. However, you can always go back and deny or allow access at a later date in your device’s Settings.

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Currently, PayCodes do not have an expiry date and will remain active as long as you need them.

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A PayCode is simply our version of a QR code - it acts as your PayMe identity in QR form! PayCode makes it easier to pay or request money from new and existing friends using PayMe's in-app scanner, any other QR scanner or native camera in iOS.
And that's just the beginning - we'll be adding more ways to use PayCodes to ensure paying with PayMe is easier than ever!

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To close your PayMe account, you can go to: Menu > Settings > Close Account

Closing Your Account
1. Click the “Close Account“ button
2. Enter your PIN

You'll need to make sure that the PayMe account that you are closing has a balance of HKD 0.00

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When you close a PayMe account:

1. All pending payments are cancelled
2. You can no longer receive payments from a PayMe friend
3. You'll remain in your PayMe contacts “Friends“ List, but no actions can be performed
4. Your credit card and bank account information will be deleted

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You'll need to transfer the remaining balance to your bank account or PayMe friends before closing your PayMe account.

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If you are redirected to the Login page after closing your account, then you've successfully closed your PayMe account.

You'll receive an email with “Close Account Acknowledgement“ details, if you do not see it please check your Junk/Spam folders too.

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You should contact Customer Service regarding your PayMe account being closed without consent. Further information will be needed from you before Customer Service can perform a thorough investigation.

You can contact Customer Service in-app or on our website at http://www.payme.hsbc.com.hk by heading to the “Need Help?“ section and submitting a question.

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When you login to your PayMe account again, the app will ask whether you want to activate your closed PayMe account.
 
You can activate your closed PayMe account by simply clicking on the activation link sent to your email address.

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Your selection of “Private“ or “Friends“ will determine the visibility of your transactions.

“Friends“ is the default setting. Transaction(s) with “Friends“ as the setting will be visible on your own timeline, the recipient's timeline, and will also be visible to your other Friends and the recipient's Friends.

If you select “Private“, the transaction(s) will only be visible on your own timeline and the recipient's timeline. They will not be visible to your other Friends or the recipient's Friends.

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Yes, you can change the visibility of a payment message from ‘Friends’ to ‘Private’ instead. However, both you and your friend will not be able to change it back to ‘Friends’ if you change your mind.

You can also go to Settings > Privacy Defaults and set your future incoming transactions to ‘Private’ so that any transactions your friends send you in the future are automatically set to ‘Private’.

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Only payments that you've set with the “Friends“ visibility will appear on your PayMe friends' timeline.

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Your PayMe friends can only see transactions between you and him/her as well as any transactions you've made with the “Friends“ privacy setting.

You cannot hide your profile from your PayMe friends' contact list. However, you've an option to remove a PayMe friend. Once removed as a friend, the person will no longer see your profile, however previous transactions made between you two will still remain in both of your transaction histories.

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Your PayMe friends can only see transactions made between you and him/her, as well as transactions you've made with the “Friends“ public setting.

For transactions made with the “Friends“ public setting, only the name of the sender, the recipient name and message will be displayed to other PayMe friends. The payment amount will only be shown for you and the recipient.

For transactions made with the “Private“ private setting, only you and the recipient will see the transaction details. No other users will see the transaction.

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PayMe protects our users' personal and financial information by data encryption. Personal data may be processed and stored by members of the HSBC Group and authorized third parties, which may include processing overseas like Singapore.

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Before any transaction is performed within PayMe, you'll be required to enter a 6-digit PIN that you've previously set up.

Remember to keep this PIN only to yourself to prevent unauthorised transactions from happening.

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When you key in your PIN, a unique value with a time stamp is generated using a security token, ensuring your transaction is secure.

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To keep your information safe, please follow the steps below:

1. Do not store your PIN, bank account info, and credit card info on your mobile device
2. Avoid using free Wi-Fi access points. Use trusted Wi-Fi networks or service providers.
3. Avoid sharing your mobile device with others. Use your own mobile device to register to PayMe services.
4. Do not leave your mobile device unattended after logging on to this app.
5. Set up an auto-lock and enable passcode lock on your mobile device.
6. Do not forward your One-Time-Password (OTP), payment message, and push notifications to anyone.
7. Install and update the latest anti-virus and anti-spyware software regularly on your mobile handsets.
8. Use default browsers originally provided by the mobile devices rather than newly-installed browsers downloaded from other sources.
9. Don't use any jailbroken or rooted mobile devices.
10. Install apps on your mobile handsets from official and updated sources where appropriate.
11. Download mobile apps from official app stores, and ensure the name(s) of the app(s) you intend to download are correct to avoid fake apps.
12. Wipe data on your old mobile phone before you donate, resell or recycle it.

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All SMSs will only be sent from PayMe via our secure communication channel +852 665150007640. Otherwise, please do not provide any information.

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All emails from PayMe wil be sent from:

1) no-reply@secure-app.payme.hsbc.com.hk
2) support@secure-cs.payme.hsbc.com.hk
3) invite@mkt.payme.hsbc.com.hk
4) paymepromotions@hsbc.com.hk

We'll not ask you to provide any sensitive information. Please contact us if you receive emails from PayMe via any another address.

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Please contact your credit card issuer to report credit card fraud immediately.

In addition, please contact us by submitting an query via the “Help“ section of the app or our website at http://www.payme.hsbc.com.hk to report this case so we can investigate accordingly.

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You can default “Who will see this?“ for all of your future transactions. However, you can still tailor each transaction when sending money or upon receiving money.

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By setting “Private“ it means that you as the sender, only allow the recipient and yourself to view payments that you initiate.

By setting “Friends“ it means that you as the sender, allow friends of the recipient and your own friends to view payments you initiate.

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By setting “Private“ it means that you as the recipient, will only allow the sender and yourself to view payments that you receive.

By setting “Friends“ it means that you as the receiver, allow friends of the sender and your own friends to view payments you receive.

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If either PayMe user has selected the “Private“ setting for their “Privacy Defaults“, then any transactions between them cannot be viewed by anyone else.

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We value your privacy and we have not, do not, and will not ever store your contact list. If you would like to learn more, please take a look at our Privacy Policy that helps explain our information practices.

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You can contact Customer Service by submitting your query in the “Need Help?“ section of the app or our Website: http://www.payme.hsbc.com.hk

Please provide us with as many details as possible so we may investigate your query more thoroughly. A member of the Customer Service team will then contact you directly via a secure communication email channel.

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Our Customer Service team will aim to reply your questions within 48 hours of your initial request.

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Our Customer Service team will aim to reply your questions within 48 hours of your initial request.

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You can contact Customer Service in-app or on our website at http://www.payme.hsbc.com.hk by heading to the “Need Help?“ section and submitting a query.

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The PayMe Customer Service team is here to answer your questions and provide you with the necessary support specifically for the PayMe service.

If you've questions or require customer support for your other banking products, such as your bank account or credit card, please contact your bank directly.

If your question requires the transfer of sensitive personal data, such as your transaction details, we'll send an email to your PayMe email address with a link to a verification webpage that will require you to authenticate your identity with your PayMe email and PIN. Once your identity has been verified, you'll be able to view the information.

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You can see PayMe Terms and Conditions here: https://payme.hsbc.com.hk/terms-and-conditions

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