FAQs

About PAOB

1. Who are we
Ping An OneConnect Bank (Hong Kong) Limited (“PAOB”), a wholly-owned subsidiary of OneConnect Financial Technology Co., Ltd. (“OneConnect”) (NYSE:OCFT) and a member of Ping An Insurance (Group) Company of China, Ltd. (“Ping An”) (HKEx:2318; SSE:601318), is committed to establishing a virtual banking ecosystem by optimising customer-centric services through its innovation and sophisticated technology. PAOB was granted a virtual banking licence by the Hong Kong Monetary Authority (HKMA) in May 2019. PAOB is developing diverse business segments including retail banking and SME banking.
2. Do you have a branch?
As a virtual bank, PAOB does not have any physical branch. If you would like to enjoy our banking services, please download our PAOB APP or PAOB SME APP from App Store or on Google Play , our APPs should be able to fulfill your saving and borrowing needs.
3. How to contact PAOB for enquiries?

You may contact our Customer Service Representative through the below channel:

24 Hours in-app Live Chat: Simply contact our Customer Service Representative
24 Hours General Enquiry & Technical Support Hotline: (852) 3762 9900
Email: paob_cs@pingan.com
4. What is PAOB’s Bank Code, Branch Code and SWIFT code?
Bank Code: 392
Branch Code: 752
SWIFT Code: PONCHKHHXXX

Account Opening

1. Who can open a personal account with PAOB?

You are eligible to open a personal account with us if you are

  1. A Hong Kong citizen who holds a valid Hong Kong Identity Card (both 2003 and 2018 version) with age 18 or above;
  2. Holding a Hong Kong phone number & Hong Kong residential address;
  3. Non-U.S. Resident/ Permanent Resident card /Green Card Holder/Resident Alien
2. What bank services will I get after opening an account?
  • HKD saving account services
  • Fund transfer & payment via Faster Payment System (FPS)
  • e-statement to view your transaction history

More services will be available in the near future, stay with us!

3. Is there any minimum deposit requirement for using PAOB Savings account?
No. We have no minimum account balance requirement and using our savings account service is completely free.
4. What is the account opening procedure?

Simply follow the steps below and you will be able to enjoy our seamless banking services. It takes around 8 minutes to open a savings account!

  1. Download PAOB APP here or simply visit your mobile device App store (iOS: App Store/ Android: Google Play) and search “PAOB” for our APP!
  2. Hong Kong ID scanning and selfie taking to verify applicants' identity
  3. Input your personal information
  4. Once approval completed, your savings account will be created!
5. What document shall I prepare when opening an account?
Hong Kong Identity Card is all you need!
6. What version of ID do you accept?
We accept both 2003 and 2018 version Hong Kong Identity Card.
7. Can I open account with passport only?
We currently accept Hong Kong Identity Card.
8. Do I have to provide additional information during account opening process?
PAOB strives to assist customers in taking steps or providing alternatives that can help satisfy the account opening processes, therefore, customers may be asked to provide additional information to facilitate the account opening process.
9. Can I open an account via Internet browser
Currently we only accept to open an account using mobile APP.
10. Can I issue or deposit a cheque?
We currently do not provide cheque related service.
11. What should I do if I want to block my account for suspected fraud or bogus calls received?
You can request account blocking via our 24 Hours General Enquiry & Technical Support Hotline: (852) 3762 9900
12. Can I open a joint account?
We currently do not provide joint account service.
13. How to avoid a dormant account?
Conduct any payment or transfer for at least 12 consecutive months or such other period as we may set from time to time.

Mobile APP

1. Where can I download PAOB APP?
You may download here or simply visit your mobile device app store (iOS: App Store/ Android: Google Play) and search “PAOB” for our APPs!
2. Are there any fees of downloading the APP?
The PAOB APP is free to download.
3. What devices does PAOB APP support?
PAOB APP is supported on Apple iPhones with iOS 12.3 or above and smartphones with Android 7 or above
4. If I am using a modified or a jailbroken/ rooted device, can I use PAOB APP?
If your device has been modified or being detected as a jailbroken / rooted mobile device, you will not be allowed to continue using our APP. A warning will appear on the screen to inform you that the device is not a proper tool to use our APP since this kind of device might be less secure or may lead to fraudulent transaction. For security reason, please use a non-modified/ non-jailbroken / rooted mobile device to use our APP.
5. Will I be able to receive SMS one-time password (OTP) when I am not in Hong Kong?
If you are not in Hong Kong and using overseas mobile service providers, the service provider may not support the receipt of international SMS. You may need to activate your roaming service to enable it for completing any instructions. Please note that fees and charges may apply and do consult your mobile service provider for more details before doing so.
6. I have forgotten my username and password. What can I do?
We strongly encourage you to keep your banking credentials secure. If you have forgotten your username and password, simply click “Retrieve user ID” or “Forget Password” on the login page of PAOB APP. You should be able to reset your login credentials when the process is completed.
7. Any requirement of setting up password?

To protect your account, your password should:

  1. contain 8-16 digits and letters
  2. contain at least one uppercase and one lowercase letter
  3. contain one special character
  4. not use 5 or more same and consecutive digits or letters
  5. not use the username as your password
  6. not use the password that being used for past 3 times
8. If my mobile device is lost and I would like to suspend my account, what should I do?
You can simply contact our 24 Hours General Enquiry & Technical Support Hotline: (852) 3762 9900, we will take care of it immediately.
9. How do I log into my account?
You can login to your PAOB APP with your user ID & password or biometric ID. You will be able to view your account details if you have successfully login to your account
10. Do you support biometric authentication for login?
We support Touch ID/Face ID for logging to the APP. You would have to trust your device by going to “Settings” in our APP in order to enable biometric authentication.
11. How do I disable Touch ID/Face ID in PAOB APP?
You can disable the Touch ID/Face ID under the "Settings" drop down menu in our PAOB APP.
12. How will your bank safeguard customer's personal information?
Network security is our top priority. We employ the Transport Layer Security (TLS), which is one of the strongest encryption technology most commonly used by large-scale online merchants, banks, and brokerages worldwide. The online sessions between you and the bank are protected by encryption, which best protects your information against disclosure to third parties. Our web servers are protected with network "firewalls" and our systems are constantly monitored to prevent any unauthorized access. The retention period of personal information provided by customers (including incomplete application) would be in accordance with the internal policy.
13. Will other parties be able to access my HKID photo?
PAOB safeguard our customer interest and customer data protection is our top priority. All photos of Hong Kong Identity Card will only be used for account opening and subsequent identity verification (e.g. fund transfer, uplift transaction limit, etc.) PAOB has high standard of cyber security precautions and strict operation guideline to follow.
14. What language can I choose on your APP?
Our App currently supports Traditional Chinese and English.
15. Can I access PAOB APP if I don't have network on my device?
You could only access PAOB APP only if you have access to the Internet.
16. Can I access the APP if I’m outside Hong Kong?
As long as you have access to the Internet with a recommended device, you will be able to access PAOB APP anytime and anywhere.
17. Can I unsubscribe advertising materials?

If you no longer wish to receive any direct marketing materials or messages from the PAOB, please login our APP and find "Edit Personal Info" or contact our 24 Hours General Enquiry & Technical Support Hotline: (852) 3762 9900 to cancel.

Please be noted that once you have disabled this service, we will not be able to notify any latest information to you directly.

18. Where can I find your company updates?
If you would like to follow PAOB's latest news, please visit our website: www.paob.com.hk or enable push notification in our APP.
19. Do you have a website?
Please visit our website at www.paob.com.hk
20. What should I do if I received bogus call?
If you receive a bogus call, please contact our 24 Hours General Enquiry & Technical Support Hotline: (852) 3762 9900. You may also leave a message to us on our live chat, our customer service officers will contact you by phone or response through the live chat on the next available time.
21. How do I report unusual account activity?

If you suspect any unusual account activities, please contact our 24 Hours General Enquiry & Technical Support Hotline: (852) 3762 9900.

You may also leave a message to us on our live chat session, our customer service officers will contact you on the next available time.

Deposits

1. What is the minimum deposit requirement for my savings account?
There is NO minimum deposit requirement for opening an account with PAOB.
2. How to transfer fund into my account?
You may transfer fund from other banks by Faster Payment System (FPS). Please select bank name Ping An OneConnect Bank (Hong Kong) Limited.
3. What currency can I transfer?
We accept transfer in HKD currently. Other currencies will be available in the near future
4. How do I know if I have interest credited to my savings account?
Interest will be credited to your savings account on every the 2nd of each month. The interest calculation period is from the second day of each month to the 1st of next calendar month.
5. Am I allowed to overdraft my account?
Sorry that overdraft is not available in the savings account
6. Where can I find your Fees and Charges?
The information of service charges is available on our website and our APP. Please visit here or download our PAOB APP for more details.
7. If I want to close my bank account, what should I do?
You can request account closure via our customer service hotline (852) 3762 9900.

Transfer

1. What is FPS?

"FPS" is the acronym of Faster Payment System which is a system launched by Hong Kong Monetary Authority (HKMA) in September, 2018. The main functions including:

1) 7 x 24 x 365 real time interbank balance transfer
2) support payments and transfer in Hong Kong Dollar (HKD)
2. Will I be charged when making transfer via FPS?
The handling fee is now waived to customer when transfer via FPS (including transfer in and out).
3. What does FPS account addressing mean?
FPS supports the use of predefined Proxy ID, i.e. mobile phone number, email address, or FPS ID(for individual accounts), to identify the payee account. If the payee has registered to use Proxy ID to associate with his/her account through the receiving bank/institution (such as SVF Licensee), the payer may just enter the Proxy ID when transferring funds to the payee account.
4. How can I bind my mobile number with my PAOB account?
If you would like to bind you mobile number with your APP account, simply click "Register FPS" in the APP. You will receive a SMS message to verify your identity. Once the verification is completed, your mobile number address will bind with your APP account.
5. How many proxy ID(s) can I register?
Each customer can register up to 2 proxy IDs, including mobile number and FPS ID.
6. What type of currency can I select for funds transfer via FPS?
We support fund transfer service in HKD currently.
7. How to set my transaction limit in the APP? (Daily / single)
You can login our PAOB APP and you could set your daily and single transaction limit under "Settings" > "Transaction limit Settings".
8. Is there anything I should be aware of before confirming a fund transfer instruction?
You should verify carefully the transferee's details (i.e. account number/mobile number/email/FPS ID) and transfer amount before confirming a fund transfer instruction.
9. What is the cut-off time for payment transfer?
There is no cut-off time for FPS. Instructions are handled in real-time at anytime.
10. What should I do if I conduct mistransfer and want to cancel it?
If you would like to cancel your payment request, please contact our 24 Hours General Enquiry & Technical Support Hotline: (852) 3762 9900 at the earliest convenience. We will assist you to contact the payee to return the funds on condition that all required information is received by us.
11. How do I withdraw money from my account?
You can register FPS with your PAOB account and transfer the money to other bank accounts for withdrawal.
12. How can I check my account balance?
You can login our PAOB APP and check your balance on the homepage of the APP.

e-Statement & e-Advice

1. How do I view my e-Statement?

You can follow the steps below to view the e-Statement:

Step 1: Login to your PAOB APP;
Step 2: Select “e-Statement” on APP homepage;
Step 3: Select the months that you would like to view on the e-Statement

2. Can I request for a paper statement?
If you would like to receive paper statement, you can request PAOB to send you a physical copy and it will be charged. Please login PAOB APP and select "Request for Paper Statement" under "e-Statement". To be environmental friendly, please note that HKD 100 would be charged for each paper statement.
3. How do I access to my e-Statement?
You can view and download the e-Statement at "e-Statement" in the PAOB APP.
4. When will I receive the e-Statement?
The e-Statement would be generated on the 1st calendar day of the following month. PAOB will remind you through push notifications, emails and SMS. Do report to our customer service officers at 24 Hours General Enquiry & Technical Support Hotline: (852) 3762 9900 if you have any enquiry.
5. How far back can I see my past e-Statement in the APP?
e-Statements will be recorded for 2 years since the first day you joined the PAOB APP. They are retrievable in the PAOB APP. If you would like to retrieve any statements that are beyond 2 years, please call our 24 Hours General Enquiry & Technical Support Hotline: (852) 3762 9900.
6. When will I receive an e-Advice and how can I view it?
e-Advice will be generated when any transactions are made upon your savings account. You can view it at PAOB APP inbox after login.
7. What can I do if I have unusual transaction showing in my account?
If you have any unusual transaction, please contact 24 Hours General Enquiry & Technical Support Hotline: (852) 3762 9900 directly by phone or or live chat session and we will look into that for you. We also suggest you to contact the merchant directly and see if this can be solved.