Contact Us

If you have experienced any technical difficulties, feel free to connect with our Customer Service Representative on our in-app Live Chat session.

Alternatively, you may also contact our PAObank Customer Service Representative by phone or email.

ServicePhone Number / EmailService Hours
General Enquiry and Technical Support(852) 3762 9900
[email protected]
24-Hour
(Including public holidays)

Please be aware that PAObank has engaged a third party service provider which mainly provides Customer Service and Technical Support. The third party service provider is under a duty of confidentiality to PAObank, and is strictly forbidden to expose or share any information to any unauthorized personnel. Protecting our customer personal data is always our first priority, only authorized personnel within PAObank or authorized personnel from the third party service provider shall be allowed to access to any of our data.

Office Address: Room 1903-04, NEO, 123 Hoi Bun Road, Kwun Tong, Kowloon, Hong Kong

FAQs

About PAObank

1. Who are we
PAO Bank Limited (“PAObank”), a wholly-owned subsidiary of Lufax Holding Ltd (“Lufax”) (SEHK: 6623; NYSE: LU) and a member of Ping An Insurance (Group) Company of China, Ltd. (“Ping An”) (SEHK: 2318; SSE: 601318), is committed to fostering financial inclusion and establishing a digital banking ecosystem by leveraging its extensive experience in SME banking services and its leading financial technology advantages. PAObank was granted a banking licence by the Hong Kong Monetary Authority in May 2019 to offer banking services via digital channels. PAObank is expanding diverse business segments including retail banking and SME banking.
2. Do you have a branch?
As a digital bank, PAObank does not have any physical branch. If you would like to enjoy our banking services, please download our PAObank APP or PAObank 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 PAObank 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:[email protected]
4. What is PAObank’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 PAObank?

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 PAObank 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 PAObank APP here or simply visit your mobile device App store (iOS: App Store/ Android: Google Play) and search “PAObank” 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?
PAObank 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 PAObank APP?
You may download here or simply visit your mobile device app store (iOS: App Store/ Android: Google Play) and search “PAObank” for our APPs!
2. Are there any fees of downloading the APP?
The PAObank APP is free to download.
3. What devices does PAObank APP support?
PAObank 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 PAObank 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 Username” or “Forget Password” on the login page of PAObank 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 PAObank 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 PAObank APP?
You can disable the Touch ID/Face ID under the "Menu" > "Settings" > "Security Settings" > "Enable/Change Biometric Authentication" drop down menu in our PAObank APP
12. How will your bank safeguard customer's personal information?
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. All 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 behind "firewalls" and our systems are monitored to prevent any unauthorized access.
13. Will other parties be able to access my HKID photo?
PAObank 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.) PAObank 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, Simplified Chinese and English.
15. Can I access PAObank APP if I don't have network on my device?
You could only access PAObank 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 PAObank 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 PAObank, please login our APP and find "Menu" > "Settings" > "Notification channel" or contact our 24 Hours General Enquiry & Technical Support Hotline: (852) 3762 9900 to opt out

18. Where can I find your company updates?
If you would like to follow PAObank's latest news, please visit our website: www.paob.com.hk
19. Do you have a website?
Please visit our website at www.paob.com.hk
20. Why does the Retail Mobile App look different ?
We have recently upgraded our Retail Mobile APP which would provide a more friendlier and smoother user journey. All retail banking services are still provided in the new Mobile APP.
*More services will soon be available!
21. Is the new Retail Mobile APP safe to use ?

The new Retail Mobile APP retains all the security features and defence mechanisms against any jailbroken / rooted devices to ensure that you can use the APP only under a secure and protected environment. There is also no change on our internal policy, mechanism and retention period in managing customers' personal information with the new APP.

22. Where can I find help if I encounter questions when using the new Retail Mobile APP ?

You can refer to "New Retail APP" in the "Education Centre" page, or contact our customer service hotline (852) 3762 9900.

Deposits

1. What is the minimum deposit requirement for my savings account?
There is NO minimum deposit requirement for opening an account with PAObank.
2. How to transfer fund into my account?
You may transfer fund from other banks by Faster Payment System (FPS). Please select bank name PAO Bank 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 PAObank 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 PAObank account?
If you would like to bind you mobile number with your APP account, simply click "Menu > "FPS & Transaction Limit Settings" > "FPS Registration" 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 3 proxy IDs, including mobile number, email address 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 PAObank APP and you could set your daily and single transaction limit under "Menu" > "FPS & Transaction Limit 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 PAObank account and transfer the money to other bank accounts for withdrawal.
12. How can I check my account balance?
You can login our PAObank 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 PAObank APP;
Step 2: Select “Menu" > "Monthly 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 PAObank to send you a physical copy and it will be charged. Please login PAObank APP and select “Menu" > "Monthly E-statement” > "Request Paper 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 PAObank APP.
4. When will I receive the e-Statement?
The e-Statement would be generated on the 1st calendar day of the following month. PAObank will remind you through 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 7 years since the first day you joined the PAObank APP. They are retrievable in the PAObank APP.
6. When will I receive an e-Advice and how can I view it?
Notifications will be sent through SMS / Email when any transactions are made upon your savings account. For Time Deposit e-Advice, you can view it at PAObank APP 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.

Open API

Phase 1 of Open API has been launched. The public can access PAObank’s products and services information through third-parties channels. Please click here for more details.

Compatible Browser

This website fully supports the following browsers:

  • Chrome current + 2 previous versions
  • Firefox + 2 previous versions
  • Safari + 2 previous versions
  • Internet Explorer 11
  • Microsoft Edge

Mobile device accessibility:

  • iPhone
  • iPad
  • Android Devices from 320px width upwards