Help Centre

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 virtual 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.

As a virtual 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.

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

Bank Code: 392
Branch Code: 752
SWIFT Code: PONCHKHHXXX

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

• 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!

No. We have no minimum account balance requirement and using our savings account service is completely free.

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!

Hong Kong Identity Card is all you need!

We accept both 2003 and 2018 version Hong Kong Identity Card.

We currently accept Hong Kong Identity Card.

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.

Currently we only accept to open an account using mobile APP.

We currently do not provide cheque related service.

You can request account blocking via our 24 Hours General Enquiry & Technical Support Hotline: (852) 3762 9900

We currently do not provide joint account service.

Conduct any payment or transfer for at least 12 consecutive months or such other period as we may set from time to time.

You may download here or simply visit your mobile device app store (iOS: App Store/ Android: Google Play) and search “PAObank” for our APPs!

The PAObank APP is free to download.

PAObank APP is supported on Apple iPhones with iOS 12.3 or above and smartphones with Android 7 or above

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.

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.

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 PAObank APP. You should be able to reset your login credentials when the process is completed.

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

You can simply contact our 24 Hours General Enquiry & Technical Support Hotline: (852) 3762 9900, we will take care of it immediately.

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

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.

You can disable the Touch ID/Face ID under the "Settings" drop down menu in our PAObank APP.

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.

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.

Our App currently supports Traditional Chinese and English.

You could only access PAObank APP only if you have access to the Internet.

As long as you have access to the Internet with a recommended device, you will be able to access PAObank APP anytime and anywhere.

If you no longer wish to receive any direct marketing materials or messages from the PAObank, 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.

If you would like to follow PAObank's latest news, please visit our website: www.paob.com.hk or enable push notification in our APP.

Please visit our website at www.paob.com.hk

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.

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.

There is NO minimum deposit requirement for opening an account with PAObank.

You may transfer fund from other banks by Faster Payment System (FPS). Please select bank name PAO Bank Limited.

We accept transfer in HKD currently. Other currencies will be available in the near future

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.

Sorry that overdraft is not available in the savings account

The information of service charges is available on our website and our APP. Please visit here or download our PAObank APP for more details.

You can request account closure via our customer service hotline (852) 3762 9900.

"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)

The handling fee is now waived to customer when transfer via FPS (including transfer in and out).

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.

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.

Each customer can register up to 2 proxy IDs, including mobile number and FPS ID.

We support fund transfer service in HKD currently.

You can login our PAObank APP and you could set your daily and single transaction limit under "Settings" > "Transaction limit Settings".

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.

There is no cut-off time for FPS. Instructions are handled in real-time at anytime.

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.

You can register FPS with your PAObank account and transfer the money to other bank accounts for withdrawal.

You can login our PAObank APP and check your balance on the homepage of the APP.

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

Step 1: Login to your PAObank APP;
Step 2: Select “e-Statement” on APP homepage;
Step 3: Select the months that you would like to view on the e-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 "Request for Paper Statement" under "e-Statement". To be environmental friendly, please note that HKD 100 would be charged for each paper statement.

You can view and download the e-Statement at "e-Statement" in the PAObank APP.

The e-Statement would be generated on the 2^nd calendar day of the following month. PAObank 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.

e-Statements will be recorded for 7 years since the first day you joined the PAObank APP. They are retrievable in the PAObank APP.

e-Advice will be generated when any transactions are made upon your savings account. You can view it at PAObank APP inbox after login.

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.