Account (Hong Kong residents)
- How can I open an investment account?
- Proof of address
- Employer's Letter of Consent
- How can I open a savings account?

Account (Visitors in Hong Kong)
- How can I open a savings account?
- How can I open an investment account?
- Proof of address
- Employer's Letter of Consent

Account & Security
- Account Introduction
  - Dormant account
  - Restricted Account
  - Update Personal Information
- Account Security
  - How can I protect my personal information?
  - Why should I update my device operating systems (OS) and apps regularly?
  - What precautionary measures should I take when using the Internet?
  - If I lost my device, or suspect that my account may have been accessed by an unauthorised third party, what should I do?
  - Can I log in to my bank account on a different device?
  - Why am I not receiving the SMS OTP code?
  - Why do you see the security warning of other application(s) with excessive privilege?
  - What should I do when I see the warning message of other application(s) with excessive privilege?
  - How secure is the communication with the authentication factor?
  - Account password
  - Biometric authentication function
- Malware Security Warning
  - Why do you see the security warning of other application(s) with excessive privilege?
  - What should I do when I see the warning message of other application(s) with excessive privilege?
- Online and Banking Security
  - General Security Questions
  - Mobile Device Security
  - Information about Anti-Deception
  - Your Responsibility
  - Understanding fraudulent calls, SMS, emails and fake promotional materials
  - Desktop Application Security Guide

Deposit
- Savings Deposit/ Time Deposit
  - What is the difference between a Savings Account and a Time Deposit?
  - How can I check the time deposit rates of different currencies?
  - When will I get my principal and interest balance back after I place my Time Deposit?
  - When will I receive my Savings Deposit interest?
  - What currency is available for a Time Deposit, and what is the minimum deposit requirement?
  - What tenor options of a Time Deposit are available?
  - Can I early uplift my Time Deposit before maturity date?
  - When can I request to early uplift my Time Deposit?
  - Can I make a Time Deposit on a public holiday? What happens if my Time Deposit matures on a public holiday?
  - What is the minimum balance requirement for Airstar Bank Savings Account?
- Money Safe
  - What is Money Safe?
  - How to activate Money Safe?
  - What is the minimum balance requirement for Money Safe?
  - How to deactivate Money Safe/adjust down the amount locked by Money Safe?
  - What accounts are eligible for Money Safe?
  - Can i still receive interest from the funds protected by Money Safe?
  - How to check the amount protected by Money Safe?
  - Any banking service can i still use with funds locked by Money Safe?
  - What will happen if i did not deactivate the Money Safe for time deposit before its maturity date?
  - Can i early uplift Time Deposit protected by Money Safe?
  - Can i change the maturity instruction for Time Deposit protected by Money Safe?

Foreign Exchange
- Can I exchange currency at any time?
- What currency can I exchange?
- Are the exchange rates up-to-date?
- Are there any fee to charge for currency exchange?
- What is the transaction limit on currency exchange?
- What can I use the foreign currency exchanged for?
- Can I set forward date exchange instruction?
- How can I transfer fund out after exchange?
- Can I exchange from CNY (USD) to USD (CNY) directly?
- How long is the exchange rate valid for?
- I mistakenly swapped the buy/sell direction. Can you cancel the transaction for me?
- Any daily limit for currency exchange?
- How can I review my currency exchange transactions?
- How can I ensure the currency exchange instruction has been submitted?

Fund Transfer
- Fund Transfer
  - How can I transfer money to other local banks?
  - How can I transfer money from other local banks?
  - What is Faster Payment System ("FPS")?
  - How do I activate FPS?
  - How do I set the transfer limit?
  - What should I do if I accidentally made a payment to a wrong party?
  - Can I cancel a fund transfer instruction?
  - What should I do if I have received funds which a transferor sent by mistake?
  - Will the payee banks perform name checking for the fund transfer initiated by me/us?
  - How many accounts I can bind for e-Deposit?
  - Is there any charge for using e-Deposit?
  - What should I do if I hold an integrated account in another bank while I want to use e-Deposit to top-up HKD & CNY account in Airstar Bank?
  - If I hold an integrated account and set up in HKD & CNY with the same account number, will you count as 1 account or 2 accounts?
  - Will you debit my designated account periodically?
  - Can I change the limit after binding the account?
  - What service does electronic direct debit authorization offer?
  - Which banks / e-wallets are supported for electronic direct debit authorization?
  - Why can't I find the relevant electronic direct debit authorization bound with my Airstar Bank account in the mobile app?
  - How can I cancel a direct debit authorization?
  - Can I pay to merchants by electronic direct debit authorization?
  - Are there any fees for local USD transfers?
  - How long does it take for local USD transfers to arrive?
- Remittance to Airstar Bank
  - How to send money to Airstar Bank
  - Airstar Bank Key Settlement Arrangements and Correspondent Bank Information (if needed)
  - Inward remittance limit
  - Currency of remittance
  - Remittance fees
  - Time for remittance processing
- Bank Securities Transfer
  - What is Bank Securities Transfer?
  - How to link bank-securities accounts?
  - Are there any handing fees for bank securities transfers?
  - How long does it take for funds deposited into a securities account to arrive?
  - How long does it take to withdraw funds from securities account to bank account?
  - What currencies are supported by bank securities transfer?
  - What is the daily limit for bank securities transfers?
  - Does bank securities transfer have to be between accounts with the same name?
  - Which securities companies are supported?
  - I have multiple accounts at my Futu securities company. How do I bind and authorize them?
  - Why is it necessary to complete the "transfer to securities" before conducting the "transfer to bank" ?
  - Why is it necessary to deposit 10,000 HKD/10,000 CNY/1,500 USD when adding a new bank card?
  - What should I do if I receive the prompt "Your ID document has not been linked to any Futu Securities account" during the bank-securities authorization process?
- FPS QR Pay
  - What can I do with the new "FPS QR Pay" function?
  - Does the QR code scanner work with non-FPS QR codes?
  - Do I have to log on to use "FPS QR Pay"function?
  - Why I cannot scan a QR code to send money?
  - Will there be any charges if I send money to another bank account via "FPS QR Pay"?
  - Why sometimes I cannot alter the payment amount?
  - Is it safe to pay via "FPS QR Pay"?
  - How can I know if the payment is completed successfully?
  - My payee cannot receive the funds, but payment had been debited from my bank account. What should I do?
- FPS App to App
  - How can I trigger the payment by using "FPS App to App"?
  - Do I have to complete the entire "FPS App to App" payment journey on the same mobile device?
  - Do I have to log on to use "FPS App to App"?
  - Will there be any charges if I settle the payment through "FPS App to App"?
  - Is it safe to pay via "FPS App to App"?
  - How can I know if the payment is completed successfully?
- Payment Connect
  - Which currencies can Airstar Bank support for cross-border inward remittance?
  - What fees do I need to pay for inward cross-border remittance?
  - What is Payment Connect?
  - What services does Airstar Bank Payment Connect provide?
  - Who can use Payment Connect to transfer money to Mainland?
  - Which Mainland banks can be remitted to by Payment Connect?
  - What is the limit of Payment Connect?
  - Can it only be transferred to same name accounts?
  - What currencies does Payment Connect support?
  - What can I do if I don’t have CNY at Airstar Bank?
  - How long does it take for Payment Connect transactions?
  - Does Payment Connect have handling fees?
  - How to cancel the wrong Payment Connect transfer instruction submitted?
- Remittance to Chinese Mainland - Remitter
  - Which countries are supported for remittance?
  - What is WeRemit (跨境汇款·微汇款)?
  - Who can I remit money to?
  - How much money can I remit?
  - Is there an age restriction?
  - Can I cancel/ modify the instruction after filling out the incorrect recipient name or recipient phone number?
  - What should I choose as the purpose of remittance?
  - Can I cancel a remittance instruction that I've already submitted?
  - How does a customer remit funds on the Airstar Bank app?
  - Will the remitted funds be refunded to the remitter if the collection of remitted funds by the recipient fails after 48 hours ?
  - How are remittance handling fees charged?
- Remittance to Chinese Mainland - Recipient
  - What do I need to receive remittance funds through Weixin?
  - How long will it take for the recipient to collect the remittance funds?
  - Why do I need to sign the Kinship Commitment Letter (亲属关系承诺书) before I can collect the remittance funds?
  - Why do I need to sign the Kinship Commitment Letter (亲属关系承诺书) before I can collect the remittance funds?
  - I did not receive the notification /SMS link.
  - I did not receive the remittance funds.
  - What are the common reasons for failure of remittance?
  - Why can I only receive 15 remittances per month?
  - Do I need to pay remittance handling fees when receiving remittance funds via Weixin Balance (微信余额) or a linked bank account?
  - Are there any fees for receiving payment?
  - Why do I need to submit supporting documents to receive remittance funds?
- Wire transfer
  - What currencies are supported for wire transfer?
  - Are there any restrictions on RMB remittances?
  - Is there a time limit for remittance?
  - What is an IBAN Number?
  - What is the maximum daily transfer limit for wire transfer?
  - How many wire transfers can be made every day?
  - What is GPI remittance tracking?
  - Why does the GPI remittance tracking always show "processing"?
  - Can GPI remittance tracking show the processing time and status of all banks (such as intermediary banks and beneficiary banks)?
  - GPI transfer tracking shows that the transaction is rejected. Why are the funds not returned to my account?
  - Can I schedule a wire transfer in advance?
  - Can I cancel a submitted wire transfer?
  - What fees will be charged for wire transfer?
  - Will the wire transfer amount be deducted from my savings account immediately?
  - Can wire transfers be automatically converted before being remitted?
  - Is there a minimum amount for wire transfer?
  - Do you accept company accounts as payees?
  - What are the current charging methods for Airstar Bank's wire transfer?
  - How long does it take for remittance to be credited after I have remitted them?
- Scheduled Transfer
  - How can I set up or manage Scheduled Transfer Instruction?
  - How can I set up the one-time Scheduled Transfer Instruction?
  - How can I set up the Multiple times Scheduled Transfer Instruction?
  - How can I modify the Scheduled Transfer Instruction?
  - Which parts can I modify in the Scheduled Transfer Instruction?
  - Can I terminate the Scheduled Transfer Instruction?
  - Is there a fee for setting up a Scheduled Transfer Instruction?
  - Why can't my Scheduled Transfer Instruction be executed?
  - What is the time range for setting up scheduled transfer instructions?
  - Transfer limit for Scheduled Transfer Instructions service?
  - Currencies supported by Scheduled Transfer Instruction?
  - What transfer system are supported by Scheduled Transfer Instruction?
- Questions related to high risk alert
  - If I find my recipient's FPS proxy ID / bank account number / SVF account number is being flagged by the high risk alert, how can I remove it?
  - Will Bank / SVF operator be able to help to remove my FPS proxy IDs / bank account numbers / SVF account numbers from the high risk alert?
  - If I want to report a suspicious FPS proxy ID / bank account number / SVF account number, what should I do?
  - If there is no high risk alert message relating to my recipient, does it guarantee it is safe to transfer to him/her?
  - Why is my recipient's FPS proxy ID / bank account number / SVF account number previously not tagged in the high risk alert but now being tagged?
  - What is the source of the high risk alert and how is my private information being protected?
  - Why I found my FPS proxy ID / bank account number / SVF account number on the high risk alert when doing transfer? I did not commit any crime!
  - I discovered my recipient's mobile number / account number has been flagged in Scameter. How come the bank / SVF operator did not alert me when I now try to make payment to this FPS proxy ID / bank account number / SVF account number?
  - I discovered my recipient's mobile number / account number has been flagged in Scameter. How come the bank / SVF operator did not alert me when I previously made payment to this FPS proxy ID / bank account number / SVF account number?
- Questions on operation
  - How would I know if my recipient's mobile number / email address / FPS Identifier / bank account / SVF account is flagged for high risk alert?
  - If I confirm to the bank to proceed with a transfer with FPS proxy ID (i.e. mobile number/email address/FPS Identifier) / bank account / SVF account flagged as "High Risk" and subsequently realize being scammed, what should I do?
  - If a recipient's mobile number is flagged as "High Risk", will his/her email address / FPS Identifier / bank account number / SVF account number also be flagged by the high risk alert?
  - Can I confirm and accept the high risk alert message and make transfer to the FPS proxy ID / bank account number / SVF account number on the high risk alert?

Loan
- EasyPF
  - What is Premium Financing?
  - What is Policy Financing?
  - Restriction of rights under the Policy?
  - Consequence of late repayment and default of loan facility?
  - Impact of early termination / surrender / withdrawal?
  - Impact of death of insured?
  - Exposure to exchange rate fluctuation?
  - Impacts on cooling-off right?
  - Where can I get the values of H and P?
  - What should I do if I have any difficulty in repaying or servicing the Loan over the period of repayment?
  - Can I request to delete the loan information from my credit report?
  - For Premium Financing, will you debit my designated account even there is insufficient fund in my Airstar Bank savings account?
  - Does Premium Financing require annual review?
  - What procedures need to be completed after the premium financing is fully repaid?
- Personal Loan/Debt Consolidation Loan
  - How much should I borrow?
  - Over what period should I choose to repay the loan?
  - What is an annualized percentage rate (APR)?
  - Would the loan information under the Loan be shown on my credit report?
  - How do I repay the Loan?
  - Can I repay more than the monthly instalment amount?
  - Do I save interest expenses by making early repayment of the Loan?
  - Can I change the loan repayment term after the drawdown?
  - What documents are required for a loan application?
  - What should I do if I have any difficulty in repaying or servicing the Loan over the period of repayment?
  - Can I request to delete the loan information from my credit report?
  - What is "big data analysis in the application process"?
  - What is “7-Day Cooling-off Period”?
  - What do I have to do for my Autopay if I early settle the loan?
  - Will you debit my designated account even there is insufficient fund in my Airstar Bank savings account?
  - Is there any charge for using Autopay?
  - Can I change the designated account once set up?
  - What is Debt Consolidation Loan?
  - When should I apply for a Debt Consolidation Loan?

Spend
- Application
  - What is Airstar Bank Visa Platinum Card?
  - Getting your Airstar Bank Visa Platinum Card?
  - How do I apply for Airstar Bank Visa Platinum Card?
  - How to get the physical Airstar Bank Visa Platinum Card?
  - Mailing method of physical Airstar Bank Visa Platinum Card
  - How can I activate my physical Airstar Bank Visa Platinum Card?
- Usage & Spend
  - Airstar Bank Visa Platinum Card Usage Guide
  - Pre-authorization of Airstar Bank Visa Platinum Card
  - Where can I find ATMs to withdraw cash using my Airstar Bank Visa Platinum Card?
  - Are there any fees for using ATMs with my Airstar Bank Visa Platinum Card?
  - Refund of Airstar Bank Visa Platinum Card
  - Time required for refund of Airstar Bank Visa Platinum Card
  - How can I adjust the transaction limit?
  - Overseas Spending Exchange Rate of Airstar Bank Visa Platinum Card
  - How can I adjust the transaction limit?
  - Can I use the Airstar Bank Visa Platinum Card overseas?
  - Can I add my Airstar Bank Visa Platinum Card to a digital wallet?
  - Is it safe to use my Airstar Bank Visa Platinum Card with a digital wallet?
  - Are there any fees associated with using an Airstar Bank Visa Platinum Card?
  - How can I keep track of my Airstar Bank Visa Platinum Card transactions?
  - If my physical Airstar Bank Visa Platinum Card is lost or stolen, where can I report the loss?
  - How to renew a physical Airstar Bank Visa Platinum Card
  - How do I check my card number?
  - Check your Airstar Visa Platinum VALID THRU and CVV.
  - Why is there a 1.95% handling fee with my HKD transaction?
  - Transaction being rejected
  - How do I cancel an autopay authorisation transaction?
- Transaction Disputes
  - How do I raise a dispute for a transaction?
  - How do I raise a dispute for a transaction?
  - How to submit supplementary information？
  - Why do I need to submit supplementary information in just a 7 calendar days? or Why do I need to submit all your requested information for the dispute claim?
  - Channels for applying for transaction disputes
  - Handling fee for applying transaction disputes
- Card Safety
  - How to report suspicious or fraudulent activities / transactions?
  - How can I lock my virtual Airstar Bank Visa Platinum Card?
  - How can I secure my Airstar Bank Visa Platinum Card?
- Apple Pay
  - Is my device ready for Apple Pay?
  - Where can I use Apple Pay?
  - Are the transactions secure by using Apple Pay?
  - Are there any additional costs associated with using Apple Pay?
  - How to add Airstar Bank Visa Platinum Card to Apple Pay?
  - How do I set my Airstar Bank Visa Platinum Card as my default card for Apple Pay?
  - What is the influence on Apple Pay if I change my device?
  - If I replace my bank card with a new one, do I need to rebind it to Apple Pay?
  - 由于 Apple Pay 暂未支援对银行标志的更新进行自动替换。若你希望更新 Apple Pay 界面中显示的银行标志，需通过手动解绑并重新绑定银行卡的方式完成更新。如你未更新银行标志对你的交易不会造成任何影响。
  - After canceling the card, can I still use Apple Pay with the Airstar Bank Visa Platinum Card?
- Google Pay
  - Is my device ready for Google Pay?
  - Are there any additional costs associated with using Google Pay?
  - Are transactions via Google Pay secure?
  - How to add Airstar Bank Visa Platinum Card to Google Pay?
  - If I replace my bank card with a new one, do I need to rebind it to Google Pay?
  - After canceling the card, can I still use Google Pay with the Airstar Bank Visa Platinum Card?
- Multi-currency Transaction
  - Why is my transaction being automatically converted to the default currency (HKD) for deduction even though I have activated the multi-currency transaction functionality?
  - How to enable or disable the currency switch supported by the multi-currency transaction functionality?
  - How will foreign currency transactions be processed if the foreign currency current account balance is insufficient?
  - If you have activated the multi-currency transaction functionality, will handling fee be charged when using the bank card for foreign currency transactions?
  - Will fees be charged for ATM withdrawals using card?
  - Which currencies are currently supported for the multi-currency transaction functionality?
  - Why is there a 1.95% handling fee with my HKD transaction?

Stock
- Trading Rules of HK Stock
  - Introduction to the Hong Kong stock market
  - Hong Kong stock market trading sessions
  - Hong Kong stock trading and settlement rules
  - Is there a limit on HK stock price volatility
  - What is off market order (place orders during non-trading hours)
  - The difference between order cancellation and invalidation
  - Is the minimum price change of all Hong Kong stocks HK$0.01
  - Why is the order in the "submitting" status
  - How to trade odd lot
  - FAQs about odd lots
  - What is penny stock trading
  - Arrangement for delay or failure of trading system
  - FAQs on Trading Arrangements During Severe Weather Trading
  - What is the closing auction trading period (CAS)
- Order Type of HK Stock
  - What is the time-in-force
  - Limit order
  - Market order
  - At-auction limit order
  - At-auction market order
- ETF
  - What are the ETFs and why invest in them
  - What are the advantages of ETF
  - How does the ETF track the performance of the underlying index
  - Is there a risk of tracking error in ETFs, and how is it generated
  - How is the bid/ask price of an ETF determined
  - Will I receive the dividends if I hold the ETF
  - Do I need to pay management fees for investing in ETFs
- Trading Rules of US Stock
  - Introduction to the US stock market
  - U.S. stock market trading sessions
  - Pre-market and after-hours trading quote update period
  - Do U.S. stocks support day trade
  - Is there a limit on price fluctuations for US stocks
  - Minimum trading unit for U.S. stocks
  - What is off market orders
  - Why the sell order price of U.S. stocks is lower than the best ask price, but can not be traded
  - What is the settlement rule for U.S. stocks
  - Extended trading risks
  - Other Notes on Placing US Stock Orders
  - What is penny stock
  - Why use pre and post-market prices to calculate the market capitalization and profits and losses of stocks during respective period
  - Why my stock is banned from trading during pre-market trading session
  - Arrangement for delay or failure of trading system
  - Why should the placement of market orders be restricted
  - Fractional shares trading in the US stock market
  - Orders for suspended or unlisted US stocks
- Order Type of US Stock
  - What is the time-in-force and trading sessions
  - What is limit order
  - What is market order
- Corporate Action
  - What are corporate actions?
  - What are stock splits and consolidations?
  - What is a bonus share?
  - What is a dividend/special dividend?
  - What is a preemptive right?
  - What is a cash offer?
- Fee Schedule&Statement
  - HK stock fees (stocks, ETFs, warrants)
  - US stock fees (stocks, ETFs)
  - ADR Fees
  - How to view the statement
- Other
  - What’s the Severe Weather Trading Arrangements of Airstar Bank in Hong Kong Securities and Derivatives Markets?
  - Watchlists
  - Add and delete watchlist
  - Why are bid & ask data of HK stocks updated during noon recess
  - Stock quotation
  - Quotation of pre/post market
  - Is the current price equal to the closing price of the latest K-line
  - Charts
  - How to set green up and red down
  - Financial reports
  - Fiscal year
  - AU auction descriptions
  - Explanation of Insufficient Buying Power

Fund
- How do I buy Money Market Funds?
- When will I receive my income?
- How to sell Money Market Funds?
- Are there any restrictions on purchase and redemption?
- Is there any information on the corresponding fund of the Money Market Funds?
- Are there any fees for the Money Market Funds?
- Is it safe to invest in money funds?
- How will fund trading be arranged in severe weather?

Open Banking
- What is Open Banking?
- What is Interbank Account Data Sharing (IADS)?
- How do I know which banks are IADS participating banks?
- Which users can use the "IADS" service and what account types that support data sharing?
- What information will our bank share with other banks?
- How long is the consent period for data sharing?
- Do I need to pay for the use of this data sharing service?
- Is the data sharing process safe and secure?
- Under what circumstances can other banks view my bank account information?
- How can I know if I have successfully granted/revoked a data sharing consent to other banks?
- How can I provide consent to other banks for account data sharing?
- How can I revoke my consent for account data sharing to other banks?
- If you have any questions about the Interbank Account Data Sharing (IADS) program, what should I do?

Insurance
- Insurance basics
  - What are the main types of insurance?
  - What is savings insurance?
  - What is the Proposer?
  - What is the beneficiary?
  - Is a physical examination required before purchasing insurance?
  - Will I receive a physical policy?
  - What is life insurance?
  - Is it protected if I purchase insurance through Airstar Bank?
  - How to choose an insurance product that suits you?
- Insurance process
  - What qualifications do I need to purchase insurance through Airstar Bank?
  - What information do I need to prepare for purchasing insurance?
  - How to make an insurance appointment?
  - Do I need to be in Hong Kong when attending the appointment with an Airstar insurane consultant and submitting the insurance application?
  - How to confirm that the policy is effective after purchasing insurance?
  - What should I pay attention to during the insurance application process?
  - How long does it take to receive the policy after applying for insurance?
- Premium Payment
  - How to pay the premium? Can I only pay with an Airstar Bank account?
  - How often can I choose to pay premiums?
  - Who should I contact if I fail to pay my premium on time?
- Policy Management
  - Who should I contact for after-sales issues regarding my policy?
  - How to check the policy details?
  - How do I update my policy details?
  - Can the beneficiary be changed?
  - How do I cancel my policy?
  - Will I receive any notification when my policy is going to be renewal?

Important notice
- Notice to customers regarding updated "Terms and Conditions of Use of Digital Banking Services"
- Customer Notification of new "Terms and Conditions of Airstar Bank Visa Platinum Card (Applicable to customers who have activated the multi-currency transaction functionality)" and update on "Card Service Fees"
- 【Airstar Bank Launches 3 Emergency Support Measures to Assist Affected Customers of Tai Po Fire Through Difficult Times】
- 【Tai Po Fire Emergency Appeal】
- Customer Notification of update on Airstar Bank Service Fees
- Adjustment to the HKD Prime Rate
- Notice on the Update of HKD Savings Deposit Rate
- Notice to customers regarding updated "Terms and Conditions of Use of Digital Banking Services" and "Privacy Principles and Notice"
- Notice of Updating the End Date of Airstar Bank HKD Savings Deposit Offer
- System Maintenance Schedule Update
- Beware of Malware Scams

My payee cannot receive the funds, but payment had been debited from my bank account. What should I do?

Please make sure the information of your payee is correct. If needed, you can contact our Customer Service Officer at 24-hour Banking Hotline (852) 3718 1818 for assistance.

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