FAQ

Merchants FAQ

1. How does a merchant apply for PPS service?
   Simply complete the online application form and we will contact you shortly.
2. How long does it take to process an application?
   We have several designated release schedules annually. Please contact us for more details.
3. When will a merchant get the PPS daily transaction funds?
   We will credit the funds of successful transactions performed by the cut-off time (Mondays to Fridays 7:00pm, excluding public holidays) on a working day in a lump sum to the merchant's nominated bank account in Hong Kong on the same day.
4. How does a merchant reconcile the daily transaction?
   We will provide transaction data performed by the cut-off time of each working day to the merchant on the same day by secure electronic data system.
5. How to update our Company Information?
   If you want to update the company name or account number, please click here. For other update, please click here.

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Customers FAQ

1. What should I do if I want to use PPS?
   You have to set up a PPS Account with an ATM card or a credit card with ATM function at any PPS registration terminal. You have to choose a 5-digit PPS Phone Password and/or an 8-digit PPS Internet Password. Once you have registered your bills by phone or via the Internet, you can enjoy the convenience of PPS right away.
2. What type of ATM cards can be used for PPS?
   Most ATM cards and credit cards with ATM function can be used for PPS.
3. Where are the PPS registration terminals located?
   Click here or call the PPS Information Hotline 900 00 222 329 to check for terminal locations. Alternatively, you can also obtain the full location list by fax at PPS Hotline 2311 9876.
4. How many PPS merchants are there?
   There are over 600 PPS merchants which cover various industries in Hong Kong. Click here or call the 24-hour PPS Information Hotline 900 00 222 329 for details.
5. If I lost my PPS Account No., Phone Password & Internet Password, how can I retrieve or change them?
   You can bring your ATM card to any PPS registration terminals to retrieve your PPS Account No. and/or change your PPS Phone/Internet Password.
6. Can I transfer the registered bills from my old card to the new card if my ATM card is being replaced?
   You can bring your new ATM card to any PPS registration terminal, perform the "Open Account" function and choose the same bank account. Our system will then be updated with details of your new ATM card. You may also contact our Hotline 2311 9876 or card issuing bank for details.
7. If I close my bank account, can I still use the PPS account registered with that bank account?
   No, the PPS account will be invalid.
8. What is the possible reason that a bill cannot be registered?
   If a bill (except for public utilities) is already registered, it cannot be registered again. For details, please call PPS Hotline 2311 9876.
9. Can I cancel a PPS transaction?
   Once a transaction is confirmed, the amount will be deducted instantly from your bank account and it CANNOT be cancelled. 
10. What should I do if I make a mistake during the payment process, e.g. key in the wrong merchant code or the wrong amount?
    You can call PPS Hotline 2311 9876 during service hours or call your respective merchant directly for enquiry.
11. Can I use PPS overseas as well?
    When you are overseas, you can access PPS via IDD simply through a phone or through Internet (at www.ppshk.com) if you have a PPS Internet password.

12. PPS by Phone

    How do I register bills?
    Call 18011, press 1 and follow the instructions to register your bills.

    How do I make a payment?
    After registering your bills, call 18031 and follow the instructions to make your payment now or press "8" and key in payment date to schedule a payment.

    How do I delete a registered bill?
    Call 18011, press "4" and follow the instructions to delete your registered bill.

    How do I know if the payment is made successfully?
    You can call 18011 and press "2" to enquire your last payment.

13. PPS by Internet

    What are the benefits of using PPS by Internet?
    Once your login, all your registered bills will be displayed at a glance for your easy management. To make a payment, find the merchant to which you want to make payment on the screen and click "Pay". You do not need to enter any bill numbers as they will be displayed automatically. Furthermore, you can make use of "Bill Nickname"and "Bill Schedule"services to manage your bills with greater ease.

    What is "Bill Nickname"?
    To help you identify a bill account, you can define a Bill Nickname when adding your bills. Thus, if you have two or more bills from the same merchant, the assigned Bill Nickname can help you to differentiate the bills easily.

    What is "Bill Schedule"?
    You can use "Bill Schedule" service to preset a forward bill payment. The preset payment amount will then be paid to the preset merchant's bill on the preset payment date.

    How do I register a bill?
    Go to "Add Bill" page on the PPS web site and select Merchant by Category/Code/Name, key in bill number, enter one-time password for ^#selected merchants that require two factor authentication, click "Confirm".

    How do I make a payment?
    Select the bill from "Pay Bill" page on the PPS web site, click "Pay" and enter the payment amount and bill type (if any). If you want to pay immediately, verify the payment instruction, click "Pay" and note the Payment Reference Number. If you want to pay later, select a Payment Date and enter your name and email address when you set up for the first time. Click "Proceed" and note the Scheduled Payment Reference Number.
    Note: One-time password is required for first-time bill payment which already registered by phone.

    How do I delete a registered bill?
    Go to "Delete Bill" page on the PPS web site, choose the bill you want to delete and click "Delete".
    * Note that if you delete a registered bill, its payment history and any outstanding scheduled payment will also be deleted automatically.

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Merchants FAQ

1. How to apply for CUP service?
   All EPS merchants are welcome to join CUP service. For further details, please contact EPS Hotline at 2721 0566. If you are not yet an EPS merchant, please complete the online application form to join us.
2. How long does it take to process an application?
   If you are applying for EPS service at the same time, it takes approximately three weeks to process applications for both services. If you are already an EPS merchant, the application for CUP service will only take about a week.
3. When will a merchant get the CUP transaction funds?
   CUP service imposes a daily cut-off time at 11:00pm from Mondays to Fridays (excluding Saturdays and Public Holidays). For transactions approved by the relevant Member Bank before cut-off time, the merchant's designated bank account will be credited at the end of the following business day. Any transactions approved by the Member Bank after cut-off time will be treated as transactions of the following bussiness day. Business days are Mondays to Fridays, excluding Saturday, Sunday, statutory public holiday and the three golden weeks in Mainland China (Chinese New Year Holiday, the 1st week in May and the 1st week in October).
4. What type of card is accepted to process CUP transactions?
   Any credit cards or debit cards bearing the China UnionPay logo can perform CUP transactions through EPS POS terminals.

5. Is there a Customer Service Hotline for CUP service?
   Please contact EPS Hotline at 2721 0566 for further details.

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Customers FAQ

1. What type of card is accepted to process CUP transactions?
   Any credit cards or debit cards bearing the China UnionPay logo can perform CUP transactions through EPS POS terminals.
2. Where can I use CUP service?
   You can use CUP service at any retail outlet with the China UnionPay sticker and decal displayed.
3. How do I know if the transaction is successfully processed?
   When you have entered your PIN, a receipt will be printed out from the terminal which shows your transaction details with the word 'Accepted'. You must sign on the receipt for signature verification.
4. Is there a Customer Service Hotline for CUP service?
   For EPS CUP service, please call EPS Hotline at 2721 0566. For enquiries regarding CUP cards, please contact your CUP card issuing bank.

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Merchants FAQ

1. How does a merchant apply for Over-the-counter Bill Payment Service?
   Simply fill in the online application form and we will contact you shortly.
2. How long does it take to process an application?
   We have several designated release schedules annually. Please contact us for more details.
3. How does a merchant reconcile the daily transaction?
   We will provide transaction data performed by the cut-off time on a calendar day (including Saturdays, Sundays and Public Holidays) to the merchant on the same calendar day by secure electronic data system.
4. Can a customer pay bills at the counter if the bill statement only contains a Bill Account Number but not a barcode?
   A bill must contain a barcode in order to proceed with bill payment transaction over-the-counter. Please contact us for more details relating to the barcode issues.

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Customers FAQ

1. Do I need to bring the hardcopy bill to settle a payment?
   Yes, you need to bring the hardcopy bill with printed barcode to settle a payment.
2. Can I pay a bill if the bill only contains the Bill Account Number but not the barcode?
   Sorry, a bill must contain a barcode in order to proceed with bill payment transaction.
3. What can I do if the scanner at convenience store cannot read the barcode of my bill?
   You can contact the merchant directly to acquire a valid statement.
4. Is there a service charge for paying bills through this Bill Payment Service?
   It depends on the respective merchant, please refer to the merchant's bill statement or contact the merchant directly.
5. How do I know which merchant has joined Over-the-counter Bill Payment Service?
   New merchants are continuously being added. For details, please see Merchant List of Over-the-counter Bill Payment Service posted on Circle K or VanGO convenience stores.
6. Do all Circle K and VanGO stores offer Over-the-counter Bill Payment Service?
   Yes, you can pay bills at any of the Circle K or VanGO convenience stores.
7. Do all stores operate 24 hours a day?
   No, trading hours may vary. Please visit "Circle K or VanGO" for location details.
8. How do I know if the payment is successfully processed?
   A receipt will be given to you after each bill payment transaction.
9. How early do I need to settle the bill against the payment due date?
   Please refer to the merchant's bill statement or contact the merchant directly.
10. What are the payment methods available?
    You can settle payment by cash only.
11. Can I settle the payment in part? Must I settle the bill in full amount as stated on the bill?
    You can choose to pay bill amount in full or part and obtain a receipt as proof of reference.

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Merchants FAQ

1. How does a merchant apply for PPS Shop&Buy Service?
   Please complete the online application form and we will contact you shortly.
2. What is the requirement of using PPS Shop&Buy Service?
   Your website (together with the web server) needs to be linked up with our PPS Shop&Buy Internet Payment Gateway.  
3. When will I receive customers' payment details?
   We will provide you with an instant payment acknowledgement for each online transaction through the PPS Shop&Buy Internet Payment Gateway.
4. When will I receive the PPS daily transactions funds?
   We credit the funds of successful transactions performed by the cut-off time on a working day (Mondays to Fridays 7:00pm, excluding public holidays) in a lump sum to the Merchant's nominated bank account in Hong Kong on the same day.

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Customers FAQ

1. Can I use PPS User Name to make transaction at merchant's website?
   Yes.
2. Do I need to pay a service fee for settling payment via PPS at a merchant's website?
   This is a free service. No service fee will be charged for using PPS to settle payment at a merchant's website.
3. Where does the PPS account information which I have entered at the designated website go to?
   The information will be directly sent to PPS system. You can refer to the URL displayed on the PPS Payment Page to ensure that you are using a genuine "PPS Shop&Buy" service.
4. What can I do if I forgot my PPS Internet Password?
   Please bring your ATM card and go to any PPS registration terminal to set up a new PPS Internet Password using the "Change Password" function.
5. Can I apply as a PPS user online?
   No. For security reason, account registration can only be performed at PPS registration terminals.

More information regarding PPS account registration and PPS Internet Password setup can be found on www.ppshk.com.

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