Frequently asked
questions

Currently only have Hong Kong dollar card, Other currencies will be available soon.

You can use the card-to-card transfer function to transfer the balance of your Platinum Credit Card to the accounts of other Platinum Credit Card holders.
Log in to the MayPay mobile app [Card Management], select [Platinum Credit Card], [Transfer], enter the [Transfer Amount] and the [16-digit card number] of another Platinum credit card, and then press [Next], enter the confirmation code from SMS message to complete the card-to-card transfer. There is no handling fee for this feature.
About login password and payment password (card password)
The login password is the password you set yourself when you login for the first time.
The login password used to login to the MayPay account again.
The payment password (card password) is the password you need to enter when you conduct transactions (involving fund changes in the account) or obtain or change personal sensitive information.
Login password or payment password (card password) is very important, please do not disclose your password information to anyone at any time.

Login password
The MayPay mobile APP has provided a "forgot password" service for the login password on the login interface. You only need to follow the steps to operate. You can also use SMS to log in securely. After successful login, go to "My" > "Security Settings" > "Reset Login Password" to perform corresponding operations.
Payment password
If you forget or need to change the payment password, you can modify the password through the "Reset Card Password" under the corresponding Platinum Card in the MayPay mobile APP.

Payment
Deposit funds into the following bank accounts via the bank's mobile app or online banking or in person at the bank:
Bank name: DBS Bank (Hong Kong) Limited (016)
Institution account number: 478-000674187
Company Name: MayPay TREASURE GLOBAL FINTECH LIMITED
Or transfer by FPS to 104089222
For remittance, please provide the following information to the bank for processing
SWIFT CODE: DHBKHKHH
Bank address: G/F, Central Centre, 99 Queen's Road Central, Central
For the handling of other assets, please contact MayPay Customer Service Manager.
Cross-border remittance: remitter and cardholder must match

For each valid identification document (either ID card or passport), you can apply for up to 5 credit cards after passing the real-name authentication KYC.

The Platinum Card has no daily spending limit and ATM withdrawal limit, and you can use the assets in the card to spend or withdraw money as you like.

This is a security feature that prevents offline transactions from touching the contactless payment card machine during the transportation of the credit card, resulting in accidental transactions and money losses. Therefore, the credit card is restricted and cannot use contactless payment for the first transaction. However, all subsequent contactless payment transactions will proceed normally.

You can check all transaction records through the MayPay mobile APP at any time.

In general, you need to fill in the card number, card validity period, and security code. Some websites may need to fill in the name of the cardholder; billing address (the personal address you filled in when you applied for MayPay). If you need to confirm the transaction with the verification code, please go to the "Message" of MayPay mobile APP and press "Refresh", and you will receive the verification code.

Common reasons for payment failure include: insufficient asset credit balance; exceeding a specific transaction limit; abnormal card use; expired and invalid; when encountering the above problems, you can follow the prompt message to understand the reason when the payment fails.
If the prompt message instructs you to contact the issuing bank, please contact our customer service or your exclusive manager as soon as possible to help you solve the problem.

Generally, we will freeze the relevant funds before we receive the authorization cancellation instruction from the merchant.
Therefore, please ask the merchant about the refund time after the order is cancelled, and remind your merchant to cancel the authorization instruction as soon as possible.

Please lock the card immediately, log in MayPay APP, select [Platinum Card], select [Lock Platinum Card], And email to cs@MayPay.com.hk to apply for card replacement. If you retrieve the card later, just select "Unlock Platinum Card".

Please email to cs@MayPay.com.hk to apply for cancellation.

We will generally send out the new card within 90 days before the end of the validity period, and each renewal shall not be less than 3 years. If you have not received the new card, please email to cs@MayPay.com.hk

Please select "Lock Platinum Card" in the MayPay APP and contact the merchant to cancel the transaction and stop the products delivery if possible, and then immediately call us and the police as soon as possible for details.

Cardholders need to submit an application by email to cs@MayPay.com.hk within 15 days after the transaction.

Application form for the declining payments (please ask customer service), police report records (if any), reasonable reasons for the declining payments, and other evidence/documents for reference.

After submitting the application, generally within 90 days of submitting the application

Based on different cases, it will be charged according to the Mastercard.

Platinum Card supports WeChat Pay and Alipay (Hong Kong and Mainland China): As long as the Platinum Card is added to WeChat Pay and Alipay, you can make quick payment with your mobile phone (depending on whether the merchant accepts Mastercard payment).

This is the personal risk control of Alipay and WeChat. It varies from person to person. Please contact Alipay and WeChat customer service to communicate. Alipay usually uploads a screenshot of the card and ID card to unlock it.