The referral rewards will be deposited into the referrer&#x27;s and referee&#x27;s ZA Bank accounts within 30 working days after meeting the referral reward requirements. If the referrer&#x27;s and referee&#x27;s accounts are under internal review, the referral rewards will be delayed until after the account review is completed. The Referrer’s and Referee’s accounts maintained with ZA Bank must remain valid and active. If his/her account is closed during the Programme Period or upon the issuance of the Referral Rewards, ZA Bank has the right to forfeit the Referral Rewards without prior notice, and no Referral Rewards will be credited to any other account or through any other means.

Member-Get-Member Programme

 When will the rewards for the referral account opening promotion be issued?

During the promotion period, if your account opening application has not been submitted, you can cancel the application by selecting the option at the top right corner of the ZA Bank App homepage. You can then reapply and input the invitation code.If your account opening application has been submitted, we cannot re-input the invitation code for you, and you will not be able to receive the reward for the account opening promotion recommended by friends. However, you can still invite friends through the account opening invitation code after successfully opening an account to receive invitation rewards.

What can I do if I forget to input the invitation code during the account opening process?

Can visitors to Hong Kong participate in the account opening referral promotion?

If you are already a ZA Bank customer, you can log in to ZA Bank App and find the &quot;Invite Friends&quot; iconat the top of the &quot;Explore&quot; page to view your invitation code.If you are not yet a ZA Bank customer, after successfully opening an account in Hong Kong, you can log in to ZA Bank App and find the &quot;Invite Friends&quot; icon at the top of the &quot;Explore&quot; page to view your invitation code.<div class="media-wrap image-wrap"><img class="media-wrap image-wrap" src="https://cdn.zaticdn.com/if/zaif-cps-seagull-service/20230809/图片1_39938.jpg"/></div>

How can I view my referral account opening invitation code?

Currently supports HKD, USD, CNY (offshore CNY)

Currency Exchange

What currencies are currently supported for exchange?

No.

Any handling fee on currency exchange?

You can check the latest exchange rate through the APP at any time. There are 3 ways after you log in to the APP:1.On [Home] screen, press the yellow ball on the right and slide up to the Transfer page, and select [Currency Exchange]2.Select [Currency Exchange] on the [Wealth] page3.On the [Deposit] page, select [Currency Exchange]After selecting the corresponding currency pairs on the [Currency Exchange] page, you can view the latest exchange rate

How can I place currency exchange from ZA Bank App/ check today's latest exchange rate?

Yes, you can choose the corresponding currency to exchange at any time through the App.

Is cross-exchange between foreign currency and foreign currency possible?

$0 handling fee for currency exchange transaction currently.Promotional offers will be announced in due course. Please stay tuned.

What are the benefits of currency exchange?

We will provide exchange rate quotations according to the bank&#x27;s business strategy and market conditions, etc.Our pricing may be contributed by a number of factors, including but not limited to those related to the nature of a specific currency exchange and those associated with customer relationship, as well as any relevant operating costs.

How are your exchange rates quoted and priced?

Transactions are generally processed instantly

How long does the currency exchange take?

Is there a daily limit on the number of transactions?

You can go to the [Activity] section in the APP to check exchange rate of your past currency exchange transactions.

How can I check the exchange rate of previous currency exchange transactions?

Please note that the buying and selling FX rates for the same currency pair (e.g. USD/HKD, CNY/HKD) are different. Also, foreign exchange involves risks. Fluctuations in the exchange rate of a foreign currency may result in gains or losses if the customer converts the deposit from one currency to another currency (including the Hong Kong Dollar).

Are the buying and selling FX rates of currency exchange service the same?

ZA Bank App supports currency exchange 7×24 hours (except during system maintenance or special circumstances).

Any cut-off time for currency exchange?

Please check the account balance, and whether the network environment is normal.

Why does the currency exchange show that the transaction failed?

Can. Currency exchange transactions are displayed in the transaction history for each currency.

Can I know the exchange rate of the previous transaction on the monthly statement?

On the FX order input page, you can switch the direction of buying and selling currency to view the relevant FX rates.

How to check the buy and sell FX rates of currency exchange service in ZA Bank App?

Please note this is a very rare that the order is still being processing. We are following up on the case now. The order status will be updated once the processing is complete. You can check the account balances and the currency exchange order status update under the “Activity” section of our Bank App.

Why the order is in “In Progress” status?

About 1 to 3 working days.

If the transaction is processing, how long does it usually take to process?

No. ZA Card is a Visa debit card issued in Hongkong. There is no annual fee for the application and use of ZA Card, also no interest and late fees. Understand more on ZA Card<div class="media-wrap video-wrap"><video id="video283684" controls="" class="media-wrap video-wrap" id="video550075" src="https://cdn.zaticdn.com/bank/common/zavideo-20210115aww/za_card_intro_en.mp4"></video></div>

ZA Card

Is there an annual fee for ZA Card?

You can use your ZA Card to withdraw cash at any local or overseas ATMs with a Visa logo. The following fees will be charged for local &amp; oversea ATM withdrawal:<div class="media-wrap image-wrap"><img src="https://cdn.zaticdn.com/if/zaif-cps-seagull-service/20230602/英文_36380.png"/></div>

Fees for cash withdrawal

Since Taobao App&#x27;s payment platform only accepts binding with Visa/Master credit cards, Debit Card is temporarily not accepted. Therefore, ZA Card is not able to make payment on Taobao App. But Taobao website supports entering ZA Card number for payment.

Can I use ZA Card to make payment on Taobao?

ZA Card is a debit card with no annual fees that can be used in HK and all over the world. You can spend with the money from your ZA savings account and make online and offline payment through ZA Card. It also supports Apple Pay &amp; Google Pay e-wallet function. Supported by Visa, you can enjoy free cash withdrawal at over 3,000 local banks&#x27; ATMs in HK, and access to over 2.7 million ATMs worldwide with the physical card. Understand more on ZA Card<div class="media-wrap video-wrap"><video id="video727777" controls="" class="media-wrap video-wrap" id="video998997" src="https://cdn.zaticdn.com/bank/common/zavideo-20210115aww/za_card_intro_en.mp4"></video></div>

ZA Card introduction

ZA Card doesn&#x27;t support cash deposits at the moment. We&#x27;ve heard your feedback and we&#x27;re working to offer you a more comprehensive service experience in the future.

Making a cash deposit with ZA Card

According to Fees and Charges Guide for Individual Customers in ZA Bank, if you conduct a Hong Kong dollar transaction (including a refund) on ZA Card, whether in Hong Kong or overseas, and that transaction is processed overseas because the merchant or acquirer is registered in a place other than Hong Kong, Cross-border Transaction Fee will be charged.

Why is there a 1.95% handling fee with my HKD transaction?

If you conduct a Hong Kong dollar transaction (including a refund) on ZA Card, whether in Hong Kong or overseas, and that transaction is processed overseas because the merchant or acquirer is registered in a place other than Hong Kong, Cross-border Transaction Fee 1.95% (1% charged by Visa, 0.95% charged by ZA Bank) will be charged. The Cross-border Transaction Fee will be charged in circumstances where the overseas merchant or acquirer has already converted the transaction into Hong Kong dollars, or you have asked them to do so. The Cross-border Transaction Fee 1.95% (1% charged by Visa, 0.95% charged by ZA Bank) will apply if you are offered the option to, and choose to, settle a foreign currency transaction in Hong Kong dollars at a point of sale overseas. Such option is a direct arrangement offered by the overseas merchant and not ZA Bank. You are reminded to ask the merchant for details about the foreign currency exchange rate and any applicable fees before you enter into the transaction because settling foreign currency transactions in Hong Kong dollars may involve a cost higher than Foreign Currency Transaction Fee.

Online payment in different currencies

When we receive cardholders card transaction dispute application, we will assist in checking whether a dispute is valid. Before applying for a card transaction dispute, please consider contacting the relevant merchant first, as they may resolve your transaction dispute more quickly (Contacting the merchant directly may save you time, as we may also require more information from that merchant to process your card transaction dispute application). You can find the relevant merchant&#x27;s contact information on your receipt or your billing statement. If you need to file a card transaction dispute, please log in to the ZA Bank App to submit your application within 60 calendar days after the statement has been issued. Steps:1.Log in to ZA Bank App2.Select the transaction record you would like to dispute within the homepage3.Click 「…」and then select「Transaction enquiry」 Step 1: Enter the card transaction page and locate the gavel icon for transaction disputes<div class="media-wrap image-wrap"><img src="https://cdn.zaticdn.com/if/zaif-cps-seagull-service/20241010/英文问卷1_56269.png"/></div> Step 2: Please answer a few questions, so we can understand the reasons for your dispute<div class="media-wrap image-wrap"><img src="https://cdn.zaticdn.com/if/zaif-cps-seagull-service/20241010/英文问卷2_56270.png"/></div> Step 3: You will need to upload documents for a select number of reasons to proceed with your card transaction dispute application<div class="media-wrap image-wrap"><img class="media-wrap image-wrap" src="https://cdn.zaticdn.com/if/zaif-cps-seagull-service/20220908/英文3_21334.png"/></div> Step 4: Click on “Account”&gt; “ZA Card” and then the gavel icon at the top to view your dispute records<div class="media-wrap image-wrap"><img class="media-wrap image-wrap" src="https://cdn.zaticdn.com/if/zaif-cps-seagull-service/20220923/英文4_22059.png"/></div> Step 5: View every dispute that you have submitted<div class="media-wrap image-wrap"><img class="media-wrap image-wrap" src="https://cdn.zaticdn.com/if/zaif-cps-seagull-service/20220923/英文5_22060.png"/></div>Step 6: Click to view the contents and description of each dispute in detail<div class="media-wrap image-wrap"><img class="media-wrap image-wrap" src="https://cdn.zaticdn.com/if/zaif-cps-seagull-service/20220923/英文6_22061.png"/></div> For further details, please check the <a href="https://bank.za.group/en/dispute-chargeback" target="">Dispute and Chargeback Process</a>. Once we have received your (“the Cardholder”) Statement of Disputed Item, we’ll acknowledge the receipt via email within 5 working days. The time taken to resolve a disputed transaction may vary depending on the complexity of the case. Generally, resolving a transaction dispute may take about 30 - 90 calender days, assuming that all required documentation has been promptly provided upon request. The Cardholder will be notified by email regarding the outcome of the dispute.

How to dispute a card transaction？

ZA Card is a Visa debit card and make online and offline consumption. Unfortunately you can&#x27;t use your ZA Card number to make cash deposits into ZA Bank. Please refer to [<a href="https://bank.za.group/en/support/details?title=Individuals&amp;PFAQ=Individuals-transfer&amp;FAQ=add-money" target="">Adding money to your account</a>].

Depositing money via ZA Card number

The easiest way is through ZA Bank App. Go to &quot; Account &quot; and click “Add to Apple Wallet” button, then follow the instruction. Alternatively, you can also use the Wallet App on your Apple Device:For iPhone，1. Open the Wallet App2. Tap the plus sign in the upper right corner3. Select &quot;Next&quot; and follow the instructions to enter the card informationFor iPad,1. Go into Settings2. Tap &quot;Wallet &amp; Apple Pay&quot; and select &quot;Add Credit or Debit Card&quot;3. Select &quot;Next&quot; and follow the instructionsFor Apple Watch，1. Open the Apple Watch app on your iPhone2. Tap &quot;Wallet &amp; Apple Pay&quot; and select “Add a Credit or Debit Card”3. Select &quot;Next&quot; and follow the instructions

Adding ZA Card to Apple Wallet

If you do not have an account with us, you can apply for a bank account in ZA Bank App. You will get a ZA Card as well after the account is opened.If you are an existing customer, simply go to ZA Bank App “ Account ” &gt; Tap ZA Card to open a ZA card.

Getting your ZA Card

For security reason, we have set the daily withdrawal limit. Default daily withdrawal limit is HKD 20,000. You can also manage your budget flexibly by setting a monthly withdrawal limit in the ZA Bank App &quot;Account&quot; &gt; &quot;ZA Card&quot; &gt; &quot;Set limit&quot;. You can set the daily withdrawal limit within the range of HKD 0 - HKD 50,000.

Withdrawal limit

To view your ZA Card&#x27;s expiry date and CVV:1. Log in to the ZA Bank App2. Select &quot;Account&quot; in the menu bar3. Tap ZA Card 4. Tap or swipe the card to the right5. Then you can find the CVV and expiration date.

Checking your ZA Card's expiry date and CVV

Amazon and some other online platforms do not require users to input CVV during checkout, which creates risk to the transaction. The Bank takes ZA Card transaction safety very serious, so we block this type of transaction at the moment until there is an effective measure in place to minimize such risk.

Why was my payment to Amazon unsuccessful?

You may expect to receive your ZA Card within 10 business days via Hong Kong local ordinary mail and 1 month via international mail. Please do not activate the physical card in App before receive it.If the mailing address is incorrect or you have not received the physical card, please check if receive any email from ZA Bank about the return letter.Please log in to the ZA Bank App and confirm the mailing address, you can contact Online Chat for further assistance. Update your mailing address by below steps:1. Log in to ZA Bank App2. Tap on your profile picture on homepage3. Tap “ &gt; &quot; in the top right corner, or tag on your profile in the top left corner4. Select &quot; Address &quot;5. Select the address information item you would like to update

ZA Card delivery

After successfully opening an account and passed all the internal reviews/requirements, you can follow below steps to get your ZA physical card. 1. Log in to the ZA Bank App2. Select &quot;Account&quot; 3. Tap ZA Card4. Select &quot;Apply Now&quot; 5.Confirm your correspondent address You are expected to receive your ZA Card within 10 business days via Hong Kong local ordinary mail and 1 month via international mail. Please do not activate the physical card in App before receiving it.

Apply Physical ZA Card

You can personalise your favorite number as the last 6 digits of the card number when you first apply for your own ZA Card.

Customising your card number

No, both your savings account and ZA card will be cancelled together. To lock your ZA Card, please refer to 「<a href="https://bank.za.group/en/support/details?title=Individuals&amp;PFAQ=Individuals-za-card&amp;FAQ=temp-stop-using-za-card" target="">card lock</a>」. There is no any cost for card cancellation.

Can I cancel ZA Card only ?

You can use your ZA Card to check your HKD Savings Account balance and withdraw cash at Visa ATMs. Cash deposit and fund transfer are not available at the moment.

Using your ZA Card at ATMs

Since the ZA Card has no credit limit, the relevant authorised amount will be temporarily deducted from your hkd savings account current account pending settlement by the merchant.If the merchant does not process the transaction (settlement/reversal) within the settlement period (usually 30 days), the bank will temporarily refund the deducted amount to the cardholder’s account.If the merchant settles the relevant transaction later (for example, after 30 days), the bank will debit the amount from your account.If you wish to revoke the authorisation, we recommend that you provide the transaction authorisation code to the merchant for enquiry. You can log in to the ZA Bank App, select the corresponding transaction in “Homepage” &gt; “Activity”, and tap on the transaction details to query the authorisation code.

The merchant has informed us that the transaction is on a “pre-authorization" basis without charges. Why would this transaction amount be deducted from my HKD savings account? 

1. Log in to the ZA Bank App2. Select &quot;Account&quot; in the menu bar3. Tap ZA Card 4. Tap or swipe the card to the rightCheck your card number on the ZA Card image and slide to the back to find the CVV and expiration date. Your virtual ZA Card is activated and ready for online purchase, as well as adding to Apple Wallet.

Checking your ZA Card activation status

ZA Verify allows you to verify your transactions within ZA Bank App in seconds, giving you a smoother and safer online shopping experience. When receive notification that the transaction has been rejected. How do I verify my transactions? Step 1: Check your device whether you have received a related push notification confirming your transaction. Or after log in ZA Bank App, you can check for activity messages in ZA Bank App.<div class="media-wrap image-wrap"><img src="https://cdn.zaticdn.com/if/zaif-cps-seagull-service/20230117/英 1_29772.png"/></div> Step 2: Log in to ZA Bank App, tap【Account】, select 【ZA Card】, and then tap【ZA Verify】to confirm your related transactions within a specific period.<div class="media-wrap image-wrap"><img src="https://cdn.zaticdn.com/if/zaif-cps-seagull-service/20230117/英 2_29713.png"/></div>Step 3: After clicking [ZA Verify], you will see the following status columns: All, Pending, and Completed. You can find relevant transactions to verify.<div class="media-wrap image-wrap"><img src="https://cdn.zaticdn.com/if/zaif-cps-seagull-service/20230117/英 3_29714.png"/></div>Step 4: After tapping the relevant transaction, you can tap Approve or Decline (Note: If you did not initiate this transaction, please select Decline)<div class="media-wrap image-wrap"><img src="https://cdn.zaticdn.com/if/zaif-cps-seagull-service/20230117/英 4_29715.png"/></div>Step 5: After you have approved the transaction, please try to pay again (About this deal, ask the merchant to send the deduction instruction again). However, if you decline, the same merchant-initiated transaction will not be processed.<div class="media-wrap image-wrap"><img src="https://cdn.zaticdn.com/if/zaif-cps-seagull-service/20230117/英 5_29716.png"/></div>

What is ZA Verify

From what we understand, Alipay HK does not support ZA Card currently. We got you, third-party payment wallets matter. That’s why when we were preparing ZA Card, we had been in active discussions with third-party payment wallets, trying to secure the best user experience for you.Each third-party payment wallet has its own card acceptance policy, subject to associated terms and conditions. As a card-issuing bank, ZA Bank can’t ensure that ZA Card can be linked to any third-party payment wallet. Your user experience has always been our No.1 priority. We will continue to liaise with third-party payment wallets to further enhance our services.

Linking ZA Card to payment wallets

To enhance your card usage experience overseas, ZA Bank encourages customers to activate the ‘Oversea Travel’ function in ZA Card tab before your trip. Providing travel destination(s) and period in the function page enable you a seamless spending journey overseas.Steps:1. Login to ZA Bank App &gt; Account &gt; ZA Card and tab ‘Travel’<div class="media-wrap image-wrap"><img class="media-wrap image-wrap" src="https://cdn.zaticdn.com/if/zaif-cps-seagull-service/20230404/英 1_33596.png"/></div>2. Turn on ‘ATM withdrawal’ and/or ‘Card Spending’<div class="media-wrap image-wrap"><img class="media-wrap image-wrap" src="https://cdn.zaticdn.com/if/zaif-cps-seagull-service/20230404/英 2_33597.png"/></div>3. Select your travel destination(s) and period <div class="media-wrap image-wrap"><img src="https://cdn.zaticdn.com/if/zaif-cps-seagull-service/20230417/3.1_34350.png"/></div>4.Confirm Customers can revise the input or turn off the function anytime in the “Travel” page. Reminder: Activating ‘Card Spending’ can reduce the chance of overseas transactions being blocked. Even when this function is deactivated, we will continue to safeguard your spending experience by scanning and blocking high-risk transactions.

How to enhance your card experience and activate ATM withdrawal service when travel abroad?

As of date, you cannot deposit cash into your ZA Bank account via an ATM. You can instantly transfer money to your ZA Bank account through other banks or institutions, especially via the Faster Payment System (“FPS”).

Can I deposit money into my ZA Bank account via an ATM?

For security reason, ZA Card doesn&#x27;t support online non-CVV purchase. For specific non-CVV merchant, you may be required to go through one-time authentication via ZA Bank App before approving the authorisation.

I can't make a purchase with ZA Card at  a non-CVV merchant

We recommend you to check the following：■ Has ZA Card been activated or not.■ The Visa PayWave function provided by ZA Card only supports online authorized transactions for now. You cannot use the PayWave function if it is an offline payment.■ If the card chip is damaged, you may log into the ZA Bank App for a new card.Please follow the steps below.1. Log into ZA Bank App2. Tap the &quot;Account&quot; icon3. Tap ZA Card4. Select &#x27;Replace Card&#x27; A gentle reminder: HKD 50 will be charged for Physical ZA Card replacement.

Cannot use paywave function

Yes. The expiry date of ZA Coin is the last calendar date of the second year from the date you earned the ZA Coin. For example, for ZA Coin earned in the year of 2023, the expiry date will be on Dec 31, 2025.

Will ZA Coin expire?

There are 2 types of spending limit: daily spending limit and monthly spending limit. Daily spending limitFor security reason, daily spending limit applies depending on different conditions:When account is opened instantlyUpon account opening: HKD 10,000Upon same-name account transfer from another bank: HKD 30,000Upon internal review: HKD 50,000Monthly spending limitDefault monthly spending limit is HKD 300,000. You can also manage your budget flexibly by setting a monthly spending limit in the ZA Bank App 「Account」&gt; 「ZA Card」&gt;「Management Transaction」. You can set the monthly spending limit within the range of HKD 0 - HKD 1,000,000.Please note that your available spending balance is the daily remaining spending limit, monthly remaining spending limit or HKD savings account balance, whichever is lower.

Spending limits

ZA Fam is the seed membership program operated by ZA International Financial Services Limited. ZA Fam strives to bring brand new financial service and digital lifestyle experience to Hong Kong through the community-driven approach.ZA Coin is the designated reward scheme of ZA Fam, aiming to bring various rewards to its users by collaborating with various partners, e.g. ZA Bank.As such, you’ll need to register a ZA Fam membership account first where ZA Coin will be activated at the same time, and then you can link to ZA Coin at ZA Bank App.

Why you're required to register ZA Fam to link with ZA Coin

If you discover any suspicious ZA Card transactions. We suggest that you go to the ZA Bank App &gt; Account &gt; ZA Card, Tap &quot;Lock Card&quot;, and verify the transaction(s) with the corresponding merchant (s).You can check your Apple transaction(s) throughyour iPhone: App Store &gt; click your profile icon on the top right-hand corner &gt; tap on your name &gt; click Purchase History, and you can review the purchase record.You can also check your Apple transaction(s) through the website Apple Support (https://support.apple.com/). Click &gt; &quot;Billing and subscriptions&quot;, then click &quot; Identify unfamiliar charges&quot; under &quot;Confirm billing charges&quot;, and follow its guidelines to verify the transaction(s).If you have concerns about your Apple purchase history made with your ZA Card, we suggest that you contact Apple first to understand the transaction details. If you still need our assistance, you can log into the ZA Bank App, select the corresponding transaction in &quot;Homepage&quot; &gt; &quot;Activity&quot;, and then click &quot;...&quot; in the lower right corner, and click “Dispute” to initiate a dispute on the corresponding transaction. Click <a href="https://bank.za.group/en/support/details?title=Individuals&amp;PFAQ=Individuals-za-card&amp;FAQ=dispute-transaction" target="_blank">here</a> to learn more about the transaction dispute process.

I have never made a transaction at Apple.com/bill, yet this suspicious transaction occurred in my Activity log. What should I do next?

When the transaction fails and the payment is returned to the account, the original earned ZA Coin will be deducted. When there is insufficient ZA Coin , the equivalent balance of cash will be deducted from your savings account.

What “Cash deducted from ZA Coin” means

No charge by the bank for using Apple Pay.

Are there any additional costs associated with using Apple Pay?

Got a new device? You&#x27;ll need to add your ZA Card to Apple Wallet again. Please refer to <a href="https://bank.za.group/en/support/details?title=Individuals&amp;PFAQ=Individuals-za-card&amp;FAQ=za-card-apple-wallet" target="_blank">Here</a>.Don&#x27;t forget to follow these steps to remove your card before you sell, give away or dispose of your old device.1. Open the Wallet app on your old device2. Select your ZA Card3. Tap the &quot;more&quot; icon in the top right of the screen4. Scroll down and tap &quot;Remove This Card&quot;

Switching to a new device

You can add ZA card to Google Pay app in you mobile device：1. Open Google Pay App and click ‘Add Card ’ &gt; ‘ Payment method ’ &gt; ‘ Credit card or debit card’2. Enter your ZA Card Information3. Confirm the related T&amp;Cs4. Verify with SMS OTP5. You’ve successfully added ZA Card to Google Pay

Adding ZA Card to Google Pay

No charge by the bank for using Google Pay.

Are there any additional costs associated with using Google Pay?

We are not able to cancel the delivery of physical card once it has been sent out. We recommend you not to activate the physical card after receiving it, or cut the card tape and dispose it properly.

Can I cancel the physical card delivery if it is on the way?

When the customer goes through the APP for self-service consumption dispute process, if the transaction is an unauthorized transaction, after confirming the submission of the dispute, we will lock the customer&#x27;s ZA Card to ensure the safety of the customer&#x27;s card use.

Why is my card locked?

All ZA Card personalised numbers are on a first-come, first-served basis. If your favorite number shows “not available” , you can try another combination before it&#x27;s too late!

I can't customise my ZA Card number

There may be various reasons for unidentified card transactions. Here are some possible explanations to help you to confirm the transaction: Confirm the Merchant Name Merchants sometimes register under different names such as company name, so the name on the transaction record or monthly statement may not be the same. Try to find related names from the Internet to see if you can find more details. Pay attention to extra costs Some retailers (such as hotels, taxis, airlines or car rental services) may charge additional surcharges in addition to the basic fees. Check receipt and email Check your receipt to see if there are any transactions of the same amount on that day and display them under different merchant names. Also please check your email, as you will often receive electronic confirmation emails or receipts with the merchant ’s registered name. Transaction made around similar time Check the transactions that are made around the same time. This might remind you of where you had been at that time and help you figure out the unidentified transaction. Consider the exchange rate If the unconfirmed transaction is settled in foreign currency, the final transaction amount may be different from your purchase. Regarding refund transactions, when the refund amount is converted into Hong Kong dollars, the final refund amount may be different from your purchase. Check if it’s a recurring payment The transaction may be a recurring payment, such as automatic transfers, involving services or subscriptions that you set up previously. Free trial If you have recently signed up for free trial services, please check the terms and conditions of the free trial. The free trial period may have been expired and required payment for goods or services.

How to do on any unidentified card transactions?

Some merchants/organisations ( e.g Gas stations / hotels ) may pre-authorise an amount upon the transaction is completed, resulting a higher debit amount compared to the actual spending.The merchant will reconcil the account with the bank on the actual settlement date (usually 30 days after payment) and refund the difference.If the difference is not refunded on the settlement day, you can file a <a href="https://bank.za.group/en/support/details?title=Individuals&amp;PFAQ=Individuals-za-card&amp;FAQ=dispute-transaction" target="">debit card dispute</a> via LiveChat Channel.

Debit amount exceeding the actual spending

If you want to suspend using ZA Card, you can use the &#x27;Lock Card&#x27; function:1. Log in to ZA Bank App2. Tap the &quot;Account&quot; icon in the menu bar3. Tap ZA Card 4. Select &quot;Lock card&quot;Once you have locked your ZA Card, all card purchases and ATM withdrawal will be automatically declined (excluding the transaction adjustments initiated by bank on a previous purchase, if there is any). After card activation, you can &quot;Lock card&quot; to suspend using ZA Card.ZA card can only be cancelled together with ZA Bank account closure.

Stop using ZA Card temporarily

If your ZA Card is stolen or you suspect that the card information has been leaked, please lock your card immediately via ZA Bank App and contact our Customer Services at 3665 3665 or our online customer service. App Lock Card Step:1. Log in to ZA Bank App2. Tap the &quot;Account&quot; icon in the menu bar3. Tap ZA Card4. Select &#x27;Lock Card&#x27; You may also request for card replacement via below steps:1. Log into ZA Bank App2. Tap the &quot;Account&quot; icon3. Tap ZA Card4. Select &#x27;Replace Card&#x27;

I suspect my card has been stolen

To keep your bank account safe, please make sure you&#x27;ve received the physical card before following the steps below to activate your ZA Card. 1. Log in to ZA Bank App2. Tap the &quot;Account&quot; icon in the menu bar3. Tap ZA Card4. Click the &quot;Activate ZA Card&quot; icon in the screen5. Pull the startup progress bar to the right6. Setup the ATM withdrawal password Physical card activation completed!

Activating my physical card

You can raise dispute once per transaction. Failure of dispute would be charged the dispute handling fee HKD 100.00/dispute. According to VISA guideline, the dispute may take 84 working days to handle.

If a consumer dispute appeal fails, will I be charged a fee?

If you have already replaced your ZA Card / your ZA Card has expired, you can destroy the old card yourself. To protect your ZA Card information security, you can cut your card through the magnetic strip and the chip or destroy it in other secure ways.

I have replaced a ZA Card / my ZA Card has expired, how should I dispose of the old card?

ZA Card’s Visa payWave contactless payment setting only supports online authorisation. However the e-payment system used at the tunnels does not support this setting. No worry, you can still use your ZA Card for contactless payments at other merchants. Please pay attention the latest information from Transport Department for when ZA Card can be used for tunnel fee payments.

Why the tunnel fee payment via ZA Card is failed？

If your transaction fails but your account is debited, please keep the transaction record ( e.g receipt / transaction screenshot ) and contact us via the LiveChat Channel.

Amount deducted in transaction failure 

If your iPhone, iPad or Apple Watch is lost or stolen, you can go to iCloud.com or use the “Find My iPhone” App to suspend or permanently remove your ZA Card from that device. If your device is turned off or does not connected to a mobile or Wi-Fi network, the action will be processed once it is online again.

I've lost my Apple devices

Apple Pay is currently available on the following devices:■ iPhone SE or later ■ iPad 3 or later ■ All Apple Watch models paired with iPhone.

Devices that support Apple Pay

You won&#x27;t be able to use ZA Card on Apple Pay after cancellation.

Can I keep using Apple Pay if I cancel my ZA Card?

Yes, please remove the old ZA Card and add the new card through ZA Bank App or directly in Apple Wallet.

My virtual card has been reissued. Should I set up Apple Pay again?

ZA Coin is a brand new reward scheme operated by ZA International Financial Services Limited.Through ZA Coin’s partners, users can earn ZA Coin and redeem various rewards. ZA Coin is one of the reward schemes collaborated with ZA Bank. By <a href="https://bank.za.group/en/support/details?title=Individuals&amp;PFAQ=Individuals-za-card&amp;FAQ=how-to-link-za-coin" target="">linking to ZA Coin</a> at ZA Bank App, you can earn ZA Coin with <a href="https://bank.za.group/en/support/details?title=Individuals&amp;PFAQ=Individuals-za-card&amp;FAQ=za-coin-eligibility-transactions" target="">eligible transactions</a> of your ZA Card. You may also <a href="https://bank.za.group/en/support/details?title=Individuals&amp;PFAQ=Individuals-za-card&amp;FAQ=how-to-earn-za-coin" target="">earn more ZA Coin</a> from ZA Bank’s promotions from time to time.

What is ZA Coin?

After linking to ZA Coin at ZA Bank App, you can earn ZA Coin when spending with ZA Card.Keep an eye on the <a href="https://bank.za.group/en/za-card" target="">latest promotions</a> that you can earn more ZA Coin.Please keep in mind that, if you cannot link to ZA Coin successfully, your ZA Card spending will not be able to earn any reward. You also cannot join the campaigns that use ZA Coin as rewards.

How to earn ZA Coin

You can choose to cancel appeal in the progress of the consumption dispute. However, the option to cancel the appeal will not be available if the transaction dispute appeal has been submitted and already forwarded to the card organization.

Can I cancel the [Consumption Dispute] appeal on my own?

We recommend that you first check with the corresponding merchant for refund details. The actual refund time will vary depending on the processing by different merchants and acquirers.After receiving the merchant&#x27;s refund instructions, we will refund the money to your HKD Savings Account.If you need further assistance, please send us a copy of the relevant refund note/merchant cancellation notice so we can check the corresponding record.

The merchant has already refunded; why have I still not gotten the refund from ZA Bank?

Transaction may be rejected due to the following reasons. You may double check the relevant settings.■ Whether you&#x27;ve completed the verification process by ZA Verify;■ Insufficient spending/withdrawal limit for the day/month;■ Insufficient account balance;■ Entering the wrong CVV and expiration date; ■ The payment platform may reject the transaction due to the potential risks.

Transaction has been rejected

Got a new device? You&#x27;ll need to add your ZA Card to Google Pay App again. Don&#x27;t forget to follow these steps to remove your card before you sell, give away or dispose of your old mobile device.1. Open the Google Pay app2. At the top left, tap ‘Menu’ &gt; ‘Payment methods’.3. Tap the payment method you want to remove.4. At the top right, tap &#x27;More&#x27; &gt; Remove payment method.

Switching to a new device for Google pay

To make contactless payments with Google Pay, your mobile phone must work with near-field communication (NFC), with Android version in Lollipop (5.0) or higher.

Devices that support Google Pay

You will not be able to use ZA Card on Google Pay after cancellation.

Can I keep using Google Pay if I cancel my ZA Card?

Go to ZA Bank App &quot;Account&quot; &gt; &quot;ZA Coin&quot; to redeem ZA Coin to cash anytime. We&#x27;ll credit the cash to your HKD savings account instantly upon successful redemption.Current redemption rate: 100 ZA Coins = HKD 1You can also log in to coin.za.group and redeem e-coupons on the ZA Coin platform.

Redeeming your ZA Coin

Eligible transactions made with ZA Card can earn ZA Coin. Eligible Transactions means retail transactions but does NOT include the following:■ Insurance payment;■ Payment to Inland Revenue Department;■ Payment to merchant in gambling and betting;■ Payment in relation to crypto-currencies;■ Payment to financial institutions, including dealers / brokers;■ Money transfers to personal accounts;■ Purchases of foreign currencies, money orders or traveler’s cheques■ Quasi-cash transactions■ Digital wallet top-ups;■ Payments of financial charges or fees; or■ Cancelled, reversed or unposted transactions (including partial or full reversal or cancellation).

Eligible transactions made with ZA Card to earn ZA Coin

Please login the ZA Bank App to contact our online customer service if you want to unlink ZA Coin.

Unlinking  ZA Coin from your card

You need to use the same number for ZA Card registration to successfully link to ZA Coin.If you need to change the registration phone number of ZA Coin, please email zacoin@za.group to contact the Customer Service.If you need to change the registration phone number of ZA Card, please refer to <a href="https://bank.za.group/en/support/details?title=Individuals&amp;PFAQ=Individuals-mobile-app&amp;FAQ=update-personal-information" target="">Updating Your Phone Number</a>.If you need any further assistance, please contact us through the LiveChat Channel.

Phone number for linking to ZA Coin

If a transaction has been reversed or cancelled (including partial or full reversal or cancellation), we will deduct the reward earned in the transaction (if any) and/ or cancel the right to earn rewards and will NOT grant a new PowerDraw Chance on the new transaction(s) derived from the reversal or cancellation. If your ZA Coin balance is insufficient, we will deduct an amount from your ZA Bank HKD savings account corresponding to the cashback able to be made from the units of ZA Coin you earned in relation to the original transaction.If the transaction amount is partially refunded but the ZA Coin earned in the transaction is fully deducted, you can contact us via LiveChat Channel.

ZA Coin triggered by the cancelled transaction

The cap of ZA Coin that can be earned in each calendar month may vary subject to the promotions. Please refer to the relevant terms and conditions of the promotion details. A gentle reminder that the monthly cash exchange limit of ZA Coin is 10,000 HKD. You can learn more in <a href="https://zaif.za.group/en/user-center" target="">coin.za.group</a>

Cap of ZA Coin Rebate

You can adjust your ZA Card spending limit anytime:1. Log in to ZA Bank App2. Tap the &quot;Account&quot; icon in the menu bar3. Tap ZA Card 4. Select &quot;Management Transaction&quot;The change will take effect immediately upon confirmation.

Adjusting your spending limit

ATM language options are determined by ATM acquirers. Local JETCO ATMs support English and Traditional Chinese, and users can select the language after inserting the ZA Card. HSBC and Hang Seng ATMs only support English for the time being. If you need to operate ATM in Chinese, please use include JETCO and Visa system ATMs.

Changing ATM language settings

If your Physical ZA Card is damaged, you may log into the ZA Bank App for a new card. Please follow the steps below. 1. Log into ZA Bank App2. Tap the &quot;Account&quot; icon3. Tap ZA Card4. Select &#x27;Replace Card&#x27; A gentle reminder: HKD 50 will be charged for Physical ZA Card replacement.

Replace damaged Physical ZA Card

You can check the latest progress of your current consumer dispute case in the consumer dispute progress. We will also notify you of the latest progress of this transaction dispute by email or APP Push.

How do I know the latest developments in consumer disputes?

You can raise dispute once per transaction, before initiating a transaction dispute, please consider to contact the relevant merchant first, as they may resolve your transaction dispute faster (it is because we may also require information from the merchant to process your transaction dispute, so contacting them directly may save you time). You can typically find the relevant merchant&#x27;s contact information on your receipt or billing statement.

If the consumer dispute appeal fails / cancels the consumer dispute appeal by itself, can I submit the application again on the APP?

Please upload the required information through the APP, and provide relevant information within 14 calendar days, otherwise the transaction dispute will be rejected.

How to submit supplementary information？

You are reminded to ask the merchant for details before you enter into the transaction because settling foreign currency transactions in Hong Kong dollars may involve a cost higher than Foreign Currency Transaction Fee.

How can I know if the merchant or acquirer is registered in a place other than HK?

If there is a transaction cancelled or charged twice that have not yet received a refund, you can check with the merchant to see if the refund instruction has been sent to the clearing house. The time taken for the refund to arrive may vary depending on the actual processing time of the merchant and clearing house. A few steps for you to find out the refund status: 1. Contact the merchant to confirm whether a refund instruction has been sent to the clearing house. We’ll proceed and prioritise the refund when the instruction is received; if the merchant has not sent any clearing instructions, we’ll automatically refund after the settlement deadline. 2. The exact time of a refund varies depending on the actual processing time of the merchant and clearing house. Generally, the final settlement date for a merchant is 30 days after the payment date. To check the refund status, you can go to the ZA Bank App &gt; homepage &gt; Activity or Account &gt; ZA Card tab to view the transaction record. 3. If the merchant has provided you refund/cancelation confirmation, please prepare the following documents and contact us via online chat in the ZA Bank App: ■ Copy of the receipt ■ Refund/cancellation proof

Check your refund status

Yes, please remove the old ZA Card and add the new card on Google Pay App.

After my virtual card has been reissued, should I re-setup Google Pay?

To view your ZA Coin record:1. Log in to ZA Bank App2. Tap the &quot;Account&quot; icon in the menu bar3. Select &quot;ZA Coin&quot; to view details4. Tag icon in the top right of the screen to view detials You can also log in to coin.za.group to check the ZA Coin full transaction record.

Checking your ZA Coin record

Link to ZA Coin for spending rewards!<div class="media-wrap video-wrap"><video id="video61473" controls="" class="media-wrap video-wrap" id="video480465" src="https://cdn.zaticdn.com/if/za-web-common/static/assets/video/za_coin_EN.mp4"></video></div>Please note that, if you <a href="https://bank.za.group/en/support/details?title=Individuals&amp;PFAQ=Individuals-za-card&amp;FAQ=how-to-link-za-coin-mobile" target="">cannot link to ZA Coin successfully</a>, your ZA Card spending will not be able to earn any reward. You also cannot join the campaigns that use ZA Coin as rewards either.

Link to ZA Coin for spending rewards

If your ZA Card is lost, you may log into the ZA Bank App immediately to lock the card. App Lock Card Step:1. Log in to ZA Bank App2. Tap the &quot;Account&quot; icon3. Tap ZA Card4. Select &#x27;Lock Card&#x27; To protect your account safety, suggest You may also request for card replacement via below steps:1. Log into ZA Bank App2. Tap the &quot;Account&quot; icon3. Tap ZA Card4. Select &#x27;Replace Card&#x27;

Report lost card

When you make a purchase with your ZA Card,the relevant authorised amount will be temporarily deducted from your Hong Kong dollar savings account pending settlement initiated by the merchant.As the authorised amount may differ from the actual transaction amount, when the merchant settles the transaction, we will deduct the difference between the two transaction amounts from your HKD Savings Account or return it to your HKD savings account for &quot;spending adjustment&quot;.

 What does  “spending adjustment” refer to in transaction records?

We&#x27;re sorry to see you go. Actually, your account has no minimum balance requirement or annual fee. That means you can keep it for free! If you still want to close your account, please refer to the following steps: 1. Log in to the ZA Bank App2. Tap on your profile picture on homepage3. Tap&#x27;Account Information&#x27;4. Tap&#x27;Close account&#x27;at the bottom of the page5. Follow the instrution accordingly You can submit your request in the ZA Bank App from 7am to 12am each day. If you need further assistance, feel free to contact us via the online chat. If you have any scheduled transfer/service with us, it won&#x27;t be executed after account closure. Please be reminded to make alternative arrangements. Please be reminded to download all bank statements, e-advices, loan agreements (if any) or other account documents before account closure through our Bank App. Statement record will no longer be available after account closure. The latest bank statement, if any, of this account will be sent to your correspondence address by post. You may also apply for historical bank statements in paper form after account closure by contacting our customer service hotline at 3665 3665.

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As a licensed bank and “Your Future Bank for Now”, ZA Bank use technology to conquer the limitations of traditional banks, bringing our users a more convenient banking experience without sacrificing security. And you can also enjoy 24x7 customer service!