Frequently Asked Questions

livi makes things simple. You can apply for liviSave if you are:

- At least 18 or above with a Smart Hong Kong Identity Card
- A Hong Kong resident with a valid Hong Kong address
- Currently in Hong Kong and have a Hong Kong mobile number

This could happen for a few reasons, the most common being:

- You are under 18 years old
- You already have liviSave
- We were unable to approve your application based on the personal information you provided. Please contact liviCare at (852) 2929 2998 for assistance. 

It's completely free!

Opening is easy and can be done in as quick as 5 minutes. You’ll need:

- A smartphone with front and back cameras running iOS 10.3 / Android 7.0 or higher
- Your Hong Kong Identity Card

Once you have these, simply download livi app from the app store and register.

In most cases, your account will be ready instantly. If not, we will do our best to get back to you within two business days. We will notify you via SMS, email or phone call once your account is ready, or if we need additional information from you.

 

This is so we have alternative ways of contacting you to provide information about your account. To learn more about how livi will use your personal information, please refer to the Personal Information Collection Statement on our website or in app.

livi collects your personal information to provide you with safer financial services. For certain transactions, this information is used to verify your identity and prevent identity theft. To learn more about how livi will use your personal information, please refer to the Personal Information Collection Statement on the livi bank website or livi app. You can update your personal information at any time.

livi PayLater is new way to pay brought to you by a spending instalment with a revolving line of credit. By using livi PayLater Mastercard, a transaction can be repaid in instalments for up to 36 months.

If the instalments are duly repaid, only a personalised monthly handling fee will be charged. Please refer to the Key Facts Statement and Fees & Charges for details.

You will need to accept the offer before using it. If you do not accept the offer within 30 days of receiving the approval, the application will be cancelled.

Of course. You are more than welcomed to apply again.

Normally, you’ll be instantly approved once your application is received. Should we require additional information, we will reach out via SMS / email / phone call.

This feature is currently unavailable.

Each purchase must meet the following requirements:
- At or above minimum instalment amount (Transactions below this amount will be settled by liviSave)
- Sufficient credit limit remaining
- An acceptable type of spending as determined by livi

No, liviSave is a prerequisite for a livi PayLater application.

You can spend by using the livi PayLater Mastercard in the following ways:
- Add the livi PayLater Mastercard to Apple Pay or Google PayTM
- Input livi PayLater Mastercard number, expiry date and CVV at online checkout


Apple Pay is a trademark of Apple Inc., registered in the U.S. and other countries.
Google Pay is a trademark of Google LLC.

Yes, all foreign currency transactions will be settled in HKD according to the relevant terms.

The transaction will be made via liviSave if the amount is below the threshold. If there’s insufficient balance, the transaction will be declined.

On the “Overview” screen, tap “Transactions” to view details of each transaction.

Tap a spending on “Transaction” page and you will find all details including handling fee, APR and monthly repayment amount.

APR is a reference rate, which includes all applicable interest rates, fees and charges of the product, expressed as an annualised rate, and is calculated using method specified in relevant guidelines issued by The Hong Kong Association of Banks. Our range of APR is 3.18% - 18.33% referring to the APR of personalised monthly handling fee and it will be reviewed from time to time. APR for each transaction may vary. Please refer to “Transactions” page for details.


If a payment due is not received in full on or before the payment due date, you will pay default interest in addition to your personalised monthly handling fee. Daily default interest will accrue daily, and will be charged on the overdue amount at a rate of 1.5x (i.e. 150%) of your current APR applicable to the overdue loan. According to the APR range mentioned above, the corresponding range of annualised default interest rate is 4.77%-27.50%. APR will be reviewed from time to time. Please refer to “Livi Bank Limited Fees & Charges”.

You can change the repayment period for each purchase once before the first statement is issued, which is typically the second month after the transaction. For example, a transaction in January, the first statement will be issued on 1 March.


You may also change the default repayment period anytime, which will take effect on all future transactions.

You can make this change before accepting the offer, or follow the steps below at anytime to do so:

1. Tap “Cards” under livi PayLater on Overview screen

2. Select “Minimum Instalment Amount”

3. Enter a new amount then tap “Confirm”

The default minimum instalment amount is 100 HKD.

No, you can only use it to pay for your purchases.

Refund will be credited to your liviSave. You can then arrange an early settlement. Please note that an early settlement fee may be charged.

Each statement will show the amount you need to repay on the due date. You can make repayments in app, or leave sufficient funds in liviSave for automatic repayment on the due date.

10th of each month is the repayment date for the current statement.

You may repay all outstanding principal, interest and handling fees for an instalment all at once. Partial prepayment is not supported. The early settlement fee is charged at 3% of the remaining principal, and is waived if an instalment is repaid in full on or before it is first posted on a statement. For example, if you make a purchase via livi PayLater on 22 May 2021, this transaction will be first posted for repayment on the monthly statement to be issued on 1 July 2021. livi may adjust the early settlement fee from time to time.

livi PayLater is a revolving line of credit. The credit limit will be made available once repayment is made.

Yes, you may terminate this service once you have settled all outstanding balance in full.

All livi services are free of charge at present. For more information, please go to "Fees & Charges" under "Useful Links".

You may change your correspondence address on the livi app.

1. Tap "Profile Settings" on the top right-hand corner of your home Overview screen
2. Select "Personal Information" then enter your PIN code
3. Select "Your address" and tap "Edit" under “Correspondence Address”
4. Type in your new address and tap "Continue"

To change your mobile number, you must have activated the Soft Token on the mobile phone that you have linked to your livi account.

1. Tap "Profile Settings" on the “Overview” screen
2. Tap “App Settings”, select "Security" then "Mobile Number"
3. Tap “Change Mobile Number” and authenticate with your PIN Code
4. Enter your new mobile number and tap "Continue"
5. Enter the verification code we sent to your new mobile number

You can view your monthly e-statements on the livi app.

1. Tap "Transactions" on the Overview Screen
2. Tap "Statement"
3. Select the period and press "View"

If you wish to download the e-Statement, tap ‘’Download’’ to save it onto your device.

Your e-statements are normally sent on the first calendar day of each month. You will also receive a notification when it’s ready.

To help reduce paper usage, we only provide e-statements. If you need paper statements, please contact liviCare at (852) 2929 2998.

In order to protect your account, livi uses a Soft Token to verify your identity when you make high-risk transactions. To use the Soft Token, you need to set up a 6-digit PIN Code. It is different from your login password and is designed to add an additional layer of security. It must set up before making a high-risk transaction.

1. Go to "Profile Settings" from the "Overview" screen
2. Tap “App Settings” then "Security"
3. Tap "Soft Token"
4. Tap "Change PIN Code"

Your login password must:

- Be 8 to 16 characters in length
- Contain at least 3 of the following: numbers, uppercase letters, lowercase letters, and symbols (!@#$%^&)
- Not contain any three identical consecutive characters (e.g. 333, bbb)

There are two simple ways to do that:

Option 1
Tap "Forgot Password?" at “Login” page.

Option 2
1. Tap "Profile Settings" on “Overview” screen
2. Tap “App Settings” then "Security"
3. Tap "Login Password"
4. Tap “Change Login Password” and follow the instructions

To ensure the safety of your account, you will be asked for the PIN Code when performing high-risk transactions.

To set up Soft Token:
1. Tap “Profile Settings” on the “Overview” screen
2. Tap “App Settings” then select “Security”
3. Tap “Soft Token”
4. Turn on “PIN Code” and follow the instructions

To enable biometric authentication for Login Password:
1. Tap "Profile Settings" on the "Overview" screen
2. Tap "App Settings” then select "Security"
3. Tap "Login Password"
4. Tap "Biometric Authentication" and follow the instructions

To enable biometric authentication for Soft Token:
1. Tap "Profile Settings" on the "Overview" screen
2. Tap "App Settings” then select "Security"
3. Tap "Soft Token"
4. Tap "Biometric Authentication" and follow the instructions

If you wish to terminate your liviSave, please go to “Personal Information” under “Profile Settings” in livi app and tap “Service Termination” then follow the instructions.

To improve our services, we regularly provide updates and maintenance to our banking system. Our regular system maintenance is scheduled at 04:00 to 08:00 HKT every Saturday. During this period, some services on our app will be temporarily unavailable.

The daily interest is calculated based on your end-of-day balance and current interest rate. The annual interest amount is calculated on the following year basis:
•    HKD – 365 days (for both ordinary and leap year) 
•    USD or CNY -360 days 
You can check the interest earned for the previous day and year-to-date on livi app.

 

We'll let you know as soon as this function is available. 

Deposit Protection Scheme (DPS) protects depositors by paying compensation to them in the event of a bank failure. In Hong Kong, the DPS is established under the Deposit Protection Scheme Ordinance. In case a member bank of DPS (a Scheme member) fails, the Hong Kong Deposit Protection Board will pay compensation up to a maximum of 500,000 HKD to each depositor for their eligible deposit of the failed Scheme member.

Deposits of up to 500,000 HKD are protected, including both principal and interest.

We support the following types of transfers:

- Instant HKD and CNY transfers via FPS
- Real Time Gross Settlement (RTGS) for local banks:
•    Transfer money from other local banks: HKD, USD and CNY
•    Transfer money to other local banks: USD
- Small-value Transfers
- Scheduled transfers
- Quick Save transfers from your other bank account

 

Tap "Transfer" on the Overview screen to begin. We support transfers via recipient's mobile number/ email address/ account number / FPS ID.

•    Via FPS: transfers will be processed and received by the recipient immediately. Actual receiving time would depend on the arrangement of the receiving bank.


•    Via Real Time Gross Settlement (RTGS): Under normal circumstances, the transfers will be processed on the same business day (i.e. Mondays to Fridays; excluding Saturdays, Sundays and public holidays) if the transfer instruction is submitted before the cut-off time as the Bank may from time to time designate. In case the transfer instruction is submitted after the cut-off time or during Saturday, Sunday and Public Holiday, it will be processed on the following business day. Actual receiving time would depend on the arrangement of the receiving bank.


•    Scheduled transfers are processed between 9am-12pm. Transfers scheduled for the same day may not be cancelled after this time.

Yes, the maximum Daily Transfer Limit is 500,000 HKD equivalent. This limit is shared by all currencies. If you would like to set your own limit, please follow steps below.

1. Tap "Profile Settings" on the Overview screen
2. Select "Payment & Transfer"
3. Select "Transfer”
4. Select "Daily Transfer Limit" and follow the instructions

Only HKD, USD and CNY are available at the moment.

•    Via FPS: FPS transfers within Hong Kong can be made at any time, even on weekends and public holidays. 


•    Via Real Time Gross Settlement (RTGS): From Mondays to Fridays (Excluding public holidays), instructions submitted between 08:30 and 15:00 will be processed on same business day; and in case the transfer instruction is submitted after the cut-off time or during Saturday, Sunday and Public Holiday, it will be processed on the following business day.

1. Tap "Profile Settings" on the Overview screen
2. Select "Payment & Transfer"
3. Select "Transfer" then tap “FPS”
4. Follow the instructions to register for FPS using your mobile number, email address or HKID

Please note that registering with HKID only enables you to receive funds from the eligible organisations (such as qualified institutions or the HKSAR Government).

All transfers are free of charge. But receiving banks may impose fees based on different circumstances. Please contact the receiving bank for details.

Small-value Transfer enables transferring smaller amounts without two-factor authentication. So long as your transfers don't reach your imposed limit (daily maximum of 10,000 HKD equivalent, the "Small-value Transfers" service currently supports transfers in HKD and CNY only and the limit is shared by transactions in HKD and CNY), you will not be asked for authentication.  

Quick Save is a service for making fast transfers to your liviSave by linking it to another bank account of yours.

1. Tap "Profile Settings" on the Overview screen
2. Select "Payment & Transfer"
3. Select "Transfer"
4. Select "Quick Save" and follow the instructions

To avoid overdraft fees by the sending bank, please ensure sufficient funds in your other bank account.

Our branch code is 756. The branch code is a unique code assigned by Hong Kong Interbank Clearing Limited (HKICL). Every institution must have at least one branch code in their clearing system, even if there is no physical branch.

1. Tap “Profile Settings” on Overview page
2. Select "Payment & Transfer"
3. Select “Transfer” then “FPS”
4. Tap “Change” beside mobile number or email address or “Remove” under HKID
5. Tap “Remove this account from FPS” at the bottom then follow the instructions.

1. Tap “Profile Settings” on Overview page
2. Select "Payment & Transfer"
3. Select “Transfer” then “Scheduled Transfer”
4. Choose the transfer you wish to cancel then tap “Change”
5. Tap “Cancel this transfer” at the bottom then follow the instructions.

1. Tap “Profile Settings” on Overview page
2. Select "Payment & Transfer"
3. Select “Transfer” then “Quick Save”
4. Choose the instruction you wish to remove then tap “Change”
5. Tap “Cancel Quick Save” at the bottom then follow the instructions.

You can enable it by tapping “Pay” on the Overview screen.

After enabling QR Payment, simply tap "Pay" on your Overview screen then present the QR code to the merchant.

You can pay with QR Payment at any of the 50,000+ Merchants who accepts UnionPay QR in Hong Kong.

- The QR Code is valid one-time only with a time limit
- Suspicious transactions will be stopped by our security system
- The QR Code should only be displayed at the merchant for payment. Please do not disclose it to others.

You can suspend this QR Payment in Profile Settings. Go to “Payment”, then select “Suspend QR Payment” and follow the instructions. You will not be able to pay with QR Payment after this.

If you want to cancel your QR Payment altogether, please contact liviCare at (852) 2929 2998 for assistance.

Please contact liviCare immediately at (852) 2929 2998 if you see any suspicious or unauthorized transactions.

If you wish to dispute a transaction or raise a chargeback request, please call liviCare at (852) 2929 2998 then fill out and mail the Transaction Dispute Form to us.

Chargeback allows transaction(s) to be reversed and related payment(s) to be refunded under certain circumstances. For example:

- If the goods received are damaged or do not match the description.
- If you paid for the services which were not provided.
- If you paid for the merchandise but did not receive it.

As the card-issuing bank, livi will raise a chargeback request on your behalf against the merchant. If the merchant accepts the chargeback request and issues a refund, we’ll return the money to you accordingly.

If you wish to dispute a transaction or raise a chargeback request, please call liviCare at (852) 2929 2998 then fill out and mail the Transaction Dispute Form to us. We will get back to you in two working days after receiving your written request.

The form can be downloaded at the bottom of Payment page on our website.

Your request will be processed in 60 to 90 days in general. The processing time may vary depending on the complexity of the issue (i.e. if chargeback disputed by merchant). Please contact liviCare at (852) 2929 2998 for matters regarding your request.

livi Debit Mastercard is a Mastercard® virtual debit card issued by livi. When you pay with livi Debit Mastercard, it will directly debit from your liviSave account, payment records can be viewed from liviSave transaction history and statement in livi app.


And as it is a virtual card, it will be only sent to your livi app.

livi customer who has liviSave can apply for a livi Debit Mastercard.

You can apply for a livi Debit Mastercard from livi app. Upon successful instant approval, livi Debit Mastercard will be generated and sent to your livi app. You can check your livi Debit Mastercard after login.

You can refer to the Fee & Charges in livi app or livi Website.

 

Apple Pay is a trademark of Apple Inc., registered in the U.S. and other countries.
Google Pay is a trademark of Google LLC.

livi Debit Mastercard can pay at both physical stores and online stores.

 

You can add livi Debit Mastercard to Apple Pay / Google Pay to make payment at physical stores. Merchants that accept livi Debit Mastercard will usually show logos of Mastercard, Apple Pay and/or Google Pay at stores.

 

You can purchase with livi Debit Mastercard at online merchants. Card number of livi Debit Mastercard can be retrieved at “Cards” within livi app.

1. Tap “Cards” on the Overview screen;

 

2. Tap “Card Number”;

 

3. Authenticate with your PIN to reveal card number, expiration date and CVC;

 

4. Copy the above information to the digital wallet of your choice;

 

5. Follow the instructions to add your card to the digital wallet.

You can pay with livi Debit Mastercard at any merchants accept Mastercard, Apple Pay and Google Pay.

Payment limit for livi Debit Mastercard is maximum 50,000 HKD per day. You can personalise / check your payment limit at “Cards” within livi app.

The following are some tips for using livi Debit Mastercard:

 

- Never disclose your card information of livi Debit Mastercard to others;

- Never record and store the card information in written format or digital format;

- Never add livi Debit Mastercard to Digital Wallets which are not possessed by you.

- Contact liviCare immediately if you notice any suspicious/fraudulent transaction;

- Check your transaction notification, transaction history and statement;

- Take reasonably security measure on protecting your personal information and safeguard your mobile device. You may refer to security measure as stated in livi Conditions for Services.

If you want to cancel standing instruction (SI) or direct debit authorization (DDA) on your livi Debit Mastercard, please contact the merchant to unsubscribe or cancel the payment directly.

Please call our liviCare to report loss of your mobile phone. We will help to block the usage of your livi Debit Mastercard. You should also delete the related card information from your Apple Pay and Google Pay Device(s). You are not liable for unauthorized transactions if you have not acted fraudulently, with gross negligence or have not otherwise failed to inform us as soon as reasonably practicable after having found that your card has been lost or stolen.

You may go to “Find my iPhone” app or “Find my Device” app to temporarily suspend “Apple Pay” or “Google Pay” or permanently remove the ability to make payments from your Apple Pay or Google Pay Device. For details, please refer to https://www.apple.com/hk/apple-pay/ and https://pay.google.com/intl/en/about/.

You can suspend the livi Debit Mastercard from the livi app. Tap the card icon under liviSave to enter “Cards”, select “Suspend Mastercard” and follow instructions. No transactions can be made after the card has been suspended.

 

If you want to cancel your livi Debit Mastercard, please contact liviCare at (852) 2929 2998 for assistance.

Please contact liviCare quickly at (852) 2929 2998 if you have unconfirmed transaction(s) on your statement or you notice unauthorized transaction(s). Customers should refer to the supporting information listed in the livi Website -> Features -> livi Debit Mastercard ->"Transaction Dispute Form" (for example, transaction date, amount, name of merchant, etc). liviCare will assist you to raise a chargeback request.

Once we receive your dispute, we’ll assist you by raising chargeback requests against the merchant acquirers on your behalf. If the merchant acquirers or merchant accept a chargeback request and issue a refund for the transaction, we’ll return the money to you accordingly.

Normally We will process your request in approximately 90 to 120 days the day when we receive your call to liviCare. The processing time may be extended due to the complexity of transaction(s) (for example, nature of dispute or issues caused by merchant). We will let you know the updated status through liviCare.

 

If your chargeback request is accepted, the disputed amount will be credited into your livi account. But if your chargeback request is rejected, we will inform you and you may continue to reach out to liviCare for further assistance.

Token Connect makes online shopping faster and more secure, eliminating the need to fill out your payment information which is being tokenized. Simply link your livi Mastercard to designated merchants on livi app to enjoy the ease of tap and pay!

You can add your card to the merchant’s website or app in a few easy steps:

1. Tap “Cards” on the overview screen

2. On the Cards page, select “Token Connect”

3. Find the merchant and tap the “+” beside the merchant’s name

4. Enter your PIN for authentication, then complete the registration at the merchant’s website / app

QR Cash enables you to withdraw cash from the designated ATMs without a physical ATM card. Each withdrawal will be directly debited from your liviSave account. Currently, all BOCHK and other designated ATMs support this service. Cash withdrawal records can be viewed in “Transactions” in app and in the e-statement.

Tap the “QR Cash” on the Overview screen and simply follow the instructions shown in app.

1.    Tap “QR Cash” on the Overview screen and set up a cash withdrawal instruction
2.    Tap “Withdraw Now” and authenticate with your PIN; “Withdraw Later” lets you save the instruction for 60 minutes. Tap “QR Cash” again to retrieve this instruction
3.    Select “UnionPay QRC Withdrawal” on the ATM then scan the QR code using QR cash in livi app
4.    Enter the in-app one-time withdrawal code on the ATM, then follow the instructions on the ATM to complete the cash withdrawal


Additional tips:
-    The validity period for the QR code on the ATM screen may vary. Please tap “Withdraw Now” before selecting “UnionPay QRC Withdrawal” on the ATM
-    Avoid glares and reflections when scanning the QR code
-    We do not charge any fees for using QR Cash. You may safely disregard any notices display from the ATM screen that there may be charges for cash withdrawal 

You can withdraw with QR Cash at all BOCHK and other supported ATMs in Hong Kong (choose “UnionPay QRC Withdrawal” at ATM). 

The maximum withdrawal limit is 10,000 HKD per day. If you would like to set your own limit, please follow steps below.


1.    Go to “Profile Settings” then tap “Payment & Transfer”
2.    Select “QR Payment” then “QR Settings”
3.    Tap “Local QR Cash Daily Limit”, then set your preferred limit on this screen  

You can currently withdraw in HKD with QR Cash.

You can delete your instruction using “Delete Instruction” under the Withdrawal Instruction screen.

We do not charge any fees for using QR Cash. 

- Please tap “Withdraw Now”  before selecting “UnionPay QRC Withdrawal” on the ATM
- Don’t share the one-time withdrawal code with others
- Contact liviCare immediately if you notice any suspicious or fraudulent transactions
- Check your transaction notifications, transaction history and statements 
- Take reasonable security measures to protect your personal information and safeguard your mobile device 

livi’s Happiness is where we bring delights and rewards for spending and saving. Here you can explore our ever-updating rewards, exclusive offers and pleasant surprises!

Get your Invitation Code by tapping on the “Invite a Friend” banner, then share it with friends. As a thank you, you will be rewarded for the first 50 friends to successfully open liviSave with your code.

Please refer to our Referral Offer Terms & Conditions for more details.

Shake Shake rewards you for using QR Payment to pay for purchases. Shake your phone after paying for a pleasant surprise!

Pay with QR Payment at any shop that accepts UnionPay QR in Hong Kong. Shake your phone after paying for a reward that can be redeemed on your next payment. You can earn up to 500 HKD each calendar month.

Unless stated otherwise, promotion rewards are automatically credited into your account immediately upon fulfilling the requirements. Please refer to the relevant terms and conditions for more details.

If you are eligible but haven’t received your reward, please contact liviCare at (852) 2929 2998 or via Live Chat in livi app for assistance.

Yuu is Hong Kong’s biggest, digital-first rewards club that connects over 10 brands and 2,000 shops and restaurants across the city, allowing members to earn points in more places, redeem more rewards, faster than ever.

Please note, yuu Rewards Club is owned and operated by DFI Development (HK) Limited and is subject to its own terms and conditions.

When shopping or dining at yuu Partners, you can display your yuu ID to earn points for spending. Please note that the earning of yuu Points is subject to yuu’s Terms & Conditions.

You can use your points to redeem cash vouchers or a whole range of exciting rewards in the yuu app. For details, please visit the yuu app or www.yuurewards.com.

This just means you haven’t linked your yuu account to livi with the invitation code.

You can still earn yuu Points before linking the two accounts, but you won’t be able to access the points you earned from livi.

Upon linking with the invitation code, the yuu Points earned from livi promotions will be credited to your yuu account instantly.
You can also check your yuu Points balance and access your yuu ID without switching apps.

Please ensure the mobile number you’ve entered is the same number registered with livi.

livi app only contains transactions of yuu Points that you have earned via livi. Points earned from any other sources will not be found here.

No. Please note that only one yuu account can be linked to your livi account. Once linked, you can’t unlink the yuu account from livi at the moment.

The yuu Points balance shown on the livi app should correspond to the balance found in your yuu app. If you believe the balance is incorrect, please contact contactus@yuurewardsclub.com.hk or chat with yuu team through the yuu app / website for assistance.

Your points will expire in a 3-year period if you don’t use them. If you don’t earn or use any points on your yuu account for two consecutive years, yuu will assume you no longer want to take part in yuu programme and will remove any unspent points.

Please note that the validity of yuu Points is subject to yuu’s own Terms & Conditions.

Your livi account will not be affected.

Your yuu account will not be affected.

If the issue is related to yuu Points from livi promotions, please contact liviCare at (852) 2929 2998 or via Live Chat in app for assistance. If it is related to your yuu membership and experience, please contact contactus@yuurewardsclub.com.hk or chat with yuu team through the yuu app/website for assistance.

u·plan is a platform provided by UnionPay International which brings together various shopping and dining offers. You can enjoy discounts and complete payments simply by redeeming u·plan e-Coupons via livi app and presenting the QR code to merchants for scanning. The process is fast and convenient.
For questions about using e-Coupons at retail stores, please contact the merchants directly. For questions about redeeming or using e-Coupons, please contact UnionPay International via their Customer Service Hotline on 800-967-222 (dial directly with no roaming voice call charges). You may need to provide the e-Coupon number and the name of the promotional campaign.