Frequently Asked Questions

You can apply for livi Business if:

•    Your company is registered in Hong Kong 
•    All account users hold a HKID and a liviSave account
•    Your business is a single-layered sole proprietorship, partnership, or limited company
•    You’re the ultimate beneficiary owner, director, or ultimate controller of the company

The application can be done in as quick as 20 minutes. All you need is:

•    A smartphone (running iOS10.3/Android 7.0 or higher) to download livi App from app store and follow the guided steps to first create liviSave, a personal savings account for identity verification
•    Next, follow through to create livi Business account for your company
•    The application will be sent to account users including ultimate beneficiary owner, directors and ultimate controller for endorsement at their own liviSave account
•    Pay for the application fee from liviSave account 
•    Accept the review result from us to activate the livi Business account

Business account opening is easy and document-free! 

The application fee is HK$300. 

This is necessary for us to verify your identity and accept your instructions against the company. It is mandatory for you to keep liviSave account active. 
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.

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

•    Your company is registered outside of Hong Kong
•    We are unable to verify the nominated account users or they have rejected your application
•    We were unable to approve your application based on the company information you provided. Please contact liviCare at (852) 2929-2908 for assistance

For livi Business application, endorsement by account users as specified in the application is required.
We will conduct application review immediately upon your payment of application fee. 
In most cases, the review result will be ready no more than 1 working day. We will notify you once the review result is ready for account activation, or if we need additional information from you through both email and SMS/push notification as per your choice.

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.

We understand that you may wish to set different approval authority to your company members when operating livi Business account. We strongly encourage you to do so for your own protection. 

•    Account Controller: One of the authorized signatories to operate your account with full authority to do everything 
•    Approver: One of the authorized signatories to operate your account with limited approval authority as per set out
•    Basic User & Viewer: An account user with no approval authority 

You can find detailed explanation in Appendix E of Conditions For Services. 
 

Subject to your business operation protocol, you may choose freely to assign 1 or 2 Account Controller(s) to give instruction and agreement with us.
Simply said, instruction given by 2 Account Controllers are a more prudent handling of your account. 
 

Sorry, you cannot apply livi Business account for your boss.  
We only accept application from ultimate beneficiary owner, director, or ultimate controller of the company.  
 
We can only process one livi Business application at a time.  
However, you can submit another application when the first livi Business application is successfully processed. 
Account opening is easy and document-less, with quick approval process, account can be ready as quick as in 24 hours!
After account is activated, you may add up to 50 company members to operate the livi business account.   
During account opening stage, initial applicant can add up to 10 company members, limited to ultimate beneficiary owner, director and ultimate controller.

Account Controller can add a new company member and/or new user (i.e. Approver, Basic User or Viewer) directly on livi App. Please follow steps below:

1.    Choose “Company Member" on the Settings screen
2.    Select “add member icon” on the top right corner and fill in details of the new member/user
3.    Assign designated company role and account role and follow the instructions

New Account Controller can only be promoted from company member list who is currently an Approver, Basic User or Viewer.
This instruction can only be initiated by a current Account Controller who needs to submit the request on livi App and serve a new Mandate. Please follow steps below:

1.    Tap "Signatory Settings" on the Settings screen
2.    Select “Edit Signatory Settings” and follow the instructions

For sure!
To change Approver, Basic User and Viewer is simple, it can be done easily by Account Controller directly on livi App, please follow steps below:

1.    Tap "Company Member" on the Settings screen
2.    Select the member and tap “edit” at “Assigned Role” section
3.    Select your desired account role and follow the instructions


However, if you wish to change Account Controller as stated in your current Mandate, you may serve a new Mandate to us to process this change, please follow steps below:

1.    Tap "Signatory Settings" on the Settings screen
2.    Select “Edit Signatory Settings” and follow the instructions

To remove Approver, Basic User and/or Viewer is simple, it can be done easily by Account Controller directly on livi App, please follow steps below:

1.    Tap "Company Member" on the Settings screen
2.    Select the member and tap “remove member” button at the bottom of the page

Definitely!
If you wish to change signing arrangement as stated in your current Mandate, Account Controller may submit the request on livi App and serve a new Mandate to us to process this change, please follow steps below:

1.    Tap "Signatory Settings" on the Settings screen
2.    Select “Edit Signatory Settings” and follow the instructions

We understand your company member may change from time to time. When it happens, please inform us immediately of the changes via livi App, please note that we only accept changes instruction from Account Controller. Please follow steps below:

1.    Tap "Company Member" on the Settings screen
2.    Select the member and tap “edit” at “Role of Company Member” section
3.    Select appropriate role and follow the instructions

Upon receiving your instruction, we will conduct review internally before executing your instruction. Please note that a company search might be required.

We are sorry to see you go! 
Please contact liviCare at (852) 2929-2908 for assistance.

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) 

We will notify you the interest earned every month on livi App.

Deposits of up to HKD500,000 are protected, including both principal and interest.
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 HKD500,000 to each depositor for their eligible deposit of the failed Scheme member.
We currently offer HKD savings. Stay tuned for our new services to be launched in time!
We support the following type of transfers:

•    Instant HKD transfers via FPS

Tap "Transfer" on the Overview screen to begin. We support transfers via recipient's mobile number/ email address/ account number / FPS ID.
Once you have confirmed the transfer details, the instruction will be processed. Depending on your company's settings, approval from Account Controller or Approver may be required.
First, you must be one of the authorized persons (i.e. Account Controller or Approver). As an authorised person, once a transfer instruction has been initiated, you will be notified, and the instruction will be displayed in your WorkStation for your approval.
The transactions you can approve are subject to the approval class and individual approval limit set by the company.

As the instruction maker, you can always do so before it gets approved and processed! Please follow steps below:

1.    Tap “WorkStation” on the Overview screen
2.    Select the instruction you wish to cancel
3.    Tap “Cancel Instruction” button at the bottom of the page

Yes, there is a daily maximum transfer limit.
Your maximum Daily Transfer Limit is in HKD500,000 equivalent if you pass a satisfactory check by us, shared by all currencies (if any). If Account Controller would like to view and set the limit, please follow the steps below:

1.    Tap "Settings" on the Overview screen
2.    Select "Bank Services"
3.    Select "Daily Transfer Limit" and follow the instructions

We understand that Account Controller might be busy. Approval class allows Account Controller to delegate approval authority to Approver(s) in accordance with an assigned limit.
Account Controller can set up to 5 approval classes with the following steps:

1.    Tap "Settings" on the Overview screen
2.    Select "Bank Services"
3.    Select "Approval Class" and follow the instructions

To well protect your account and business interest, as an Account Controller, you can set the approval limit for each Approver. 
If Account Controller would like to set the daily approval limit, please follow steps below:

1.    Tap "Settings" on the Overview screen
2.    Select "Bank Services"
3.    Select "Daily Approval Limit" and follow the instructions

We charge transaction fee based on channels, currencies and transaction amount. You can refer to the following details.

FPS Transaction Fee

1. Inward Transfer Waived
2. Outward Transfer:  
    To another livi account Waived
    Below HKD1,000,000 HKD3
    HKD1,000,000 or above HKD15

Receiving banks may also impose fees based on different circumstances. Please contact the receiving bank for details.

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

HKD is available at the moment.
Via FPS: 
FPS transfers within Hong Kong can be made at any time, even on weekends and public holidays.
Our bank code is 388. The bank code is a unique code assigned by Hong Kong Interbank Clearing Limited (HKICL). Every institution must have at least one bank code in their clearing system, even if there is no physical branch.

Account Controller can follow simple steps below:

1.    Tap "Transfer" on the Overview screen
2.    Select "Transfer Settings” from the top right hand corner option menu
3.    Then tap "Register for FPS"
4.    Follow the instructions to register for FPS using your mobile number, email address or FPS ID

The approval from the other Account Controller might be required subject to your signatory setting. 

Easy breezy: 
Account Controller can

1.    Tap "Transfer" on the Overview screen
2.    Select "Transfer Settings” from the top right hand corner option menu
3.    Select "Transfer" then "Register for FPS"
4.    Tap "Remove" beside mobile number, email address or FPS ID
5.    Follow the instruction to confirm the deregistration instruction.

The approval of another Account Controller might be required subject to your signatory setting.

Opening is easy and can be done in as quick as 5 minutes. You can apply for liviSave if you are: 

 

- At least 18 or above with a Smart Hong Kong Adult Identity Card
- A Hong Kong resident with a valid Hong Kong address
- Currently in Hong Kong and have a Hong Kong mobile number
- A smartphone with front and back cameras running iOS 10.3 / Android 7.0 or higher


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

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!

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.

You can check the latest application status via livi app.

During the photo taking, you need to:
1. Remove all accessories (e.g., hat, sunglasses, mask).
2. Position your eyes within the circles.
3. When the circles turn green – blink.
4. Wait for the countdown, then blink again.

livi Flexi Loan “Personal Loan” is a personal loan product with a loan amount of up to HKD 1,000,000 and a repayment period of up to 60 months. You only need to apply once, and you can reborrow from your repaid principal without additional applications or approvals.

livi Flexi Loan has been renamed as livi Flexi Loan “Personal Loan”. Please be assured that all its interest rates, fees and charges, terms and conditions, and other benefits and promotions that you currently enjoy remain unchanged.
You need to be a Hong Kong resident with a liviSave account. You can apply as long as you have proof of income. If you are new to livi, a liviSave account will be created for you for loan disbursements and monthly repayments.
You have between 3 months and 60 months to repay. You can choose a repayment period of 3, 6, 12, 18, 24, 30, 36, 48 or 60 months.
For loan approval purposes, we will check your credit report provided by a credit reference agency.
Funds will be instantly deposited into your liviSave account when your loan is confirmed and accepted.
You can "transfer" your funds into a designated beneficiary account via the livi app. As a reminder, the maximum daily transfer limit is equivalent to HKD 500,000. If you need to withdraw more than HKD 500,000, please arrange another transfer.

The monthly flat rate is used to calculate the total interest amount for your loan as follows:

Total interest amount = Loan amount x Monthly flat rate x Repayment period.

The Annual Percentage Rate (APR) is a reference rate which includes all applicable interest rates, fees, and charges pertaining to a loan product, expressed as an annualised rate. It is calculated using a method specified in relevant guidelines set out by The Hong Kong Association of Banks, and is rounded up or down to the nearest two decimal places. This rate will vary based on different factors such as loan amount and repayment period, you can view relevant information on the Flexi Loan "Personal Loan" Calculator, Accept Offer, and Instalment Details page.

The "Rule of 78" is a general method used by banks and financial institutions to allocate the total interest amount of the loan across the repayment period, based on the sum of the months as digits. Under this rule, interest payments will decrease with every instalment until the end of the repayment period. Using a 12-month repayment period as an example, interest payments will be allocated based on the sum of (12 + 11 + 10 +… +3 + 2 + 1 ) = 78. The first interest payment will be calculated as 12 / 78 of the total interest amount, followed by the second interest payment of 11 / 78 of the total interest amount and so on, until the 12th interest payment, which will be equal to 1 / 78 of the total interest amount.

You can view repayment amount and repayment date in Flexi Loan "Personal Loan" card. You only need to ensure enough funds are available in your liviSave account for every repayment.
We will automatically deduct all repayment amounts from your liviSave account on repayment day. Also, we will set your monthly repayment day based on your first drawdown date. For months without the same number of days, repayment day will fall on the last day of the month. If it falls on a Saturday, Sunday or public holiday, we will still automatically deduct the amount from your liviSave account on the same day.

If you cannot settle your repayment amount in full on due date, late repayment fees and default interest will be charged. Default interest is accrued on a daily basis starting from the due date of the relevant payment, calculated based on the unpaid principal amount. If customer is overdue for 10 days while outstanding principal is HKD10,000, default interest is HKD 98.63 and late repayment fee is HKD300.00.
If you are unable to repay your loan obligations for any reason, please contact liviCare at (852) 2929 2998 for further assistance.

You can early repay your outstanding loan amount in full and we will not charge any handling fee. However, you cannot choose to repay part of the loan. Early repayment means repaying the outstanding loan principal and any interest payable in full.

 

Yes, you can top-up a new loan by withdrawing from the instant top-up amount as long as your first instalment loan has been repaid for three months or early repaid in full. The repayment day of the new instalment loan will be the same as your original repayment day. If the difference between the day you applied for the new instalment loan and its repayment day is less than or equal to 20 days, the first repayment day of the new instalment loan will be postponed by one instalment (one month).
Once your loan has been repaid in full, you can contact liviCare at (852) 2929 2998 to apply for the termination of your loan account.
livi Flexi Loan "Balance Transfer" is a personal loan product with a loan amount of up to HKD2,000,000 and a repayment period of up to 72 months. You only need to apply for it once, and you can consolidate all your credit cards' outstanding and loan balances from different banks and financial institutions and have a tailor-made fixed instalment repayment plan for you to save on interest expenses. In addition, you can apply for an additional revolving credit facility (that is livi Flexi Loan "Personal Loan") upon the same application for extra cash. The extra cash amount will be disbursed to your liviSave account.
You need to be a Hong Kong resident with a liviSave account. You can apply as long as you have a proof of income.
You can repay the balances of general credit card or personal loan accounts, but you can’t repay a livi PayLater or livi Flexi Loan "Personal Loan" through livi Flexi Loan "Balance Transfer".
You need to provide the relevant proof of credit card or loan repayment account (such as monthly statement), proof of income and proof of address (if applicable).
The loan amount of livi Flexi Loan "Balance Transfer" can be as high as HKD2,000,000.
You have between 3 months and 72 months to repay the loan. You can choose a repayment period of 3, 6, 12, 18, 24, 30, 36, 48, 60 or 72 months.
For loan approval purposes, we will check your credit report provided by a credit reference agency.
You can transfer your funds into a designated payee account via the livi app. As a reminder, the maximum daily transfer limit is equivalent to HKD500,000. If you need to withdraw more than HKD500,000, please make multiple transfers separately.
The monthly flat rate is used to calculate the total interest amount for your loan:
Total interest amount = Loan amount x Monthly flat rate x Repayment period.
The Annual Percentage Rate (APR) is a reference rate which includes all applicable interest rates, fees, and charges pertaining to a loan product, expressed as an annualised rate. It is calculated using a method specified in relevant guidelines set out by The Hong Kong Association of Banks and is rounded up or down to the nearest two decimal places. This rate will vary based on different factors such as the loan amount and repayment period. You can view the relevant information on the Flexi Loan "Balance Transfer" Calculator, Accept Offer, and Instalment Details pages.
The "Rule of 78" is a general method used by banks and financial institutions to allocate the total interest amount of the loan across the repayment period, based on the sum of the months. Under this rule, interest payments will decrease with every instalment until the end of the repayment period. Using a 12-month repayment period as an example, interest payments will be allocated based on the sum of (12 + 11 + 10 +… +3 + 2 + 1 ) = 78. The first interest payment will be calculated as 12 / 78 of the total interest amount, followed by the second interest payment of 11 / 78 of the total interest amount and so on, until the 12th interest payment, which will be equal to 1 / 78 of the total interest amount.
If you cannot settle your repayment amount in full on the due date, late repayment fees and default interest will be charged. Default interest is accrued on a daily basis starting from the due date of the relevant payment, calculated based on the unpaid principal amount. If a repayment is overdue for 10 days with an outstanding principal of HKD10,000, the default interest is HKD 98.63 and the late repayment fee is HKD300.00.
If you are unable to repay your loan obligations for any reason, please contact liviCare at (852) 2929 2998 for further assistance.
You can view repayment amount and repayment date in the Loan tab in livi app. You only need to ensure enough funds are available in your liviSave account for every repayment.
We will automatically deduct all repayment amounts from your liviSave account on each repayment day. Also, we will set your monthly repayment day based on your first drawdown date. For months without the same number of days, repayment day will fall on the last day of the month. If it falls on a Saturday, Sunday or public holiday, we will still automatically deduct the amount from your liviSave account on the same day.
You can repay your outstanding loan amount in full early. However, you cannot choose to partially repay the loan. Early repayment means repaying the outstanding loan principal and any interest payable in full. We will also charge 2% of the repayment principal amount as the early settlement fee.

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.

Each purchase must meet the following requirements:
-    100 HKD or above (Anything 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% - 20.80% 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%-31.20%. APR will be reviewed from time to time. If the customer fails to repay on the repayment date, we will charge a late payment fee. Late payment fee will be charged as a blanket fee of HK$300 or the instalment payment due and payable, whichever is lower.
Example 1:
Outstanding amount is HK$5,000, we will charge late payment fee HK$300
Example 2:
Outstanding amount is HK$238, we will charge late payment fee HK$238

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. 

Besides, you can change your instalment plan anytime in livi app. You can set 3, 6, 12, 18, 24, 30, 36 instalments as default for your future spending. 

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.

Your spending cannot exceed your credit limit and 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.

The first statement will be issued in the second month after the transaction,  For example, a transaction in January, the first statement will be issued on 1 March. 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, this transaction will be first posted for repayment on the monthly statement to be issued on 1 July. 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.

Customers will not be charged late payment fee if they settled repayment on time. Late payment might affect your personal credit record, please repay on time. 

Please contact liviCare immediately at (852) 2929 2998 if you notice any suspicious or unauthorized transaction(s). To raise a chargeback request, please download and complete the "Transaction Dispute Form". Return the form along with supporting documents to us by post as stated in the form. (You may refer to livi Debit Mastercard FAQ for more details. )

If we receive any refund from the acquiring bank and merchant due to your successful chargeback, such amount will be credited to your liviSave account. You can choose to early settle the corresponding livi PayLater facility in full (partial payment is not allowed) using such refund, in which case we will waive your early settlement fees. You may also keep the refund and repay the relevant livi PayLater facility according to its original repayment schedule.

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 "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 top right-hand corner of your home Overview screen
2. Tap "Personal Information" and 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 to view statement 

 

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.

You can access up to 7 years of e-statements.

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 "Soft Token"
3. Tap "Change PIN Code" and follow the instructions

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 "Login Password"
3. 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 "Soft Token"
3. 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 "Login Password"
3. 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 "Soft Token"
3. Tap "Biometric Authentication" and follow the instructions

If you wish to terminate your liviSave, please go to "Bank Services" 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 minimum deposit amount of time deposit is 500 HKD.

 

The maximum deposit amount of time deposit is 10,000,000 HKD per customer.
 

 

The tenor of time deposit changes with the prevailing market conditions. You can always check the tenor of time deposit in the livi app.

The interest rate of time deposit changes with the prevailing market conditions. You can always check the interest rate of time deposit in the livi app.
 

 

You can place time deposit at any time of the day on livi app.

 

You can select below maturity instruction option:

Option 1: Credit to Savings: Both principal and interest will be credited to your Savings Account upon maturity /
Option 2: Renew Principal and Interest: Both principal and interest will continue to renew with same tenor and at the respective interest rate on the date of maturity /
Option 3: Renew principal, credit interest to Savings: The principal will continue to rollover with same tenor and at the respective interest rate on the date of maturity, and interest will be credited to Savings Account

 

You can amend the maturity instruction before the maturity date of time deposit on livi app.

 

You can only early withdraw entire principal of time deposit.

 

No interest will be payable and a fee will be charged according to the below formula upon early withdrawal:

HKD: 
Time Deposit Principal x (5%- Time Deposit Interest Rate) x No. of Days due to Maturity/365 or HKD200, whichever is higher

 

You can't adjust time deposit principal amount once the time deposit has been confirmed.

 

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
- Inward remittance
•    Support inward remittance of HKD and CNY from the Mainland of China

Tap "Transfer" on Overview to begin. We support transfers via recipient's mobile number, email address, account number, FPS ID and credit card number.

•    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 "Bank Services"
3. Select "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 "Bank Services"
3. Select "Transfer" then tap "Register for 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 as 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 "Bank Services"
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 "Bank Services"
3. Select "Transfer" then "Register for 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 "Bank Services"
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 "Bank Services"
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

livi support inward remittance of HKD and CNY from the Mainland of China.  

The SWIFT code for livi is "LIVIHKHH".

livi retains BOCHK (SWIFT code: BKCHHKHH) as intermediary banks for HKD and CNY remittance from the Mainland of China. 

livi will reject any cross-border inward remittance other than HKD and CNY from the Mainland of China.

livi will not charge for cross-border inward remittance services. 

 

Reminder: Please note that the correspondent banks, intermediary institutions, and the clearing institutions may charge fees, and those fees may be deducted from the remittance amount. 
 

You can currently send money to credit cards of supported banks via FPS. These banks include:

 

  • Standard Chartered Bank (Hong Kong) Limited

  • The Hongkong and Shanghai Banking Corporation Limited

  • China Construction Bank (Asia) Corporation Limited

  • Bank of China (Hong Kong) Limited

  • The Bank of East Asia, Limited

  • DBS Bank (Hong Kong) Ltd.

  • China CITIC Bank International Limited

  • CMB Wing Lung Bank Limited

  • Hang Seng Bank Ltd.

  • Shanghai Commercial Bank Limited

  • OCBC Wing Hang Bank Limited

  • Dah Sing Bank, Limited

  • Chong Hing Bank Limited

  • Industrial and Commercial Bank of China (Asia)

  • Fubon Bank (Hong Kong) Limited

  • Citibank (Hong Kong) Limited

  • Bank of Communications (Hong Kong) Ltd.

 

Some credit card issuers or certain card types at the supported banks might not support this service. In either case, please contact the credit card issuing bank for details.

Some banks allow their users to pay via FPS to their CNY credit card account with HKD. However, it depends on the policies of the credit card issuing bank. Please contact the credit card issuing bank for details.
The exact time for crediting funds to the recipient's credit card account may vary, subject to the process of the card issuing bank. Please contact the card issuing bank for details. We recommend you to arrange the payments in advance to avoid any potential fees and charges incurred by late repayments from the card issuing bank.

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.

1.    Tap "Profile Settings" from Overview
2.    Select "Bank Services"
3.    Select "QR Payment" then tap “QR Settings"
4.    Select "Outside Hong Kong QR Payment" then tap the switch to enable it
5.    Set the valid period for using the cross-border QR payment

You can pay with QR Payment at any of the 50,000+ merchants who accept UnionPay QR in Hong Kong and 40+ countries and regions, including Mainland China, Macau, Japan, Korea and Thailand, etc.

All transactions of QR Payment are settled in Hong Kong dollars while the foreign exchange rate of the day is subject to the rate provided by UnionPay International. You don’t have to exchange foreign currencies beforehand and there is no currency exchange fee.
We don’t charge any additional fees for using QR Payment outside of 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 Bank Services. 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 notice any suspicious or unauthorised transaction(s). To raise a chargeback request, please download and complete the "Transaction Dispute Form". Return the form along with supporting documents to us by post as stated in the form.

Once we receive your transaction dispute application, we will assist you by raising chargeback request 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 will return the money to you accordingly. 

Upon receiving all relevant documents, the processing time of the dispute generally takes approximately 90 to 120 days, depending on the complexity of the dispute. We may contact you to obtain additional documents or follow up, if required. 

If it is successful, the refunded amount will be credited into your livi account. We reserve the right to charge a handling fee of HKD50 per transaction if the dispute is found invalid after the investigation. 

Chargeback is a protection mechanism that card associations provide to their customers. Generally speaking, where customers use cards to make lump-sum payments upfront, and have disputes over the transactions later on, customers can request card-issuing banks to assist in applying for refunds of the payments.  Examples of disputes include the merchant closes down, and goods purchased do not match the description. The request has to be submitted within 60 calendar days of the statement issue date. 

Customers need to provide information like transaction receipts and agreements; and the chargeback requests are subject to the rules of the respective card associations, including the chargeback time limits within which consumers must file the requests. 

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 payments 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 Details";
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 immediately at (852) 2929 2998 if you notice any suspicious or unauthorised transaction(s). To raise a chargeback request, please download and complete the "Transaction Dispute Form". Return the form along with supporting documents to us by post as stated in the form.

Once we receive your transaction dispute application, we will assist you by raising chargeback request 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 will return the money to you accordingly. 

Upon receiving all relevant documents, the processing time of the dispute generally takes approximately 90 to 120 days, depending on the complexity of the dispute. We may contact you to obtain additional documents or follow up, if required. 

If it is successful, the refunded amount will be credited into your livi account. We reserve the right to charge a handling fee of HKD50 per transaction if the dispute is found invalid after the investigation. 

Chargeback is a protection mechanism that card associations provide to their customers. Generally speaking, where customers use cards to make lump-sum payments upfront, and have disputes over the transactions later on, customers can request card-issuing banks to assist in applying for refunds of the payments.  Examples of disputes include the merchant closes down, and goods purchased do not match the description. The request has to be submitted within 60 calendar days of the statement issue date. 

Customers need to provide information like transaction receipts and agreements ; and the chargeback requests are subject to the rules of the respective card associations, including the chargeback time limits within which consumers must file the requests. 

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.

"Travel Now" Insurance Plan is underwritten by BOCG Insurance and livi is the appointed insurance agency of BOCG Insurance for distribution of this insurance plan (insurance agency licence no. GA1033). BOCG Insurance is authorised by the Insurance Authority to carry on general insurance business in Hong Kong Special Administrative Region of the People's Republic of China. The insurance product is a product of BOCG Insurance, not livi's.

"Travel Now" Insurance Plan is a general insurance product that provides single trip travel plan. It is divided into 2 plans, namely "Travel Now" Plus and "Travel Now" Lite. Applicants can purchase additional coverage - (i) Enhanced Benefit and (ii) Cruise Benefit. 

"Travel Now" Insurance Plan offers single trip travel insurance plan, with a maximum coverage of 180 days.

Depature date must be within 180 days of insured date.
Applicants must be aged 18 or above; insured persons must be aged between 6 weeks and 80 years old. Persons aged under 18 must be insured for by their parents or legal guardians.
No, your application must be successful before departing to enjoy the coverage in this plan.
Yes. Persons aged between 6 weeks and 17 years who are not travelling with parents can apply individually, provided that full adult premium and premium levy is paid and the entire journey is accompanied by and with the custody care of an adult. The maximum benefit payable for Medical and Relevant Expense will be the same as adults aged 18 to 70.
Yes. This plan offers a complimentary "Student Short-term Study Cover" for students aged 23 years old or below who are unmarried and not working. Persons aged 17 years old or below must be accompanied by and with the custody care of an adult (such as a teacher) during the entire journey of short- term overseas study in order to be eligible for the coverage. (if the child who are not travelling with parents, they can apply individually provided that full adult’s premium is paid)
Please refer to BOCG Insurance website's latest news for relevant coverage and claims processing
website: https://www5.bocgins.com/index.html?url=html/home/news_details.html&newsID=TN22082517071101
This plan offers discounted rates for policyholders travelling with family members. The discounted price under “Family” plan includes married couples and all accompanying dependent unmarried child(ren) who is (are) 6 weeks to 17 years old. For details, please refer to the premium table.
The "Enhanced Benefit" covers theft, robbery or accidental damage of mobile phones. Any losses incurred by theft or robbery must be reported to the police within 24 hours of discovery and have a related report on the case.
The "Enhanced Benefit" covers personal accidents caused by acts of terrorism.
No. If you are stranded overseas due to delays caused by poor weather or uncontrollable circumstances, the plan will automatically extend for a maximum of 10 days free of charge. The extension will be terminated at the expiry of the maximum automatic extension period or on the date when such unavoidable cause of delay to the Insured Person ceases to exist, whichever is earlier.
Yes. The plan offers a "Rental Vehicle Excess" coverage to cover the amount of money for which the renter is held responsible under the terms of the car rental agreement. The maximum compensation amount is HKD2,500 per incident.
You can call the 24-hour emergency support hotline (852) 2861 9235 for immediate assistance. Please have your name and policy number ready to get assistance quickly.
The Cruise Benefit is applicable for cruise trips and covers scopes outside of the basic coverage, including: (1) personal accident coverage for when cruise ship is sunk, encounters fire outbreak, accidental overboarding caused by natural disasters or missing for over 1 year due to kidnapping by pirates (during voyage, and the body of the insured person has not been found within one year); (2) coverage for cruise trip cancellation and obstruction (including non-refundable cruise fees and transport fee to connect to the next port); (3) post-departure cruise coverage (including curtailment and boarding delays); (4) shore excursion cancellation allowance and (5) satellite phone expenses. Details please refer to the Policy.
Yes. If due to insured incidents (such as unforeseeable poor weather, natural disasters, strikes, industrial actions, acts of terrorism, hijack of or malfunctining of transportation tools, black travel alert etc), there is a delay of at least 8 hours in the planned public transport to the departing port and directly causing you to miss boarding of the cruise ship that leads to the cancellation of the cruise trip you can claim the non-refundable cruise trip fees that you have already paid. (only applicable to insured persons covered by Cruise Benefit)
Compensation will be calculated based on each insured person and each cancelled shore excursion location. The combined compensation shall not exceed the maximum compensation amount listed in the plan. (only applicable to insured persons covered by Cruise Benefit)
This plan will not make compensations to any events that have yet to happen. If before or during your trip, your airline closes down or goes into winding up, the insurance company can make compensation to the insured under the coverage of the "Extra  Cash Allowance".    (only applicable to insured persons covered by Enhanced Benefit)
No, the Policy cover provided will be automatically extended for a maximum period of 10 days in the event that the Insured Person is unavoidably delayed during the Journey in the course of his scheduled itinerary as stipulated prior to departure incapacitating him from returning to Hong Kong within the Period of Insurance due to an unexpected condition or incident that entirely beyond the Insured Person’s control. The extension will be terminated at the expiry of the maximum automatic extension period or on the date when such unavoidable cause of delay to the Insured Person ceases to exist, whichever is earlier. 
The Policyholder or an Insured Person shall not be insured for the same Journey under more than one policy with travel insurance features issued by BOCG Insurance (the Company). In the event that the Policyholder or an Insured Person is covered under more than one such Policy under the Company, the Company will consider that person to be insured under the Policy that provides the greatest amount of benefit. Where the benefit under each such Policy is identical, the Company will consider that person to be insured under the Policy first issued. The Company will refund any duplicated insurance premium payment that may have been made by or on behalf of that person and the duplicated policy shall be void in respect of such particular Insured Person.
If an accident happened during your journey, please stay calm and notify the relevant authorities and organizations immediately, such as the Police, airline and travel agency wihtin 24 hours. You must also keep the original of all the documents, including the Police report, medical certificate, purchase receipt for necessities and the like. After returning to Hong Kong, you should submit a completed claim form together with all supporting documents and reports to the Claims Division of BOCG Insurance not later than 30 days after the expiry of the journey.

Applicants must submit the claim within 30 days after the expiry of the journey, details as follows:

BOCG Insurance
Customer Service Hotline: (852) 3187 5123
(Business hours: Monday to Friday 08:50-17:50; closed on Saturday, Sunday and public holidays).
Address: 9/F, Wing On House, 71 Des Voeux Road Central, Hong Kong

Submission: Print out and fill in the “Travel Insurance Claim Form” and return to BOCG Insurance with required documents. BOCG Insurance may request additional relevant claims document. Please also refer to the “Tips on making claims” in the policy terms. 

Claim form download:
https://www5.bocgins.com/index.html?url=html/service/download_center.html#service-dc-claim

If the submitted information is sufficient, BOCG Insurance will notify you of the claims decision after receiving all documents. If more documents are required, the claims department will contact customers via email/letter/phone. 
 

You need to return a filled "Travel Insurance Claim Form", proofs of departure and return and the required documents listed below to BOCG Insurance. BOCG Insurance may request additional relevant claims document.

 

Personal Accident / Compassionate Death Cash Benefit/Credit Card Protection
Medical report, accident report, local police report, death certificate, etc. If the beneficiary is/are minors (persons aged under 18), please give particulars of the official administrator(s) and provide copies of the documentation authorizing that person to act in this capacity.

 

Medical and Other Expenses
Original hospital invoice(s) and medical expenses receipt(s) with diagnosis stated, treatment referral letter, medical report/laboratory report (if any)

 

Baggage and Personal Effects
Original local/HKSAR police report, purchase receipt(s), airline’s property irregularity report, photos of damaged property and repair quotation stating cause of damage or repairer’s written confirmation of irreparable property.

 

Baggage Delay
Original purchase invoices of essential items, airline’s property irregularity report or public conveyance’s confirmation stating the duration of delay

 

Personal Money
Original local police report and copies of police statement taken by the Claimant

 

Travel Document and Travel Ticket
Original local police report, travel document/travel ticket replacement receipts, original receipt for extra accommodation fee (if any)

 

Personal Liability
Local police report or statement to police (if any), demand correspondence of claim from third party

 

Rental Vehicle Excess
Copy of rental agreement with detailed terms and conditions, original payment receipt for the rental vehicle charges, original rental vehicle excess receipt

 

Travel Delay
Copy each of boarding pass, air ticket or travel ticket, written confirmation from the airlines or public conveyances stating the reason and duration of delay.

 

Cancellation of Trip / Curtailment of Trip
Copy of hospital invoice or death certificate; original doctor’s confirmation, travel tickets, receipts and agreements relevant to the claim and documentary proof of trip cancellation or curtailment with non-refundable amount, and documents certifying the relationship, e.g. marriage certificate, birth certificate agents, etc.

 

Cruise Benefit (Optional Benefit)
1. Cancellation/Interruption
2. Curtailment/Failure to Board
3. Shore Excursion Cancellation Allowance
4. Satellite Phone Expenses
 

This plan and policy cannot be cancelled once issued. Premium and premium levy will not be returned.

After paying for premium, you will receive a confirmation email by BOCG Insurance immediately, together with a confirmation message in the livi bank app. The policy and policy wording will be emailed by BOCG Insurance. You can also review your e-policy in livi bank app. If you need the policy and notice in non-electronic ways, please contact BOCG Insurance's customer service hotline at (852) 3187 5123. (Business hours: Monday to Friday 08:50-17:50; closed on Saturday, Sunday and public holidays).

You can download the "Endorsement Application Form" from the BOCG Insurance website to apply for the update and return via the designated methods stated in the form.

BOCG Insurance website:
https://www5.bocgins.com/index.html?url=html/service/download_center.html#service-dc-correct

For insured persons not intending to return, this policy will laspe 7 days after the insured person's arrival of the final destination, or upon the original policy end date, whichever is earlier.

We will debit the premium amount from your liviSave.

In respect of an eligible dispute (as defined in the Terms of Reference for the Financial Dispute Resolution Centre in relation to the Financial Dispute Resolution Scheme) arising between livi and the customer out of the selling process or processing of the related transaction, livi is required to enter into a Financial Dispute Resolution Scheme process with the customer; however any dispute over the contractual terms of the insurance product should be resolved between directly BOCG Insurance and the customer.

- For enquiries about products, claims and after-sale services, please contact BOC Group Insurance Service Hotline at (852) 3187 5123 (Office hours: Monday to Friday 08:50 to 17:50, closed on Saturdays, Sundays and public holidays).
- During the journey, if you encounter an emergency, you can call the 24-hour emergency support hotline (852) 2861 9235 for immediate assistance. Please prepare the policyholder's name and policy number before calling, so that you can get the corresponding assistance as soon as possible.
- For enquiries about the technical support for online insurance application, please contact 24 x 7 liviCare hotline at (852) 2929 2998 or Live Chat on the livi app.

You can call the 24-hour emergency support hotline at (852) 2861 9235 for assistance. Please prepare information such as name, ID number, policy or reference number before calling, so as to provide corresponding assistance to the insured as soon as possible.

24-hour Global Emergency Support Service is an additional service specially designed for critical situations. The insured can obtain 24-hour free telephone consultation services, including travel information, medical and legal consultation, etc., just by calling the emergency support hotline. [Note: From 1 March 2013, local telecommunications service providers will no longer provide international call service (i.e. paid by callee)] 

The International Rescue Company can provide a hospital deposit guarantee of up to HKD50,000 if the insured cannot pay the hospital deposit immediately. However, the International Rescue Company has the right to obtain a valid credit guarantee before paying the hospital deposit for the insured.

Customers should avoid using mobile phones to call the support hotline to avoid incurring large roaming charges. To reduce the cost of long-distance calls, customers can use local fixed line telephones to call the support hotline and leave their contact information, and the support service company will call back to the customer.

livi customers can enjoy premium discounts or other discounts when they apply for the "Travel Now" protection plan through the livi app, and customers will automatically receive the discounts that are applicable at the time of insurance application (except when it is specified that customers need to enter the discount code). For details, please log in to the livi app to check the latest offers.

Easy HomeCare is underwritten by FWD General Insurance Company Limited ("FWD GI") and is intended to be offered in Hong Kong only. FWD GI is an authorised insurer under Insurance Authority for operating general insurance business. Livi Bank Limited ("livi") is the appointed insurance agency of FWD GI for distribution of this insurance plan (insurance agency licence no. GA1033). The insurance product is a product of FWD GI, not Livi Bank Limited.
 
Please refer to product brochure and policy terms and conditions for more information. Please call FWD GI customer service hotline: (852) 3123 3123 during office hours if you require further assistance.
Easy HomeCare covers fire, flood, theft, or water damage caused by burst water pipes and/or typhoons, any other accidents and household contents. It also protects against personal liability claims of up to HKD5,000,000 and covers up to HKD500,000 household items, including personal valuables up to HKD100,000. Policy coverage is subject to the selected benefits under the policy, please refer to the respective policy for details.
 Easy HomeCare insures properties with net floor area of 1,000 sq. feet or below, with a fixed premium of HKD420 (plus levy).  Policy coverage is subject to the selected benefits under the policy, please refer to the respective policy for details.
Easy HomeCare coverages lasts for 1 year. For more details, please refer to product brochure and policy provision.
Log into livi app > Tap "Insurance" > Tap Easy HomeCare banner and enter the product page. From there you can access Product Brochure/Product Provision. 
Below is the eligibility of this plan:
- Insured property age must be 35 years or below
- The building of the insured property is at least 5-storeys tall
- Net floor area of insured property must be 1,000 sq. feet or below
- Insured property is located within Hong Kong
- Insured property is constructed from bricks, stone or concrete with concrete roof 
The above criteria must be declared by applicants along the application. If during review of claim request, FWD GI discovers that the insured property is not eligible according to criteria, the claim request will be declinced. For more details, please refer to product brochure and policy provision.
If you are aged 18 or above, you are eligible to apply for this insurance product through livi app. For more details, please refer to product brochure and policy provision.
The Policy can be effected within 60 days from the application submission. The property must be already furnished for normal living purpose when the policy starts to be effective. For more details, please refer to product brochure and policy provision.
Policy applicants must be either the owner of the insured property or living in the insured property. Policy coverage is subject to the selected benefits under the policy, please refer to the respective policy for details.
Premiums will be debited from your livi Debit Mastercard. Authorised payment method will be used for settling premium payment of the recurring years and renew the policy automatically.
Once the premium is paid successfully, the application will usually be approved instantly. 
To update policy or personal information, please contact FWD GI customer service hotline at (852) 3123 3123.
Once the policy is issued, policy holders can request for updates on the insured address and personal information, or request cancellation and refund of paid premium and levy.  Terms and conditions apply, please refer to the policy provision for details.
FWD GI will notiify policy holders on the arrangement of auto-renewal around 1 month before the end of the policy term. Please ensure your payment card is still valid, otherwise the renewal may be rejected if premium payment fails. 
Premium for auto-renewal will be charged by the authorised payment method as the original premium of first year (included levy). FWD GI reserves the right to review premium of the product and adjust the premium upon policy renewal.
Once your claim is approved, FWD GI will send you a cheque. For some claims, you can select your preferred payment method. If this is the case, FWD GI will highlight this on the claims form.
Please submit your claim to FWD GI within 30 days of the event you’re claiming for.

Please do not dispose of any damaged item(s) before we’ve had a chance to look at your claim and advise you what to do. We may need it as part of the claim process.

It’s important that you do not enter into any third-party correspondence or admit any third-party liability without first discussing with us.

Try to record the particulars of any injured party and the nature of any loss or injury. If you have suffered injury or loss, please report the case to the police immediately, and obtain a reference number.

Policy coverage is subject to the selected benefits under the policy, please refer to the respective policy for details.

Documents required when making a claim:
- Coloured photos showing the extent of the damage, ideally taken at the scene of the accident
- Any correspondence or demand letter from third parties (including any legal notices)
- Any witness statement containing contact information 
Before the claim is settled, please keep all items intact.
Please keep all original copies of any documents for three months (even after claim settlement). FWD GI may review these documents to verify a claim or as part of FWD GI's auditing and checking process.
To make a claim, please complete the "HomeCare Insurance Claim Form (for HomeCare plan)" or "Public Liability Claim Form (for any other plans)", which can be downloaded from the website of FWD GI (https://www.fwd.com.hk/claims/home-property/), and email to: claims.gi.hk@fwd.com

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 "Bank Services"
2. Tap "QR Cash 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!

1. Get your Invitation Code by tapping the "Invite Friends" banner;

 

2. Share your Invitation Code with your friends.

 

Remind your friends to enter your Invitation Code during account opening!

Please refer to the relevant terms and conditions for more details.

Exclusive 8% cashback and / or more extra rewards at designated merchants with livi PayLater Mastercard. 
Enjoy exclusive 5% online cashback at any merchant with livi PayLater Mastercard.
Upon completion of the Eligible Transaction, we will credit the Offer to Eligible Customer’s liviSave account by next calendar month.

 

Terms and Conditions apply. Please refer to livi website or app for details.

For all livi PayLater facilities drawn within the Promotion Period by the Eligible Customers, monthly handling fee will be waived for up to 3 months.

 

1. For livi Paylater drawn by the Eligible Customer within the Promotion Period with an installment plan of no more than 3 months, all monthly handling fee will be waived.
2. For livi Paylater drawn by the Eligible Customer within the Promotion Period with an installment plan of more than 3 months, monthly handling fee for the first 3 months will be waived.

 

Terms and Conditions apply. Please refer to livi website or app for 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 promotion pages and 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. We are happy to assist you. 

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. When shopping or dining at yuu Partners, you can display your yuu ID to earn points for spending. Also, you can use your points to redeem cash vouchers or a whole range of exciting rewards in the yuu app.

 

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

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.

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.

 

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.

 

Sign up with livi bank, log into the livi app and find the liviVerse Lucky Draw banner in the Happiness tab. During the Promotional Period, use livi app's Share function to share our designated liviVerse Lucky Draw page to your social media for a chance to own a Mochi NFT!
The liviVerse Lucky Draw is valid from 07/06/2022 to 28/06/2022, both dates inclusive.
The liviVerse Lucky Draw is offering 1,888 Mochi NFTs. Each eligible customer can enrol in the Lucky Draw once only.
Results of the liviVerse Lucky Draw will be announced on 06/07/2022 via push notifications and email. The collection of Mochi NFTs will be viewable to all in the liviVerse.
Log in to the livi app and go into the liviVerse from the Happiness tab. If you've won a livi NFT, you will see it in the liviVerse.
NFT stands for non-fungible token. It is a non-interchangeable unit of data stored on a blockchain, a form of digital ledger.
Blockchain is a distributed ledger (or database) of transactions that is not controlled by a central authority. Blockchain stores data in blocks, which differs from a typical database. Once transactions are added to a ledger, they are immutable, meaning they cannot be modified or erased.
You are granted a license to display the livi NFT allocated to you for your private, non-commercial use. As an NFT holder, you may enjoy exclusive access to livi's service, discounts, and many more features to come in liviVerse. Stay tuned!